Manager – Laboratory Systems Support

This is a fully remote position, open to applicants in California, +10 more states.

📋 Description

• Oversee support and technical teams within CTIS for clinical laboratory systems.

• Implement projects and provide continuous support for clinical laboratory systems.

• Align project and support priorities with CTIS leadership, laboratory management, and laboratory medical directors.

• Collaborate with CTIS teams, Cerner, DXC, internal and external teams to address support tickets and issues.

• Foster a culture of safety, accountability, and engagement focused on patient safety.

• Enhance, innovate, and sustain service levels for laboratory applications and systems.

• Facilitate knowledge transfer to technical staff.

• Guide projects and optimization requests to successful completion on time and within budget.

• Lead intricate projects spanning multiple service areas and divisions.

• Assess and select clinically relevant software and hardware for approved projects.

• Act as the escalation point for complex issues and challenges.

• Enhance data quality to support organizational data, alert, and analytics objectives.

• Represent the organization with clinical systems vendors and external partners.

• Plan and oversee daily clinical systems service delivery within operational and capital budgets.

• Manage clinical application, cloud service, integration, and customer support performance.

• Establish and uphold quality standards and best practices.

• Supervise staffing, goal setting, coaching, mentoring, recognition, engagement, training, and performance management.

• Cultivate customer, stakeholder, and vendor relationships and expectations.

• Develop talent, mentor managers and team members, and ensure management succession planning.

• Communicate with staff through huddles, team meetings, one-on-ones, rounding, and skip-level interviews.

• Allocate resources effectively to ensure timely, budget-compliant delivery.

⛳️ Requirements

• Bachelor's degree in business, clinical or allied health, computer science, information management, or another technical field, plus eight years of clinical laboratory systems experience including four years of application experience; or a master's degree plus five years of such experience; or ten years of laboratory application or workflow configuration, development, and/or support experience.

• Degree obtained from an accredited institution; education or experience is verified.

• Proven experience in configuring, supporting, training, and implementing clinical laboratory systems.

• Familiarity with various technologies, processes, and environments.

• Capability to direct strategy and operations effectively.

• Strong leadership, negotiation, and influencing abilities.

• Excellent communication skills with clinical and business stakeholders.

• Proficient in analysis, problem resolution, judgment, and decision-making.

• Ability to prioritize and execute tasks in a high-pressure environment.

• Skilled in building strong teams and leading caregivers and teams beyond direct control.

• Experience in a collaborative, team-oriented environment.

• Results-oriented, proactive, detail-focused, and customer service-driven.

• Proficiency in utilizing word processing, advanced or complex spreadsheet and database applications, internet and email, scheduling applications, and computerized tracking systems.

• Effective verbal, written, and interpersonal communication skills.

• Epic Beaker Certification and familiarity with clinical laboratory workflows is preferred.

• ITIL certification is preferred.

• Experience in healthcare or healthcare insurance is preferred.

• Familiarity with healthcare provider enterprise clinical applications, vendors, and services is preferred.

• Ability to manage geographically dispersed teams is preferred.

• Project management experience is preferred.

• Availability Monday–Friday, 8 AM–5 PM MST, with on-call availability during nights and weekends.

• Capability to operate computers and office equipment.

• Ability to see and read computer monitors and documents.

• Capacity to remain seated or standing for extended periods.

• May require lifting and transporting objects and office supplies, bending, kneeling, and reaching.

• Candidates must not reside or plan to reside in California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, or Washington.

🏝️ Benefits

• Fully remote work option.

• Some anticipated travel for site visits, leadership meetings, and training sessions.

• Comprehensive benefits package encompassing wellness, health, security, connection, and engagement programs.

• PEAK program providing upfront tuition coverage paid directly to the educational institution.

• Over 100 learning options through PEAK, including undergraduate studies, high school diplomas, and professional skills and certificates.

• PEAK eligibility starting on day 1 of employment.