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In May 2022, we proudly announced our new brand: ECU Health.

Rebranding changes continue to unfold on our Careers website as we update the Talent Acquisition portals housed within. Throughout this process and into the future we remain committed to the communities we proudly serve. We’re excited for what it means for the future of health care in eastern North Carolina and for the incredible team members who are helping to make it happen.

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Manager, Patient Access Applications

Job ID: 958524
Facility: ECU Health
Dept: Patient Access
Location: Greenville, NC
FT/PT: Full-Time
Shift: Not Applicable
Reg/Temp: Regular
Date Posted: Oct 18, 2023

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Job Description

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

The Manager of Patient Access Application systems proactively develops and manages the process, workflow and content design, definition, build, deployment and day-to-day management of the systems and applications that comprise Vidant Healths operational areas in alignment with the mission and goals of Vidant.
The manager plays a critical role leading the implementation and optimization of Epic Vendor applications such as, Epic Grand Central (ADT), Cadence/Prelude, Scheduling, HOD, Referrals, Real Time Eligibility, Environmental Services, Bed Control, and Transfer Center and other non-clinical departmental applications and related third party systems that will optimize business unit operations resulting in improved performance to include TeleTracking and Experian/Passport. This position requires an understanding of Vidant Health and the individual operating unit strategic goals, as well as the ability to work with application user community and subject matter experts to plan and execute business initiatives in alignment with those goals. This position demonstrates strong influence and exceptional level of communication to interact successfully and effectively within the Information Services (IS) department and with business unit leaders. The Manager, Patient Access Applications will work closely with Operational Leadership and Team members to support through communication and ongoing application improvement. This position is responsible for the development and on-going improvement of support policies and procedures to deliver services that meet/exceed customer expectations and achieve the efficiencies of a consolidated IS service. This position is responsible for planning, communicating, leading and coordinating system change as well as overseeing the controls and processes in place to provide a highly available and reliable system and improving operational capabilities. This position requires a person who can work within an integrated group, and manage and mentor personnel to ensure most effective utilization of individual skills and staff development. The manager must be detail, action, solution and results oriented and must demonstrate creativity, foresight and mature judgment in managing the production environment.


Strategic and Tactical IS Support.

Demonstrates a commitment to supporting the business needs of Vidant Health by collaborating with business stakeholders in the selection and implementation of new technologies and adaptation of existing systems. (25%)
Leads discussions with business operating units to identify the Information Services (IS) implications of their strategic and operating plans. Identify and recommend opportunities to leverage existing systems and/or new and emerging technologies where appropriate.
Contributes to definition and review of departmental goals, standards and performance measures to ensure alignment with the strategic direction of the department and our organization and the accomplishment of the highest levels of job satisfaction, quality output and customer service.
Develops and manages a multi-year roadmap for tier 1 applications that is inclusive of system upgrades, enhancements, and implementation activities that address Vidant business plans, vendor product developments and support requirements.
Ensures utilization of Vidants IS project management methodology to improve processes to select, prioritize and implement IS enabled business initiatives so they are delivered on-time, within budget and meet the stated business objectives. Contributes to the on-going development of Vidants IS project management methodology
Ensures that the data capture and data production of the EHR business processes facilitates the goals and requirements of our organizations Quality, Compliance, Analytics and Decision Support teams.
Manages IS resource requirements to ensure appropriate balance between operational and project demands. Resolves resource conflicts to satisfy organizational priorities by reallocating and/or supplementing IS resources
In collaboration with the IS Contract Manager and Legal Counsel, negotiate contracts ensuring that business requirements are addressed and business risks mitigated, and, on an on-going basis, that vendors are satisfying their obligations as defined by contract terms and conditions.

Service Delivery.

Demonstrates a commitment to customer service by providing responsive and effective support, developing solid working relationships with end user customers, and delivering high quality, value-added services that exceed customer expectations. (35%)
Promotes the philosophical direction of Vidant IS in the adoption of IT Service Management (ITSM) by managing team compliance with IS governance and ITSM processes and ensuring ITSM subject matter expertise within the team
Manages day-to-day support of the clinical applications with other IS management to consistently perform at or better than defined service level commitments. Performs root cause analysis (RCA/SBAR) on incidents to identify opportunities to prevent future occurrences.
Maintains systems to industry standards and vendor contractual requirements to minimize business disruptions associated with incidents and/or unscheduled downtime. Manage all stages of system upgrade processes including design, testing, training requirements, procedures, new support requirements, documentation, and production turnover.
Plans, communicates, leads, and coordinates the implementation and use of new content, designs, upgrades, functions, features, products, etc. with all affected areas and users in advance of production deployment.
Work closely with the staff to ensure content additions, changes, bug fixes, upgrades, etc. work as designed within integrated workflows. Applies rigorous testing and quality assurance techniques to all system changes and strictly adhere to Change Control processes.
Work closely with training team to ensure that all workflow and content changes are communicated and incorporated in advance of deployment into the training program and related materials as well as to the help desk team prior to implementation to make sure knowledge transfer in preparation for supporting new functionality.
Ensures a smooth transition of clinical applications from implementation to production and on-going operational support.
Conducts and/or coordinates post-implementation audits to ensure that application systems and technologies are fully and appropriately utilized. In collaboration with business partners, design and implement system enhancements to meet dynamically changing business requirements and take advantage of on-going vendor supplied system enhancements.
Develops and maintains a culture that promotes service excellence and employee empowerment to act in the best interest of IS customers who are directly caring for our patients.
Participates in the annual external financial audit of security and controls and annual IS risk assessment across the health system. Participates in internal audits, as appropriate, as identified in the annual audit plan. Develops and implements action plans to address any gaps identified during the audit process.
Participates in the development and annual testing of Vidant Healths disaster recovery plan to ensure the plans are current and effective.

Talent Management.

Demonstrates a commitment to employee professional development by providing opportunities for assuming new and varied responsibilities, training and development, and coaching and mentoring by management and staff. (25%)
Recruits and develops IS leaders and staff to create a high-performing organization capable of supporting current systems while developing new skills needed to transform the IS organization and leverage next generation technologies.
Provides promotional and career development opportunities for IS employees within a system that includes career paths, succession planning, and on-the-job training opportunities.
Conducts regular performance appraisals and recommends appropriate personnel actions.
Provides effective on-boarding and on-going coaching, mentoring, and feedback to improve performance, foster personal growth, and let employees know they are valued.
Creates a team oriented, professional work environment providing the requisite challenges to retain talented IS professionals.
Collaborates with Human Resources to design effective compensation and recognition systems that reward employees for their contributions.
Demonstrates a commitment to personal development by maintaining professional knowledge of current trends and developments in the information technology and health care industries through related seminars, independent study, professional associations, and conferences.
Supports leadership as it relates to improving organizational structure, roles, responsibilities, staffing, and the administration of the department.

Financial Management.

Demonstrates a commitment to the effective utilization of IS human and financial resources by developing and monitoring capital and operating budgets and a multi-year financial plan to support the IS Strategic Plan. (15%)
Identifies opportunities to leverage economies of scale and drive efficiencies to manage overall operating costs balancing business requirements with Vidant Health financial targets.
Develops a total cost of ownership (TCO) for all new and replacement systems securing business commitment to the one-time and on-going costs and identifying budgetary implications in the current and future fiscal years.
Periodically benchmarks Vidant IS to the healthcare provider industry and peers identifying opportunities to improve the value of IS

Universal Criteria.

Demonstrates commitment by promoting and adhering to the Vidant Health Code of Conduct, which includes the objectives of Vidant Healths compliance program, policies and procedures and ethical business practices. Promotes open, effective, and ongoing communication and the sharing of information among employees, and sets the expectation that matters of concern get reported immediately.
Performs other duties as assigned by appropriate personnel.

Minimum Requirements

Education, Certifications or Licenses:
Bachelors degree in computer science, healthcare administration, information management, business or related field; or equivalent combination of education and experience
Epic certification strongly preferred. Completion of Epic certification will be required

Minimum seven (7) years in healthcare environment and three (3) years managing or leading and developing staff with a strong operational background and proven track record of accomplishments in Information Services within a large, complex, multi-location organization.
Seasoned professional with at least 3 years subject matter experience in the area of patient access and registration and a deep understanding of healthcare operations as well as the current business issues and trends influencing health care providers.
Demonstrated track record implementing and successfully managing a mission critical IS production environment with multiple stakeholders in a multi-entity, geographically diverse organization.
Strong understanding of Epic Grand Central/Prelude/Cadence/Real Time Eligibility tools preferred.

Polished interpersonal skills to communicate tactfully, effectively and with discretion within all levels of management.
Working knowledge of project management skills and life cycle methodology.
Demonstrated ability to manage the implementation of long-range IS plans and strategies and support of applications across a multi-stakeholder, multi-entity environment

Proven experience in maintaining schedules, documentation, communications and meeting deadlines.
Proven experience with systems implementation, workflow processes and support of applications required.
Ability to influence, work with, and coordinate cross-functional teams of technical and non-technical staff to successfully achieve organizational goals and objectives.
Strong analytical and problem solving skills, consensus builder, results oriented with ability to quickly take action to achieve goals.
Demonstrated ability with change control and change management.
A critical thinker who uses their expertise to make sound decisions.
Innovative thinker who is able to able to rapidly absorb complex technical and operational information and present understandable alternatives to both users and technical individuals at all levels of the organization.
Ability to remain calm, helpful, and productive in all situations. Is able to maintain composure under pressure. Is seen as the voice of reason during difficult situations.
Proven ability to handle multiple projects with aggressive timelines.
Acute attention to detail and accuracy.
Ability to work independently, multi-task, and prioritize work.
Demonstrate desire for continuous, life-long learning

Frequency and duration of travel is dependent on organizational priorities and the need for face-to-face interaction with operating unit leadership and staff. Travel to Vidant Health Community Hospitals, Physician Practices and off-site locations.
Participation in vendor user groups, education forums and other professional associations may require out-of-town travel.
Communication skills:
Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, staff, end users, all levels of management, and vendors.

Other Information

full time w/benefits

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

Contact Information

For additional information, please contact:

Tara Gray, Talent Acquisition Manager

ECU Health Talent Acquisition

Email: [email protected]


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