Job Description

Position Description

The IT Manager - Application Support (Home Health/Hospice) is responsible for the day-to-day operations and strategic direction of the Application Support team. This person will provide leadership and guidance to drive the team towards supporting the companys business objectives.

Essential Duties and Responsibilities

* Manages application support team responsible for providing support services for clinical applications
* Leads, mentors, and develops Application Support engineers and the growth of their careers
* Supports all end users using the home health and hospice clinical applications
* Keeps home health and hospice clinical applications up to date with current content and rates
* Acts as technical consultant for home health and hospice business units to increase the efficiency of clinical application use
* Creates, updates, and maintains documentation for the clinical applications used by home health and hospice
* Creates KPIs for the Application Support team and hold the team accountable to meeting metrics
* Ensures benchmarks are being met, hold the team responsible, and provides training and motivation
* Creates plan for company growth, replacement of aging technology, and investment in new technologies to make the company more efficient
* Manages vendor relationships for product information, maintenance, billing, contract issues, and the timely resolution of escalated issues
* Develops, implements, and insures adherence to Application Support policies and procedures
* Collaborates with executive management to drive business solutions
* Partners with Pinnacle and Grace/Comfort leadership to solve current and future problems
* Works with IT management to provide effective solutions to business issues
* Stays up-to-date with technology trends, and researches those that can be useful to the business
* Communicate status of issues with responsible parties and handle proper escalations as necessary
* Own projects and issues from identification through resolution
* Regular review of existing processes for improvement/automation

REQUIRED Knowledge, Skills and Experience

* Bachelor's Degree in Information Systems, Healthcare Administration, or related field
* 5+ years of hands-on application support experience
* 2+ years of managing a support team
* Must be customer service focused
* Ability to multi-task, and stay focused on the task regardless of other circumstances
* Must have a strong sense of urgency to get things done regardless of obstacles
* Must be able to stay flexible with business changes
* Self-motivated, drive to see things completed without being driven
* Must be proactive about seeking out problems and their resolutions
* Must have a strong sense of ownership
* Excellent verbal and written communication skills
* Ability to work with diverse personalities, backgrounds, and level of technical skills
* Above average attention to details
* Be able to work flexible hours and provide on-call support as needed

Preferred Knowledge, Skills and Experience

* Knowledge of CMS and CHAP requirements for home health, hospice, and DME
* 2+ years supporting Homecare Homebase
* Current knowledge in health information system in Home Health and/or Hospice