Location Site: Salem Hospital Main Campus
Department: SH IS Solution Center
Position Type: Full Time
Start Time: 8:00Pioneering healthcare since 1896, Salem Health is a top workplace offering highly competitive pay where you can make a difference in the lives of those in the community where you live. Through incorporation of Lean driven principles, staff are able effect change in the organization to solve problems, and drive continuous improvement.As an employer of choice, we are devoted to assuring that we provide a safe, healthy, and patient-centric workplace, while keeping staff wellbeing and satisfaction top of mind.We invite you to learn more about our wonderful community: There's something about Salem, Oregon!
Your Role With Us:Salem Health is seeking a leader with strong problem-solving and team-building skills to join our team as Solution Center Manager. Successful candidates will demonstrate the following: an excellent track record of developing the employees under their leadership by creating innovative internal career pathways; proven ability to manage teams that stretch across onsite, remote, and hybrid work environments; best-in-class communication skills including de-escalation tactics; and a thorough understanding of customer service work. Top candidates will also be equipped to speak directly to the strategies they've deployed throughout their career to create a positive employee experience within their teams centered around a commitment to organizational culture. This leadership role requires regular onsite presence at the Salem Health campus and will have some flexibility for remote work.
General Management and Lean Responsibilities:- Provides management to teams and communicates direction and goals of the division to functional areas.
- Manage IS service lines, including services, products and systems related to functional areas.
- Identify key performance indicators (KPI) to measure successful delivery of services and establish accountability for department.
- Develop roadmaps for functional areas, including staffing needs and budgets.
- Develop training plans for staff to maintain skills needed to support functional areas.
- Adheres to requirements of Lean LCCT tool and monitors adherence of staff to current requirements. Designs and maintains Lean visibility board. Demonstrates use of visibility board in team huddles.
- Uses HR systems for time tracking of staff, time-off, performance reviews, corrective action, hiring, and other HR processes.
- Maintain relationship with assigned business partners as a trusted advisor in accordance with Business Relationship Management Standard Work.
- Adhere to ITSM standards and ITIL KPI's. Coach teams on making KPI's visible and hold teams accountable for KPI's.
- Act as accountable leader for projects as assigned by developing required documentation, escalating barriers as needed, and tracking projects to completion. Utilize IS Intake Process to facilitate new work/projects including on-boarding, status updates, and project facilitation.
- Manage cost center by tracking spending against targets, forecasting expenses, adjusting expenses to meet targets. Track spending against capital budgets.
- Work collaboratively with other hospital leaders including IS, facilities, hospital operations, emergency preparedness, and other leaders across the organization.
- Fulfills IS Manager On-Call function for 1 week period on a rotating schedule. During this time, IS Manager will be available 24 hrs x 7 days for major incidents related to any IS functional area.
Desktop Support:- Accountable for all Desktop management activity across the organization to meet customer demand, reduce costs, and support staff.
- Develop, communicate and manage daily and long-term strategic goals regarding Desktop support within Salem Health Information Services.
- Accountable to respond to escalations for Desktop: staff concerns, IS concerns, IS and Organizational Leadership concerns, PSAs, project barriers, customer complaints.
Client System Administration:- Accountable for all Client System Administration activity across the organization to deliver a stable and secure operating system with means to deliver applications to the environment.
- Develop, communicate and manage daily and long-term strategic goals regarding Client System Administration within Salem Health Information Services.
- Accountable to respond to escalations for CSA: staff concerns, IS concerns, IS and Organizational Leadership concerns, PSAs, project barriers, customer complaints.
Service Desk:- Accountable for all Service Desk management activity across the organization to meet customer demand, reduce costs, and support staff.
- Develop, communicate and manage daily and long-term strategic goals regarding the Service Desk within Salem Health Information Services.
- Accountable to respond to escalations for Service Desk: staff concerns, IS concerns, IS and Organizational Leadership concerns, PSAs, project barriers, customer complaints.
Switchboard:- Accountable for all Switchboard management activity across the organization to meet customer demand, reduce costs, and support staff.
- Develop, communicate and manage daily and long-term strategic goals regarding the Switchboard within Salem Health Information Services.
- Accountable to respond to escalations for Switchboard: staff concerns, IS concerns, IS and Organizational Leadership concerns, PSAs, project barriers, customer complaints, SHMC complaints, EVS complaints.
Supervisory Relationships: - Switchboard Supervisor & Team.
- Service Desk Supervisor & Team.
- Desktop Supervisor & Team.
Total Rewards Offerings:Salem Health's comprehensive benefits package prioritizes your mental and physical health, financial stability, family obligations and professional growth.
- Relocation assistance available for qualified positions
- Full comprehensive medical, dental, and vision plans
- Basic and voluntary life insurance
- Short and long-term disability
- Live Well Wellness Program
- Employee Assistance Program (EAP)
- 401(K) retirement plan with employer contributions.
- Generous paid time off (PTO) accrual and holiday pay
- Onsite fitness center with 24/7 badge access
- Education assistance program
- Public service loan forgiveness (PSLF) eligible employer
- Food and drink discounts in the cafeteria
- Impressive discounts offered by Nike, Adidas, Carhartt and others
Background/Expertise:Experience: - Minimum of five (5) years of information services and/or healthcare experience required.
- Minimum of two (2) years of leadership experience required.
- Minimum of two (2) years of experience with project management.
- Minimum of 2 (two) years call center experience preferred.
Licenses/ Certification/ Registration:- Lean Leader Orientation completed within six months of hire.
Special knowledge, skills, & abilities: - Demonstrated leadership skills in coaching, managing and mentoring staff.
- Able to build and maintain good working relationships with department personnel, vendors, peers, management and other customers.
- Excellent verbal and written communication skills, including public speaking or presenting to groups of people.
- Must maintain high standards of professionalism, performance and respect for confidentiality.
- Strong project management skills required including ability to lead multidisciplinary project teams, establish deadlines, facilitate meetings, assign responsibilities, monitor and summarize progress.
- Demonstrated ability to analyze complex issues, determine appropriate solutions and resolve sensitive problems.
- Ability to assess, develop, manage, and improve the quality and effectiveness of processes and workflow. (Process Oriented)
- Strong skills in prioritizing, delegating, and performing a variety of duties within a system that has frequently changing assignments, priorities, and deadlines.
- Must demonstrate strong attention to detail, professionalism and outstanding customer service.
- Working knowledge of Microsoft Office products, Visio, and PowerPoint.
Education- Bachelor's Degree required, preferably in information technology, or other business-related area.
Credentials- Information Technology Infrastructure Library: Fundamentals required within six months of hire.
- ITIL Intermediate Operations certification preferred.
Salem Health Hospitals and Clinics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, genetic information, or any other status or condition protected by law.Salem Health Hospitals and Clinics is committed to providing access, equal opportunity and reasonable accommodation for applicants. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact ...@salemhealth.org