Head of Application Support/ IT Experience

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We’re seeking a savvy and experienced individual become our Head of Clinician IT Experience. You’ll manage the day-to-day Service delivered to the Clinicians across HCA Healthcare UK, oversees the work of the Clinical Service Delivery Managers, develops application support, maintenance plans and implementation strategies to meet the application needs of division computer users. The role leads our clinical imaging team, with direct ownership over the strategic vision and execution for Radiology PACS and Cardiovascular Information Systems. Finally, the role will also lead our Consultant Services organisation, designing a strategic vision and execution path for a friction-less experience for all consultants leveraging HCA’s IT platforms.

The role focuses on creating the best experience possible for our Clinicians and interacts regularly with corporate, facility and executive leadership teams as needed in relationship to technical and customer support issues.

As part of the business scope you’ll:

Owns the strategic vision for the way our clinicians experience and consume IT services

Develops support mechanisms for all applications that impact the clinician experience

Builds key relationships with Consultants and Service Line leaders

Leads multiple, clinician facing teams

Chair and participate in Consultant Steering Committees and Boards

Duties include:

Delivers the best Clinician User Experience possible;

Ensures development and service delivery of all products, services, and resources within the HCA Clinician IT Experience organization. This includes responsibility for ensuring the appropriate level of support for the ongoing functionality of the systems.

Owns and develops the overall Clinician Experience strategy, including partnering with Senior Clinical Leadership from across the organization on the alignment of the IT strategy with the clinical excellence agenda.

Maintains a leadership role in setting service direction and ensures standards and policies are maintained and compatible with HCA standard information systems architecture, tools, policies and procedures

Communicates regularly and is highly visible to key clinicians and steering groups at the Corporate office and the facilities

Develops consistent and effective means of business continuity and disaster recovery for all clinical applications that are aligned to the business priority.

Drives the Consultants user experience;

Owns, Develops, and Executes the strategic plan for all systems, platforms, and touch points within the consultant journey

Own the relationship with senior consultant leaders, including our Chief Medical Officer, Medical Directors, and VP of Physician Services

Work with Consultants to help them understand, interpret, and apply regulatory guidelines for their practices

Seeks to understand the needs of physicians with respect to implementation of Electronic Health Records (EHR) systems

Accountable for the successful deployment of EHR systems to physicians

Provides support and consulting for mobility systems

Build strong relationships between all Consultants and HCA

Identify technologies and installation/support options that will aid consultants in implementing Electronic Health Records (EHRs) in their medical practices

Identifies possible training and system enhancements

Hold education and training sessions with physicians around the use of EHR systems

Partner with consultants to aid in the development and implementation of innovative technology solutions that improves their workflow and efficiency

Lead an IT Consultant Steering Committee to help drive new solutions to solve consultant challenges

Team Management;

Leads personnel management activities, including performance management and career development activities

Sponsors efforts to develop core competencies, processes, and disciplines. Supports sharing of best practices

Participates in activities to improve departmental and organizational performance. Develops benchmark measures to evaluate productivity within the Clinician IT Experience team.

Leads financial management activities, including the creation and maintenance of the Clinician IT Experience budget (capital and operational)

Service Delivery;

Manage the vendor and commercial relationships with our EHR system vendors

Partner with external vendors of EHR systems to provide solutions and support options to physicians

Ensures integration of EHR systems with HCA’s many platforms and services

Maintains a leadership role in setting service direction and ensures standards and policies are maintained and compatible with HCA standard information systems architecture, tools, policies and procedures

As a member of the HCA UK IT&S SMT team, is responsible for participating in the development and implementation of the Information Services Strategic Plan

Participates in activities to improve departmental and organizational performance. Develops benchmark measures to evaluate productivity.

Interacts with leadership teams, as needed, in relationship to technical and customer support issues

Requirements:

Bachelor’s degree required, preferably in Information Systems or a related field. An advanced degree in Information Systems, Business, Planning, or related field is a plus

Strong understanding of business intelligence, data management, application support, development, and customer service principles

A clear understanding of computer systems and corresponding support requirements

Strong written, verbal, and presentation skills

Strong leadership skills, personal drive and ability to see projects through to execution in a matrixed, corporate environment is required

Advanced reasoning, math, and language skills should be performed at advanced levels

Extensive demonstrable experience in an IT environment with project management experience

Excellent Service Delivery and User Support experience

Direct supervision or staff development experience

Demonstrated knowledge and skills in multiple technology disciplines

Demonstrated critical thinking and decision-making skills

Strong interpersonal skills