Category: Carlsbad

Essential Job Responsibilities

• Sourcing potential candidates for multiple open requisitions.
• Conducting phone interviews & email correspondence with candidates, and potential hew hires.
• Scheduling virtual and/or in-person interviews between candidates and management/regional managers/executives.
• Manage the recruitment process and life-cycle, including initial assessments, interviews, and offers.
• Reviewing daily job boards, ensuring requisitions are up to date, new or on-going candidates have been contacted.
• Contract negotiations regarding salary, relocation, or other benefits.
• Work with internal teams and hiring managers to assist with recruitment efforts.
• Provide recruitment counsel and guidance to hiring managers.
• Use iCIMS applicant tracking systems and other recruiting software to track applicants through the selection phase through on-boarding.

• Work closely with the Director of Outpatient Operations and the Director of Clinical Operations in the development, growth, and sustainability of the CHE Outpatient Practice
• Provide clinical leadership to both full-time clinicians as well as those providing part-time hours from the inpatient division (hybrid providers).
• Work closely with Regional Clinical Directors to coordinate training, development, and support of hybrid providers
• Monitor and evaluate patient satisfaction to ensure it consistently meets department goals, while striving to achieve a perfect response 100% of the time.  Address any negative response within 24 hours.
• Facilitate the onboarding and training of all new providers and make sure they understand all critical processes and technology before seeing their first patient.
• Contribute to the professional development and telehealth presence of clinicians
• Regularly monitor and improve productivity and other key metrics.
• Monitor provider schedules and caseloads.  Ensure each clinician is providing, at a minimum, their contracted RVUs.
• Ensure that all clinicians are accurately notating patient sessions in the EMR within company expectations
• Perform regular one-on-ones with new providers to identify strengths, weakness, or additional training needs.
• Increase provider retention rates
• Work with the Director of Operations to monitor staff levels and available hours against demand across all states
• Provide performance and analytics of the provider performance weekly to senior management
• Stay up to date on any and all influences that affect the performance of the telehealth space

Essential Job Responsibilities:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Formulate and implement long-term strategic plans for acquiring and enabling efficient and cost-effective information and communication technologies.
• Direct and perform research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts
• Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions.
• Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
• Directs operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations.
• Primary liaison between operations and any facility requests (i.e., new workstations or user access to data systems). 
• Maintains the network design and maintenance tasks for all office locations.
• Supervises the implementation and purchasing of hardware and material devices.
• Guides, supports, and implements the exchange of data between all IT systems.
• Vendor management as it relates to IT operations
• Produces detailed timeline for each assigned task and implements effective project control by monitoring the progress of the project and reporting the status.
• Reviews all designs, code, and unit test plans where applicable.
• Participates on all hardware and software evaluations and maintains vendor contracts.
• Represents the IT function at customer review meeting when appropriate.
• Directs education programs for her/his staff.
• Perform liaison duties between users, operations, and programming personnel in the areas of systems design, modifications or trouble shooting.
• Communicate regularly with the senior IT leadership team and al users of information services and systems

• Serve as project coordinator and point of contact for the IT department, fielding requests, organizing schedules, maintaining knowledge bases, and developing administrative process improvements
• Manage hardware ordering process for new and current employees
• Manage invoicing, payment reconciliation and payment processes
• Provide project coordination assistance with special projects and any other duties as assigned by the Chief Information Officer
• Escalate issues to management if needed
• Serve as an administrator within the department including recording minutes, arranging schedules of events, proof-read documents, etc.
• Manage procurement of inventory including documenting all equipment assigned to staff members
• Potential need to work flexible hours and be available to respond on short notice
• Promptly escalating incident tickets and end-user incoming calls as needed
• Familiarize and assist end-users on basic software, hardware and peripheral device operation and use
• Manage time efficiently and effectively; set priorities appropriately and schedule calls
• Ability to maintain professional demeanor under stress and operate within customer support standard and operating procedures
• 3-5 years’ experience in a similar role, including project coordination or systems administration experience
• Experience reporting directly to executive level staff
• Familiarity with IT terms and specifications preferred
• Demonstrated ability to function effectively and with great attention to detail while managing multiple tasks
• Demonstrated ability to work well both independently and as a member of a team
• Excellent oral and written communication skills
• Ability to handle sensitive information with a strict level of confidentiality
• Ability to adhere to defined processes and procedures and suggest improvements
• Knowledge and proficiency with Google Workspace, electronic medical records and healthcare 
• BA or BS degree preferred

Essential Job Duties:

• Formulate and implement long-term strategic plans for acquiring and enabling efficient and cost-effective information and communication technologies.
• Manage IT department operational planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.
• Define and communicate project milestones, service level agreements, and resource allocation to stakeholders including the CHE leadership team, department leads, support staff, and end-users.
• Benchmark, analyze reports and make recommendations for the improvement of the IT infrastructure and IT systems.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
• Authorize and oversee the deployment, monitoring, maintenance, development, and support of all hardware based on department needs.
• Direct and perform research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts.
• Oversee provision of end-user technical assistance, including service desk and technical support services.
• Generally available after-hours to address urgent escalations and support special projects as needed.

Behavioral Standards:

• Exhibits excellent customer and service-oriented behaviors in everyday work interactions.
• Demonstrates a courteous and respectful attitude to the internal workforce and external customers.

Communication/Knowledge:

• Provides accurate and timely written and verbal communication of information in a manner that is understood by all.
• Able to listen, understand, problem-solve, and carry out duties to ensure the optimal outcome.
• Able to use IT systems in an accurate and proficient manner.

Collaboration/Teamwork:

• Contributes toward effective, positive working relationships with internal and external colleagues.
• Demonstrates cooperation, flexibility, reliability, and dependability in all daily work activities and a willingness to collaborate with others for the good of the customer and the organization.

Education/Experience:

• Preferred Bachelor’s degree in the field of computer science or at least 5 years of information technology experience in an IT infrastructure support role.
• Experience in healthcare IT
• Experience with infrastructure assessment, design, implementation, and support.
• Knowledge of applicable laws and regulations (e.g. HIPAA, HITECH) as they relate to Healthcare Information Technology.

Licensure/Certifications: N/A

• Manages the day-to-day account relationships.
• Supports the development of and executes on ongoing strategy to ensure retention and growth by providing solutions that align with customer`s overall business and human capital management objectives.
• Develops strong relationships with internal matrix partners that support achievement of strategic alignment (Clinical Operations, Sales, IT, Finance, Revenue Cycle etc.).
• Under guidance, takes the leadership role in coordinating these resources to achieve business objectives, maintain account satisfaction, and ensures that the company’s products and services support customer’s needs.

Customer Relationship: Supports the sales team in developing and maintaining a strategic business plan that fully reflects global customer’s business objectives and how the company’s solutions align with those objectives and specifically guides the company’s operational, financial, network, clinical and relationship initiatives.
• Understands the customer’s structure and demonstrates the ability to apply this knowledge in business and retention planning for the client.
• Owns overall account satisfaction within the company as well as satisfaction with all specific areas particularly account management.
• Develops strong relationships which penetrate the customer at various levels from day to day contacts to senior leadership involving other internal staff to maintain multiple connections and strengthen the overall relationship.
• Develops strong relationships and contacts within the company that are supportive of the achievement of customer service requirements
• Ensures all Customer and Account-Facing services are provided in a consistent and timely fashion.
• Resolves or appropriately escalates customer service issues in conjunction with operations (service, systems etc.)
• Builds relationships and alliances with matrix partners.
• Proactively communicates to internal and external contacts.
• Demonstrates thorough contract understanding and detailed knowledge of business requirements.

• Coordinates with legal to ensure contract compliance.

Reporting: Defines customer reports and ensure coordination with the client.
• Oversight of reporting calendar to ensure timely submission.
• Analyzes data and reporting and executive summary development.
• Prepares and supports presentation of customer reports with meaningful analytics, trending and recommendations for program improvement based on findings.
• Ensures all client reports have an executive summary and explanation of data.

Financial: Ensures revenue goals are met, cost of care and administrative expenses are managed and segment profit targets are achieved for assigned account (s).
• Demonstrate a thorough knowledge of Cost of Care and implications internally and for the client.
• Directly participates and supports manager on all renewal activities.

Up-Sell/Product/Growth: Analyzes account benefit and ability to apply this knowledge to growth.
• Drives up-sell and renewal activities across assigned account(s).
• Negotiates and/or supports negotiation of rates and contractual terms with customers that result in achieving segment profit targets and creatively adjusts features and service delivery models that increase efficiency and improve value to the customer and/or margin for the company.
• Identifies products and services that bring solutions to the customer based on a thorough understanding of the customer’s strategic business goals and the business needs.
• Demonstrates depth of knowledge of the company’s products and how multiple products are interdependent within the customer contract deliverables and outcomes.