Manager of Physician Support Services

HCA, a Fortune 100 company with more than 200,000 employees, is one of the nation's leading providers of healthcare services, operating over 170 locally managed hospitals and over 100 freestanding surgery centers in 20 states and the United Kingdom. With its founding in 1968, HCA created a new model for hospital care in the United States, using combined resources to strengthen hospitals, deliver patient-focused care and improve the practice of medicine. HCA is a learning healthcare system that uses more than 27 million annual patient encounters to advance science, improve patient care and save lives. HCA has been named one of the world's most ethical companies for eight years in a row. At HCA, we are driven by a single goal: the care and improvement of human life.

Summary of Duties:
The Manager of Physician Support Services is a working manager that provides managerial
leadership in establishing goals and priorities and in the overall management of current physician relations within an
HCA division. This position ensures continuity and alignment of the division's Physician Support Team with
HCA's corporate IT&S strategies, division IT&S strategic plans, and facility needs, and participates and in the
development of guidelines, procedures, and standards for initiatives impacting Physicians.
Primary responsibilities include serving as the physician support leader for the division, managing the Physician
Support Team, and coordinating consistent support of physicians working within the division. This individual also
assists in resolving issues regarding clinical applications, coordinates division-wide testing and implementation of
software releases, assists in developing strategies for training and tools for clinical applications across the division,
and champions standardization, utilization, optimization and use of best practices in clinical applications.
The Manager of Physician Support requires subject matter knowledge of clinical applications and their impact and
applicability to the physician population.
This position requires strong people management skills, personal drive, and the ability to see strategy through to
execution in a matrix reporting environment. Strong written, verbal, and presentation skills are required.

Supervisor: Director of Application Services

Supervises: Physician Support Coordinators, Zone based Sr. Clinical Analysts, and Zone based Clinical Analysts
(structure may vary by division)

Duties Include But Are Not Limited To:
  • Responsible for technical and managerial leadership in establishing goals and priorities and in the overall management of current and planned clinical application systems and services within an HCA division
  • Meets with corporate, division, and facility-level leadership teams, as needed, to align strategy, services, and coordinate implementation activities
  • Responsible for personnel management, performance reviews, competency development, and coaching of staff
  • Builds and maintains relationships with Physicians, IT&S leaders, and vendors
  • Participates in resource planning and allocates resources to meet goals of the Application Services area, IT&S goals and business priorities
  • Organizes, plans, assigns, and monitors completion of work
  • Leads analysis of organizational needs for development and implementation of clinical applications; interfaces with users to ensure that clinical applications are developed which meet their business and specifications
  • Establishes and manages internal service level agreements and ensures external service level agreements with vendors are met
  • Assists the director in the development of the budget and develops project cost estimates for division and/or facilities
  • Ensures that service resources are assigned for the timely resolution of clinical application incidents and requests
  • Works with enterprise subject matter experts and services resources and the enterprise Service Desk in managing resolution of clinical application incidents and requests
  • Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement within the area and across organizational boundaries
  • Grows the support capabilities for physician support throughout the Division
  • Works with facility and zone Physician Support Coordinators, and broader Application Services Team to implement the division plan for application standardization, utilization, integration, and optimization
  • Promotes system security and patient confidentiality and helps ensure compliance
  • Coordinates the sharing of best practice models, and policies & procedures related to physician support
  • Participates in activities to improve departmental and organizational performance
  • Establishes and maintains relationships with outside vendors of IT&S products, professional organizations, contract employees, co-ops, external auditors, and consultants
  • Builds strong relationships with clinical application users groups across HCA, IT&S managers and directors
  • Participates in special projects as needed and performs other duties as assigned
  • Practice and adheres to the Code of Conduct and Mission and Value Statements

Knowledge, Skills, and Abilities

  • Understands legal guidelines
  • Strong analytical skills and detailed organizational skills
  • Demonstrated ability to proactively identify needs, manage resources, and multi-task
  • Demonstrated ability to communicate effectively verbally and in writing
  • Demonstrated customer orientation
  • Strong leadership and management skills
  • Demonstrated ability to recruit, develop, and retain staff
  • Demonstrated ability to work in stressful situations
  • Competency in basic PC use and required tools
  • Bachelor's degree or equivalent job experience required
  • Three or more years of experience in physician support
  • Experience in large, complex organization or corporate structured environment
  • Experience in team leadership and direct supervision
  • Experience creating and leading communications with direct reports, senior leaders, business partners, vendors to ensure collaboration, efficiency, and service excellence
Physical Demands/Working Conditions:
Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and
communicate appropriate reports. Requires lifting papers or boxes up to 50 pounds occasionally. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. Occasional travel among facilities in the division or to division or enterprise meetings may be required.

OSHA Category:
The normal work routine involves no exposure to blood, body fluids, or body tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.

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