Offer summary

Qualifications:

Bachelor's degree required., 10+ years of experience in a leadership role, particularly in Clinical Application positions., Strong working experience with Oracle and familiarity with support models., Proven ability to lead teams and achieve strategic and operational goals..

Key responsabilities:

Lead and mentor a team of managers and staff to meet client EHR needs.

Oversee the support services organization and build strong client relationships.

Manage resource allocations and ensure project profitability and quality.

Act as the primary escalation point for conflicts involving scheduling and resources.

Job description

Classification: Permanent

Location: Remote

CereCore is searching for a Senior Director of Support Services to join our team on a permanent basis. This is a fully remote role in the United States and will require travel as needed.

The Senior Director of Support Services will focus on the Oracle Health product suite and is responsible for setting strategic direction for CereCore operations, client support, and application services across multiple clients and EHR platforms. Developing and delivering solutions and services we offer our clients, and the ability to provide excellent customer service across all areas of responsibility is critical.

Developing the support services roadmap, managing resource allocations, maintaining and developing services, and participating in sales opportunities will all be essential to driving profitability and growing the business contributing to the success of CereCore. This Senior Director will be responsible for the support services P&L, maintaining a budget, and will be responsible for growing this budget annually.

This Senior Director must be an effective communicator, maintain solid relationships with and interface directly with enterprise business services, clients, and vendors while demonstrating a strong knowledge of healthcare and outsourcing practices

The Senior Director must have a robust understanding of the Oracle Health Cerner EHR, Oracle’s support offerings, and market level experience to penetrate the industry with an operational understanding to build a managed service – including incident/request management, consulting/advisory services, optimization, upgrades and common third-party applications that commonly interface with Oracle.

Proven team leadership skills and the ability to cultivate a healthy work environment, set direction, and motivate a high-performance team will be crucial to success.

Major Responsibilities

Administrative

Lead, develop and mentor Direct Reports, Managers, and staff
Attract, retain, and develop necessary skillsets to service client EHR needs
Personal Leadership Development and succession planning
Build high performance team creating an environment consistent with our vision and values
Evaluate team talent and performance, adjusting to meet deadlines
Oversee Hiring and Training for new employees
Management of resource utilization balancing W2 and contracting staff to grow profits
Quarterly Performance Reviews, Staff meetings, and 1:1 engagement with staff
Set goals, oversee performance plan development and reviews and salary adjustments
Adhere to the Code of Conduct
Evaluate team talent and performance, adjusting to meet deadlines

Support Services

Oversee and Set vision for the support services organization
Work with the leadership team to carry out the vision, mission and goals of CereCore
Build strong relationships with and act as liaison to the CereCore Clients to align business strategies as necessary
Protect and grow clients, assessing customer satisfaction levels
Work with team to build client roadmaps and provide clients with updates and information enabling them to make necessary decisions related to their EHR
Work with Leadership to develop and maintain service catalog
Collaborate with client executives, clients, vendors and project managers to schedule, staff and deliver services
Understand Client roadmaps and provide solutions that facilitate client needs
Partner with vendors to influence development roadmaps, acting in the best interest of our clients
Evaluate current and emerging tools and technologies and where applicable, make purchasing recommendations and decision
Meet demands of sales opportunities providing resources and services
Work with manages to complete staffing assessments aligning resources with responsibilities
Work across teams and departments to resource projects and meet deadlines
Contract development, review and negotiations
Accountable for overall project profitability, quality and performance
Primary escalation point for staff, leadership, vendors, and clients, resolving conflicts involving scheduling, resources and/or technical issues
Work across teams and departments to resource projects and meet deadlines

Experience

Bachelors degree required
Leader should have strong working experience with Oracle as well as familiarity into the support models – either working for Oracle, a managed service provider with experience, or a leader from a large IDN that uses Cerner today
Proven leadership of directors, managers and staff in building highly efficient teams maximizing utilization within
Proven ability in setting and achieving strategic and operational goals
Proven leadership in working across teams to successfully execute plans
Experience preferred in Clinical/Financial HIS
Managing payroll and project budgets
10+ years of experience in a leadership role
10+ years of experience in Clinical Application related positions
5+ years of experience in developing revenue-generating service offerings
5+ years of experience in servicing external revenue-generating clients
5+ years of experience in Healthcare related services

Required profile