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CommonSpirit Health · 19 hours ago

Sys Manager IT Consumer Experience Growth and Support

Englewood, CO

Full-time

Onsite

Senior Level

$60.24/hr - $89.60/hr

7+ years exp

CommonSpirit Health is a leading nonprofit healthcare organization committed to building healthier communities. The Senior Manager, Consumer Experience Growth & Support will lead a team focused on enhancing consumer-facing IT support and driving Epic/EHR innovation initiatives to improve overall consumer experience.

Health CareMedicalNon Profit

H1B Sponsor Likely

Responsibilities

Provide strategic leadership, oversight, and mentorship for a diverse team of IT professionals, encompassing both consumer support and Epic/EHR innovation analysts

Set the vision for, and drive the transformation of, consumer-facing IT support to deliver a "white glove" experience, emphasizing proactive service and high-quality resolution

Provide performance feedback and complete performance evaluations for Team-members

Strong skillset in matrixed management to bridge EHR analysts from implementation and support, with consumer web and app POC, development, and translating consumer and patient feedback into product and engineering requests; lead and inspire team with technical aptitude at a level development teams maintain

Responsible for support of clinical and/or business IT applications and systems, from identification of technology issues and implementation of support practices to prioritize, assign and resolve issues to accepted standards for application development and support and deliver white glove support for our consumers

Strategically manage team schedules, including on-call rotations and resource allocation, to ensure 24/7 operational coverage for consumer support while also dedicating capacity for strategic innovation initiatives

Drive the upskilling and cross-training of consumer support personnel in Epic applications and workflows to reduce reliance on external teams, enhance first-call resolution, and prepare for future Epic-centric support models, maintaining proficiency in various third-party applications (e.g., Adobe, Salesforce, and more)

Dotted line accountable leader, to pair with development teams from discovery, inception, development, and execution of Proof-of-Concept (POC) projects and discovery initiatives, with the specialized role of being the SME for Epic/EHR functionalities to enhance consumer experience and operational efficiency

Supports multiple business applications with key focus on Epic applications and upskilling direct reports on Epic support models

Collaborate with Epic Gold, Operations & Maintenance (O&M) teams, and other internal stakeholders to facilitate seamless transitions from POC to production, ensuring long-term governance and support alignment

Accountable to establishing timelines and deliverables; Project management, including forecasting time and resources, establishing timelines and deliverables, engaging stakeholders, adhering to governance processes, guiding principles and standards, testing, user acceptance, and change control expectations while achieving goals

Monitor activity and progress toward goal for all projects and issues of the teams; without losing operational efficiency for the support side of the team model

Adhere to applicable laws and regulations; associated with system implementation and ongoing support

Qualification

EpicEHR knowledgePeople ManagementHealthcare AcumenProject ManagementAgile methodologiesMicroservicesAPIsCloud platformsAnalytical skillsCustomer-CentricityCommunication skillsCross-Functional CollaborationAdaptability

Required

Bachelors Of Science Required

7+ years of progressive experience in Information Technology within a clinical or clinical information systems environment Required

5+ years of demonstrated success in a dedicated people management role, leading and developing high-performing teams, preferably an IT Support team, application development team, or highly matrixed Required

Proven experience leading complex projects and large matrixed teams with significant stakeholder engagement and a track record of achieving project goals Required

Bachelor's degree in Computer Science, Information Technology, Healthcare Administration, Business Administration, or a related field, Required

Knowledge of legal, managerial, and organizational principles and standards for health systems Required

EHR and TPA build knowledge required (e.g., Epic, Adobe, GCP, etc.)

EPIC Certification (EPIC) Required

Architectural Awareness: Foundational understanding of the Software Development Life Cycle (SDLC) and key architectural concepts (e.g., Data Layer, API integration, Microservices, Cloud platforms to the consuming application) to facilitate effective partnership with development and engineering teams Required

Exceptional People Leadership: Demonstrated ability to lead, motivate, coach, and develop diverse teams, fostering a high-performance, collaborative, and empathetic culture, especially across operational and innovation functions Required

Strategic Vision & Execution: Ability to translate strategic organizational goals into actionable plans and drive execution across teams, balancing operational demands with future-focused innovation Required

Accountable Subject Matter Expert: Epic Expertise; Strong functional knowledge of Epic applications, workflows, and its integration within a healthcare ecosystem Required

Deep Healthcare Acumen: Profound understanding of healthcare systems, clinical processes, and IT applications within a complex health system environment. Knowledge of legal, managerial, and organizational principles for health systems is essential Required

Superior Communication & Influence: Outstanding verbal, written, and presentation skills (including facilitation). Proven ability to effectively communicate complex technical concepts to diverse audiences, build consensus, negotiate outcomes, and influence stakeholders and decision-makers at all levels Required

Customer-Centricity: A passionate advocate for the consumer experience, with a proven track record of elevating service delivery to a 'white glove' standard Required

Analytical & Problem-Solving: Advanced analytical, critical thinking, and problem-solving skills with a proactive and methodical approach to troubleshooting and risk mitigation; with an eye towards daily operational excellence Required

Agility & Adaptability: Exceptional organizational skills with the ability to manage multiple, often conflicting, priorities in a fast-paced environment and adapt quickly to organizational and technological change Required

Assertiveness & Initiative: Demonstrated qualities of assertiveness, a high sense of urgency, and a self-starter mentality, capable of driving initiatives independently and escalating issues effectively when necessary Required

Cross-Functional Collaboration: Proven ability to build strong, effective working relationships across IT development, operations, clinical, and business teams, fostering a culture of partnership and mutual accountability Required

Preferred

Certified Scrum Master Training (CSMT)

Project Management Professional (PMP)

ITIL Foundation Cert for IT Mgmt (ITILFC)

Master's degree in a relevant field (e.g., MBA, M.S. in Health Informatics)

Experience or strong familiarity with modern application development concepts, including Agile methodologies, Microservices, APIs (especially FHIR), and cloud platforms (e.g., GCP)

Experience managing or significantly contributing to Proof-of-Concept (POC) or innovation initiatives within a large organization

Management of a consumer facing support team

Company

CommonSpirit Health

Glassdoor3.6

Common Spirit Health is a healthcare organization that provides research programs, home health programs, and virtual care services. It is a sub-organization of CommonSpirit Health.

Founded in 2019

Chicago, Illinois, USA

10001+ employees

https://www.commonspirit.org

H1B Sponsorship

CommonSpirit Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (12)

2024 (5)