Director of Daily Operations and Customer Applications

In managing the Daily Operations and Customer Applications team, oversee all operations and maintenance activities, including day-to-day operation activities associated with enabling and delivering services to VITL stakeholders. 

Provide consultative resources to ensure operational solutions align with the stated business problems that are intended to be addressed. 

Obtain and maintain a broad understanding of the currently applied technologies, data models, application functionality, development processes, and project management tools for all VITL Services (e.g. HL7 versions 2.x, 3.x , HL7 FHIR STU 3 and version 4, Cloud Technologies (Primarily AWS and Azure), SQL/Related databases, , Various Internet Protocols (TCP/IP, SFTP, HTTPS/TLS/SSL, SSH, various VPNs)). 

Ensuring a focus on providing excellent customer service for all internal and external customers.   

Partnering with the leadership team to ensure that projects and initiatives are aligned to strategic goals and customer needs, allocating team resources accordingly.  

Building and maintaining relationships with coworkers, clients and stakeholders  

In collaboration with the Director of Network and Technology Solutions, Project Management, Client Services and other teams, plan and execute the production deployment providing technical expertise as needed to ensure a smooth transition. 

Provide oversight of HL7 interface implementations and data integrations   

Develop and maintain the VHIE Connectivity Criteria as part of the overall Vermont HIE Strategic Plan.  

Contribute to VHIE performance metrics, and assist Leadership in defining and generating reports as necessary  

Develop relationships with clients in conjunction with Leadership to document VITL IT roadmap   

Develop and maintain peer relationships with successful HIEs, ACOs, and hospitals nationally to share, assess and implement best practices.  

Lead in the maintenance and enhancement of the technology infrastructure of the VHIE and maintain human resource capabilities that encourage employee satisfaction, engagement, retention, and diversity: 

Automated Service and Systems monitoring. 

Periodic data quality audits for all data received by VITL. 

Incident resolution monitoring and metrics. 

Serve as the leader of VITL’s Operations team 

Assist the VITL leadership team in defining and implementing automated, metrics-focused, and proactive methods for monitoring all aspects of the service lifecycle and service delivery with an initial focus on service operations. 

Mentor VITL team members and other healthcare community members to support VITL and VITL’s services as appropriate. 

Enable monitoring activities and key metrics constituting VITL’s configuration management approach, ensuring capacity of key components of VITL’s infrastructure are not over capacitated, working closely with the director of Security, Risk and Resilience; 

As it pertains to demand and capacity management, make certain that the growth of the network is coordinated with the growth of network components to ensure VITL’s services are not negatively impacted as VITL’s business grows (for the sake of clarity the actual enhancement of components would most likely be executed by a supplier, VITL technology team or some other entity); 

Oversee VITL’s reporting function to ensure compliance with contract deliverables and support VITL’s need for data to effectively run the business and plan for near and long-term needs of the business; 

Enable a professional and customer-oriented approach to incident and request management supporting customers of VITL’s core services, including but not limited to: 

VITLAccess, the online portal for accessing longitudinal health records; 

VITLResults, VITL’s Results Delivery systems based on Health Catalyst and Rhapsody Integration engine; 

VITLAlerts, Care Coordination (events, clinical values and clinical results) 

VITLInsights, Data Analytics and Extracts 

Oversee general and administrative activities to ensure effective and efficient operations 

Actively participate in and support ongoing strategic planning efforts. 

Develop and manage activities that are aligned to and in support of VITL’s strategic plan.   

Attend and support meetings of the Board of Directors and appropriate board committees. 

Maintain and ensure compliance with procurement policies and practices that enable good stewardship of organizational resources and encourage diversity of suppliers. 

Demonstrate and model a strong customer service commitment, internally and externally. 

Manage, support, and ensure ongoing development of all direct reports and team members. 

Regularly identify and implement opportunities to improve department and organization efficiency and effectiveness. 

Other duties as assigned. 

The position reports to the Chief Executive Officer 

Position supervises members of the Operations team (4). 

Take ownership of VITL operations initiatives, coordinate resource assignments with the team and guide initiatives through to successful completion. 

Guide large cross team efforts through influence and leadership. 

Coach and educate other team members in operational best practices and how this enables excellence in the delivery of VITL services and generating value for VITL stakeholders. 

Work performed in this position impacts thousands of users of the VITL network across the entire state of Vermont and into bordering states. 

Timeline of work assigned is usually weeks to months, and special projects may be assigned with a timeline of 7 to 12 months to completion. 

This position will help define technical budgets for hardware and software needed to implement new capabilities. 

Understanding of the fundamentals of IT systems, networks and operations is required. 

Understanding of project management concepts and practices.  Knowledge of ITIL best practices is a plus. 

Knowledge of common system development methodologies and lifecycles is required. 

Understanding of the intricacies involved in Electronic Data Interchange (EDI), HL7, FHIR and HIT standards. 

Demonstrated skill in technical communications to a diverse group of stakeholders. 

Effective communication skills to negotiate solutions and alternatives. 

Ability to define problems, draw conclusions and recommend solutions. 

Ability to mediate among stakeholder groups and individuals to resolve conflicts and disagreements. 

Ability to focus and manage time in a fast-paced and deadline-driven environment. 

Possess a general understanding of healthcare workflow dynamics and how they relate to utilization of VITL services.   

The successful candidate must be organized, detail-oriented, flexible and comfortable working in a dynamic environment. 

At least seven years of experience in information technology within the healthcare industry or other industries of similar size and complexity. 

Bachelor’s degree in computer science or information technology is preferred; Equivalent work experience will be considered.   

VITL expects employees to be certified in ITIL Foundations or commit to becoming certified within the first year of employment. This is a condition of employment.