This position provides leadership and management for the Information Technology (IT) service line within University of Utah Health Hospitals and Clinics, where assigned. This role is accountable for the architectural framework for system analysis and development, maintenance, support and enhancement recommendation for health information and business systems across the organization. The incumbent is responsible for the effective coordination and collaboration with other divisions and departments, supporting all business units in medical information matters and assisting clinical departments in the prioritization of information needs. Contributes to strategic planning and governance activities. Department Overview: Information Technology Services (ITS) strives to provide industry leading information technology solutions in support of patients, providers, researchers, staff and visitors. As the strategic and operational IT service provider for University of Utah Health, ITS is responsible for implementing and supporting mission critical IT applications, technology and services. These include the electronic medical record, revenue cycle applications, several hundred 'boutique' health care applications, the electronic Data Warehouse (eDW), patient portal, telemedicine, biomedical engineering and Health Information. Applications training and critical services such as infrastructure, help desk, data security and many other functions are provided, much of which is supported in collaboration with University Systems Services (USS). This position has no responsibility for providing care to patients at this time.

 

This role leads the strategy, implementation, and operations of contact center platforms, including migration from legacy systems to CCaaS solutions.

 

• Oversees platform architecture, integrations with enterprise systems, and ongoing performance, stability, and optimization.
• Establishes support models and manages service cost structures, including billing and chargebacks.
• Partners with clinical, operational, and administrative stakeholders to align solutions with business and patient engagement needs, while driving modernization across voice, digital, and automation capabilities (IVR, chat, AI, workflows).
• Provides leadership in hiring, developing, and managing staff, including performance management and team engagement.
• Oversees budget planning and financial performance, ensuring alignment with organizational goals.
• Accountable for service quality, patient satisfaction, and continuous process improvement.
• Requires strong leadership and communication skills, knowledge of healthcare operations and financial management, and deep expertise in CCaaS platforms,cloud communications, legacy system migration, API integrations, and contact center operations.

 

Proven ability to lead digital transformation initiatives is essential.

 

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

 

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

Essential Functions

Job Specific Responsibilities and Accountabilities

• Performs to required standards for job specific responsibilities and technical competencies.

Talent Management

• Hiring, training, developing, and communicating with staff.

Financial Management

• Responsible for developing, monitoring and achieving budget goals.
• Manages labor and non-labor expenses to budget or flex budget.
• Manages revenue to budget to maximize potential revenue.

EPE/Service

• Responsible for patient satisfaction scores within assigned area(s).
• Responsible for upholding PROMISE standards of direct reports and team members.

Quality

• Responsible to achieve quality goals for assigned area(s).
• Manages and promotes continuous process improvements in assigned area(s)

Performance Management

• Responsible to provide staff feedback on performance, including on-time appraisals and coaching.
• Responsible to deal with conflicts in a proactive manner and to reach resolution in a timely manner.

Building Relationships

• Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.
• Actively engages staff with updates and news as well as involving staff in decisions and work teams. Provides feedback and recognition when appropriate.

Knowledge / Skills / Abilities

• Ability to perform the functions of the position, as outlined above.

• Demonstrated leadership, human relations, and effective communication skills.

• Knowledge of health care business operations and demonstrated operational planning skills.

• Knowledge of budgeting practices, reporting analysis, and forecasting.

• Knowledge of information technology, Epic, Business Objects, scheduler, and other efficiency tools.

Required

• Bachelor's degree Information Systems, Business Administration, or related area, or equivalency.
• Six years of progressively more responsible management and strategic planning experience.

Preferred

• Master's degree in Information Systems, Computer Science, Business Administration, or a related area.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking