Title: Director, Super Users
Location: Fountain Valley
Department: IS Enterprise Applications
Status: Full Time
Shift: Exempt
Pay Range*: $159,057.60 - $238,576.00/annually
MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.
Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.
Position Summary
The Director, Super Users is responsible for a range of activities related to the design, planning, execution, facilitation, implementation, and completion of all activities and initiatives in establishing, maintaining and advancing MemorialCare’s Super User program. They oversee all aspects of MemorialCare’s Super User program and projects in its purview. They are responsible for working closely with IS leadership and ensuring expectations and needs of the Super User support approach are met. They assign responsibilities to the Super User Ambassadors, monitor and report on progress of the Super User program and report out routinely at appropriate venues such as IS Governance, monthly IS/Operations leadership meetings, and townhall meetings.
The Director for Super Users leads, facilitates, and participates in internal steering committee meetings. They ensure the program-related information is regularly distributed and provide transparency to aggregated project data for proper decision-making, escalations, and project prioritization. The Director will be responsible for the oversight of all initiatives with this support approach and mitigate risks. This Director assists in carrying out overall process improvement for the Super User program for both IS and the overall organization. They will work with all levels of staff, both within and outside of the IS department, and routinely function as a critical problem solver and subject-matter-expert. The Director will coach Super User Ambassadors and manage their daily efforts, setting their priorities and establishing goals consistent with the needs of having a highly effective Super User support organization met.
Essential Functions And Responsibilities Of The Job
- Enable Operations Leadership to understand and assist with managing the super users and ensuring Super Users are setup for success.
- The Super User Director will establish and maintain a portal/service for designating Super Users and tracking completion or orientation elements.
- Provide visibility and automate annual validation of participation.
- Promote intentional engagement with Super Users and equip them to be change agents.
- Plan and host monthly Super User meetings and leadership communications.
- Craft and send biweekly targeted Super User emails and MS Teams posts with high quality content.
- Design and manage incentive program.
- Maintain leadership support.
- Establish relevant KPIs and data management for measuring and managing Super Users effectiveness.
- Manage Super User Ambassadors and mentor them to achieve goals of the Super User and IS Department.
- Oversee and directly manage Super User program and lead the strategic architecture, design, planning, review, and governance of associated initiative.
- Manage teams assigned to the projects key to the success of Super User’s initiatives, including identifying and defining requirements, defining scope and objectives, as well as preparing proposals, timeframes, and overall schedule.
- Identify and resolve problems of varying complexity as well as conduct root cause analysis of problems, taking actions to prevent recurring instances of issues.
- Create and maintain documentation, plans, templates, and reports as well as effectively communicate plans to stakeholders.
- Develop and maintain department budgets and oversee expenditures.
- Monitor and report on progress against established Super User initiatives’ milestones.
- Mentor other members of Super User team.
- Follow company policies, procedures and directives.
- Interact in a positive and constructive manner.
- Prioritize and multitask.
- Manage staff and develop career path goals for each member, perform regular scheduled evaluations and provide guidance in development of those goals.
- Undertakes ad-hoc assignments as required to react quickly and positively to new or emergent situations.
- Complies with all IS Policies, Procedures and Standards including: Project Management tools/methodologies, Network/Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI)
- Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.
