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Lead the implementation and production support of Anatomic Pathology LIS applications, managing both L1/L2 support and L3/L4 implementation teams. Ensure operational stability, regulatory compliance, and successful transition from go-live to steady-state support.
Requires 6-10+ years of experience in LIS or healthcare IT and 2-5+ years of leadership experience. Must have deep knowledge of AP workflows and familiarity with regulatory standards like CLIA, CAP, and HIPAA.
Job Functions, Duties, Responsibilities and Position Qualifications:
Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!
The Manager, IT Applications – AP LIS Implementation & Support is responsible for leading LIS implementation delivery and ongoing application support across Anatomic Pathology (AP) workflows at Sonic Healthcare USA (SHUSA). This role owns the operating model for both Application Support (L1/L2) and Implementation (L3/L4) teams, ensuring production stability, successful deployments, go-live readiness, command center coordination, hypercare execution, and transition to steady-state support. The Manager is accountable for AP production support, case-based workflow stability, pathology reporting continuity, and user adoption, while coordinating closely with LIS Configuration & Build, Integration, Infrastructure, Middleware, Billing, QA/Compliance, Operations, Medical Leadership, and vendor partners. This role ensures supported LIS solutions are reliable, scalable, compliant, and aligned to enterprise standards, operational priorities, and regulatory expectations.
Lead implementation delivery and production support operations for AP LIS applications and workflows.
Oversee Application Support (L1/L2) and Implementation (L3/L4) teams, including workload prioritization, resource planning, support coverage, and service performance.
Own end-to-end implementation execution, including project planning, workflow readiness, testing coordination, validation support, cutover planning, go-live command center operations, hypercare, and transition to steady-state support.
Ensure Level 1 and Level 2 support processes provide timely ticket intake, triage, user communication, incident management, routine issue resolution, and escalation readiness.
Coordinate Level 3 and Level 4 escalation pathways with Implementation analysts, LIS Configuration & Build, Integration, Infrastructure, Middleware, vendors, and other technical teams.
Partner with LIS Configuration & Build teams to coordinate required configuration components, including rules, test catalogs, provider/clinic setup, workflow configuration, validation evidence, and release readiness.
Ensure LIS solutions align to AP workflows including accessioning, grossing, histology, microtomy, IHC/special stains, cytology, molecular/AP ancillary workflows, pathology reporting, case tracking, and digital pathology coordination where applicable.
Coordinate integration and dependency management across digital pathology systems, EMR/result delivery platforms, billing systems, label/printer workflows, and downstream reporting tools.
Monitor operational performance, issue trends, root cause findings, defect patterns, support backlog, go-live readiness risks, and stabilization outcomes.
Drive continuous improvement in support processes, implementation methodology, documentation quality, escalation models, and knowledge management.
Collaborate with Operations, QA/Compliance, Billing/RCM, IT Infrastructure, Integration, vendors, and enterprise leadership to resolve issues and ensure successful delivery.
Ensure compliance with CLIA, CAP, HIPAA, 21 CFR Part 11, internal change control, validation, release management, and documentation expectations.
Provide leadership, coaching, performance management, role clarity, capacity planning, and professional development for team members.
Communicate status, risks, dependencies, decisions, and operational impacts to IT Laboratory Operations leadership and cross-functional stakeholders.
6–10+ years of experience in LIS systems, healthcare IT, clinical applications, or laboratory operations technology.
2–5+ years of leadership, team management, supervisory, or major workstream leadership experience.
Strong understanding of Anatomic Pathology (AP) LIS workflows, including accessioning, histology, cytology, pathology reporting, case tracking, IHC/special stains, and digital pathology coordination.
Experience leading or supporting medium to large-scale implementations, upgrades, go-live events, command center operations, hypercare, production support, and stabilization activities.
Working knowledge of application support models, incident management, problem management, issue escalation, testing, validation, and transition-to-support processes.
Knowledge of regulatory and compliance requirements in healthcare or laboratory environments, including CLIA, CAP, HIPAA, 21 CFR Part 11, and validation/documentation expectations.
Ability to coordinate across technical, operational, vendor, compliance, billing, and leadership stakeholders.
Strong communication, prioritization, coaching, analytical thinking, troubleshooting, decision-making, and operational leadership skills.
Execution Leadership
Application Support Excellence
Implementation Delivery
Operational Stability
AP Workflow Alignment
Incident and Escalation Management
Go-Live and Hypercare Leadership
Regulatory Compliance
Cross-Functional Collaboration
Team Leadership and Development
Successful implementation delivery on time and within agreed scope.
Go-live readiness, command center effectiveness, hypercare stabilization, and transition-to-support outcomes.
Application uptime, support responsiveness, incident resolution performance, and backlog management.
Reduction in production defects, repeat issues, avoidable escalations, and post-release instability.
Improved turnaround time (TAT), workflow stability, user satisfaction, and adoption.
Quality and completeness of validation evidence, support documentation, issue logs, change records, and knowledge transfer materials.
Successful audit, compliance, and release readiness outcomes.
Team performance, engagement, development, and workload balance.
This role is critical to maintaining operational continuity and enabling successful transformation of SHUSA’s AP LIS environment. By leading both implementation delivery and application support operations, the Manager helps ensure reliable deployments, effective user support, reduced operational disruption, improved turnaround time, stronger compliance readiness, and sustained laboratory performance. This role also provides the leadership structure needed to separate day-to-day support from advanced implementation work while maintaining clear escalation paths and accountability across the LIS operating model.
Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Quality is in our DNA
Sonic Healthcare USA is a subsidiary of Sonic Healthcare Limited, one of the world's largest medical diagnostics companies, providing laboratory services to medical practitioners, hospitals and community health services, with operations in eight countries, on three continents and providing care to over 120 million patients each year. Sonic Healthcare USA is a leading provider of state-of-the-art laboratory services and professional pathology groups throughout the USA with nine operating divisions and nearly eight thousand US-based employees. Sonic Healthcare USA utilizes a federated business model that emphasizes medical leadership and community-based laboratory testing and professional pathology services to provide outstanding quality and service to the doctors and patients that they serve. For more information, visit the Sonic Healthcare website at www.sonichealthcareusa.com.
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