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Lead the local IT department for a partner practice, acting as a liaison between stakeholders and central technical support teams. Oversee day-to-day IT operations, resolve escalated tickets, and manage technical projects to improve service delivery.
Requires at least 5 years of technology support experience with 3+ years in IT leadership and a high school diploma or GED. A bachelor's degree in information systems or healthcare and experience with Microsoft server environments and HIPAA are preferred.
OneOncology is positioning community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision.
Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, urology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of independent physicians and the patients they serve.
The Manager, IT Field Operations will report to OneOncology’s Sr. Manager, IT Field Operations. As part of OneOncology’s technical support team, this role will act as an IT team leader for a partner practice of OneOncology. The Manager, IT Field Operations, is tasked with assuring excellent IT service while being customer-facing and must demonstrate unparalleled customer service. The Manager, IT Operations will lead the local IT department and projects in partnership with the OneOncology central IT services team. The role will be responsible for training, supporting, and leading the IT team supporting one of our partnered practices. This role will represent the OneOncology IT team and interface with practice stakeholders to ensure that IT service delivery to the practice is constantly developing and improving.
This is a full-time, onsite position in Jacksonville, FL.
Responsibilities:
Acts as a liaison between practice stakeholders and OneOncology technical support teams.
Participates in timely communication and tracking when emergency or escalated issues arise.
Leads and oversees technical projects in alignment with practice goals.
Leads day-to-day components of IT support for the practice. This includes, but is not limited to, technical customer service, resolving escalated tickets, and other items related to practice IT operations and projects.
Responds to and resolves requests for assistance with computer systems and provides superior customer support ("white glove") experiences for users.
Leads efforts to improve practice IT department processes and procedures in partnership with central service delivery team.
Provide feedback and updates to practice leadership and other appropriate teammates from start through resolution of practice-wide technology issues and projects.
Ensures service support processes, procedures, SLA's, performance metrics and service quality align with central service team core processes.
Coordinated with Director, IT Practice strategy to research, evaluate, recommend, and implement technology solutions.
Serves as an extension of our IT technical project team for clinical technology projects, including but not limited to opening of new clinic locations, etc.
Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.
Required or Preferred Qualifications (specify within):
Bachelor’s degree in information systems or healthcare related field is preferred
A high school diploma or GED is required
At least 5 years of progressively responsible work experience in technology support
3+ years in IT leadership/management
Healthcare related experience a plus
Essential Competencies:
Strong communication skills, including the ability to communicate effectively in both written and verbal forms with all levels of practice employees and stakeholders, as well as peers and leadership within the OneOncology IT and service desk team.
Experience as a technical leader providing proven solutions. Experience in healthcare a plus.
An understanding of HIPAA or similar regulatory and security/privacy frameworks.
An ability to think critically about systems and adjust as needed.
Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
An ability to recognize service gaps and fill in as a utility player as necessary to complete work and resolve issues
Strong knowledge of hardware, software, and network
High level understanding of computer systems, telecommunications systems, security, network and systems administration
Strong knowledge of practice management principles
Excellent leadership and decision-making skills
Strong technical ability with working knowledge of MS Servers, SANs, Network Infrastructure
Able to successfully multitask and prioritize service issues while working under pressure
Strong knowledge of:
Active Directory user and group maintenance tasks
Group Policy design, management and troubleshooting
Virtual Environment Management, M365 management and administration, an understanding of various Microsoft Server and related products (VMWare, Remote Desktop Services, etc.)
VOIP phone systems (Zoom Phone experience a plus)
Experience with Powershell and/or other scripting/automation techniques is preferred.
Attendance is an essential job function.
Caring for Cancer Patients is a Privilege!
Tennessee Oncology is one of the nation’s largest community-based cancer care specialists and home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology’s mission remains unchanged: To provide access to high quality cancer care and the expertise of clinical research for all patients at convenient locations within their community and close to their home. To this day, our growing network of physicians and number of locations is based on this mission. In 2018, Tennessee Oncology joined OneOncology, a partnership of oncologists and industry leading experts driving the future of community-based cancer care in the United States, as a founding practice partner. Physicians specializing in gynecologic oncology, palliative care, radiation oncology, and health psychology comprise our group. Tennessee Oncology provides a full range of diagnostic services, including oncology specific expertise in PET/CT and laboratory services. Clinic locations provide on-site chemotherapy treatments so that patients receive care in their community and close to their home. Our physicians utilize the latest in molecular diagnostics and profiling to choose treatments specific to the genetics of your cancer. Oncology research is the largest area of new drug development. Self -administered medications, those taken by mouth or injected by the patient, comprise approximately 40% of these investigative medications. Tennessee Oncology’s in house pharmacy, Park Pharmacy, stocks oncology and hematology medications not readily available at community retail pharmacies. A URAC accredited Specialty Pharmacy, Park provides insurance and benefits investigation, prior authorization services for insurance coverage, co-pay assistance through manufacturer or foundation programs, extensive medication education, and access to a pharmacist 24 hours a day, 7 days a week.
Offices: 2004 Hayes St, Nashville, Tennessee 37203, US
