eHealth Saskatchewan Hiring for Manager, Service Desk at Regina, SK Full Time

eHealth Saskatchewan (eHealth) is a Treasury Board Crown Corporation with a unique blend of healthcare and IT services. Our vision is ‘connected healthcare, accessible to everyone, everywhere with a mission to ‘collaborate to transform healthcare through the use of information and innovative technology’. Information is securely protected, delivered, and readily available to healthcare providers through a vast array of platforms and exchange tools within physician offices, acute care centers, pharmacies, and labs throughout our province. eHealth has developed a web based viewer for healthcare providers to bring all this information into one easy-to-use and readily available healthcare portal. We launched MySaskHealthRecord, a web-based patient portal for citizens of Saskatchewan, where they can log in to access their own health records and take charge of their own health and care in partnership with their healthcare provider(s).

The eHealth Service Desk is a large, and complex environment that handles requests from healthcare providers across the province and provides support to our Saskatchewan citizens as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

About the Role

The Manager, Service Desk will oversee the day-to-day management, operations, and performance of the eHealth Service Desk. The individual manages the single point of contact and customer support for critical clinical applications for the Saskatchewan health sector and for the MySaskHealthRecord services for Saskatchewan citizens. The individual will facilitate communication amongst health sector stakeholders and interdisciplinary end users while working collaboratively and directly with the technical experts and/or vendors. With patients and the public at the forefront, you will be responsible for providing a great customer experience for healthcare partners and ensure that eHealth’s programs, technology and tools are accessible and functional for those who need them.

Responsibilities

Accountable for leading strategic planning, development, implementation, monitoring and evaluation of the eHealth Service Desk;

Establishes strong working relationships and facilitates on-going collaboration with stakeholders across the province;

Develops an annual work plan, including objectives, timelines and outcomes in consultation and collaboration with external and internal stakeholders;

Develops, implements, monitors and evaluates quality assurance and quality improvement initiatives by continually evaluating Service Desk goals, objectives and procedures;

Establishes and facilitates committees and working groups as required to support Service Desk planning, development, evaluation, and quality improvement;

Responsible for data analysis and report development for utilization management, quality assurance, demand and capacity analysis, and program evaluation;

Effectively prepares, controls, and evaluates the annual staffing and operating budgets, and is responsible for the completion of budget forecasts and variance reporting for the services/programs they oversee;

Sets performance expectations with individual staff members, identifying short and long term goals, and conducts annual performance reviews for staff and provides ongoing feedback and leadership to staff regarding performance expectations;

Responsible for the development of a communication plan to ensure transparency to stakeholders and the development of a formal issues management process to handle stakeholder concerns and to improve the service(s) delivered; and

Acts as a role model reflecting the vision, mission and values of eHealth Saskatchewan and the philosophy of client-centred care.

Experience & Qualifications:
Post-secondary degree in business, IT or health related field;

Have minimum 5 years management experience;

Minimum 5 years working in the IT services field; and

Strong understanding of ITIL best practices, ITIL certification is preferred.

If this role sounds like the opportunity you’ve been looking for to showcase your abilities – we’d love to hear from you!

We are committed to workplace diversity.

Number of Openings: 1

Closing Date: Jan 3, 2022, 11:59:00 PM