Consulate Health Care IT Applications Support Manager - Consulate Health Care - Maitland in Maitland, Florida

Job ID 42767
Position Location US-FL-Maitland
Facility Name Consulate Health Care - Maitland
Job Category Information Technology
Position Status FT (Full Time)

Job Overview

Purpose of Your Job Position

As a Consulate Health Care employee, you are entrusted with the responsibility of carrying out your daily tasks and assigned duties while demonstrating Consulate’s Core Values of Compassion, Honesty, Integrity, Respect and Passion. You are expected to provide innovative, responsible results with the creation and implementation of new ideas and concepts that continually improve systems and processes to achieve superior results. The primary purpose of the Application Support Manager is to plan, direct and manage the day-to-day A/R and Clinical applications in support of core organizational functions and business processes for Consulate Health Care, and its affiliates. This role is also responsible for ensuring effective levels of application support are in place to meet the business needs striving for cost effectiveness and for providing staff leadership that work to add value while ensuring applications perform at levels that meet or exceed users’ expectations. This role also responsible for Identity and Access Management and as such is responsible for provisioning and deprovisioning of all user accounts and access request needs.

Job Functions

The IT Application Support Manager is responsible for creating a team-oriented, problem solving culture that fosters creativity and results in a performance-driven, customer-focused application team. Responsible for ensuring the team is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service. The IT Application Support Manager has to be a critical thinker who can analyze the existing software systems and provide solutions to their team. Responsible for supporting new software initiatives to meet company and industry requirements and standards. To develop a plan for the Application Support team to ensure resources are utilized effectively and identify potential resourcing issues. Responsible for reviewing ticketing data to identify and implement improvements to provide a more effective and efficient service to our customers. The IT Application Support Manager needs to possess good leadership qualities and communication skills in order to manage the team. The manager develops and leads a team of analysts and specialists to address all application issues in the organization. Ensuring that the support analysts respond to requests and incidents from our clients by phone or email, troubleshoot and resolve software-related problems and issues. Motivate the team to adhere to our best practices and deliver outstanding customer service and satisfaction to our customers across locations. The IT Application Support Manager has to possess a sharp learning temperament and keep abreast of the latest industry developments. The manager should use their experience and knowledge to train, mentor and familiarize new hires and inductees with Identity Access Management and application support requirements.

Duties and Responsibilities

  1. Meet with decision makers from Consulate Management Company and its affiliates systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues.

  2. Oversee 100% of the requests, incidents and problems for our AR and Clinical software applications. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to internal and external customers.

  3. Provide data and reporting trends to the department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage ticket queues.

  4. Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.

  5. Train, coach and mentor AR Clinical Specialists and Identity Access Management Analysts including career development. Can train and demonstrate the application to all levels of staff.

  6. Meet with BSA’s and end users from Consulate Management Company and its affiliates systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve system issues.

  7. Served as a subject matter expert in design sessions in prototyping new systems for the purpose of enhancing business processes, operations, and information process flow.

  8. Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.

  9. Review, prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

  10. Manage process for communicating outage/emergency activities to the organization.

  11. Identify and establish scope and parameters of systems analysis in order to define outcome criteria and measure-taking actions.

  12. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information

  13. Assure access management considerations are taken account of in all projects.

  14. Ensure all solutions are documented, unresolved issues are escalated to the appropriate group for final resolution, and customers are informed of the status of their requests and incidents.

  15. Ensure all access requests are vetted, investigated, and responded to properly.

  16. Review and discuss third party applications that will require data migration to centralized applications such as PCC and any other business application.

  17. Provide technical, analytical, and operational support to the team and our customers.

  18. Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in our issue tracking system.

  19. Create systems models, specifications, diagrams, workflows, and charts to provide direction to system programmers.

  20. Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support.

  21. Manage all aspects of Application Support and Identity Access Management Teams staffing, including recruitment, supervision, scheduling, after hours on-call rotation, development, evaluation, and disciplinary actions.

Other Duties and Responsibilities

  • Must be able to work flexible shift hours and carry a cell phone when required.

  • Embrace Consulate’s five core values of compassion, honesty, integrity, respect, and passion, and incorporate them into daily job function.

  • Demonstrate respect and compassion in every interaction.

  • Conduct oneself with the highest degree of honesty and integrity in every interaction.

  • Demonstrate a passion for caring as evidenced by interaction with co-workers, residents, families, and visitors.

  • Perform other duties as assigned.


  • Bachelor’s degree from a four-year college or university; or one to two years related experience and/or training; or an equivalent combination of education and experience.

  • 1-3 years of supervisory experience is in a leadership position with direct reports in Service Desk, desktop support, or similar IT management/supervisory role.

  • ITIL Foundations certification preferred.

  • Three to five years of relevant experience in Business Operations or IT Support; specifically in health care (Long Term Care preferred), meeting project milestones and deliverables and supporting clinical/non-clinical end users.

  • Must possess strong management and leadership skills, combined with the ability to work effectively across all organizations within the company.

  • Must have strong written and verbal communication skills.

  • Thorough and detailed comprehension of these undertakings is required to function effectively in this position.

  • Excellent verbal and written skills are required to accurately convey program status, direction and strategic initiatives in a non-technical manner to senior management.

  • A high degree of proficiency in the Microsoft Office suite of products is also required (Word, Excel, PowerPoint, Outlook, etc.).

  • Strong planning, strategizing, managing and monitoring skills are required to effectively manage through times of ambiguity

  • Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.

  • Ability to respond to common inquires or complaints from customers, regulatory agencies or members of the business community.

  • Ability to effectively present information to top management, public groups and/or boards of directors.

  • Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

  • Proficient personal computer skills to include electronic mail, record keeping, routine database activity, word processing, spreadsheet applications, graphics, etc.

  • Ability to conduct research into systems issues and products as required.

  • Ability to communicate ideas in both technical and user-friendly language.

  • Highly self motivated and directed, with keen attention to detail.

  • Proven analytical and creative problem-solving abilities.

  • Able to prioritize and execute tasks in a high-pressure environment.

  • Ability to prioritize, organize and delegate assignments.

  • Strong customer service orientation.

  • Ability to work in a team-oriented, collaborative environment.


Company Overview

Where Will Compassion Take You?

At Consulate Health Care, we're looking for talented, compassionate and hard-working individuals who are eager to serve others. Our team members go above and beyond to give our residents and patients the care they deserve — so you'll find that every day with Consulate Health Care offers new and exciting opportunities to learn and grow.

Compassionate hearts and passionate dedication – these two qualities shine in our team members and provide the foundation for our mission of “Providing Service With Our Hearts and Hands” . The compassion you'll show to residents, patients and their families is the lifeline of our business, while relationships with your peers and coworkers will strengthen our vibrant, diverse community.

Consulate Health Care is one of the nation's leading providers of Senior healthcare services, specializing in post-acute care. Operating in 21 states, we offer services ranging from short-term transitional care to Alzheimer’s and dementia care.

  • 24-hour skilled nursing care

  • Comprehensive post-acute care

  • Physical, Occupational and Speech therapies

  • "Your Journey Home" short-term rehab program

  • Alzheimer's and dementia care

  • Care for medically-complex patients