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Job Information

Cerner Senior Manager, Client Support - Tiger Institute in Columbia, Missouri

83559BR

Job Title:

Senior Manager, Client Support - Tiger Institute

Business Unit:

ITWorks - MU

Job Description:

Join the team as part of the strategic alignment between Cerner and MU Health–Tiger Institute. This long-standing partnership is a shared goal to improve the health of Missourians by connecting providers and patients to improve quality of care, lower costs, and increase access for all.

As the Senior Manager, Client Support at Tiger Institute, you will plan and manage the operations of associates assigned to support specific software, hardware, or system solutions as part of the virtual application development team, server team, and database team. In the role, you will manage all phases of the support process, including allocation of resources, reporting and trending of volumes and outcomes, and knowledge management efforts. Also, establish processes to ensure support efforts meet quality standards, promote client satisfaction, adhere to service level agreements, manage the escalation process for resolving complex issues or situations, and develop strategies for support workflow and reporting relationships to obtain optimum effectiveness. Other aspects include coordinating cross-functionally to ensure seamless execution of processes and resolution of issues. You will also lead, direct and review the team’s work to achieve operational or functional targets or objectives with significant contribution towards achieving immediate and short-term results for the team, department, and organization. Other responsibilities will include establishing and communicating team or department goals that support and advance team, department, and organization objectives; establish metrics or other performance measures to track progress; influence diverse stakeholder groups and drive acceptance of policies, practices, and procedures within the broader area of responsibility; and identify, propose and lead the team- and department-level quality and process improvement initiatives; lead or influence strategic initiatives at the department-level and provide input on strategic initiatives for the organization. Finally, you will deliver consistent and timely training, guidance, and feedback to encourage success and promote associate growth through regular developmental conversations, identification of developmental opportunities, and own decision-making for staffing and performance decisions for direct reports.

Auto req ID:

83559BR

Org:

Tiger Institute

Additional Information:

Applicants for U.S. based positions with Cerner Corporation must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

As of January 18, 2022, as a condition of employment, all US-based employees must be fully vaccinated against COVID-19 unless a medical or religious exemption is approved.

Some Cerner positions may be obligated to comply with additional client-facing requirements and occupational health requests, including but not limited to, an immunization set, an annual flu shot, an annual TB screen, an updated background check, and/or an updated drug screen.

Career Level:

Senior Manager/Director

Company Overview:

Cerner is a place where people are encouraged to innovate with confidence and focus on what is important – people’s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.

Cerner’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.

EEO is the Law (English) (https://www.cerner.com/-/media/FF88D3155CB245EB98BA1DB8F934E3E5.ashx)

E-Verify Participation (English)

Right to Work (English) (https://www.cerner.com/-/media/E1CD6BEF8082430E882E5CD9D5165A86.ashx)

EEO is the Law (Spanish)

E-Verify Participation (Spanish) (https://www.cerner.com/-/media/88648CD9668E49FBA6EB9C11FAA1634F.ashx)

Right to Work (Spanish)

Country:

United States

Org Unit:

Client Relationships

Qualifications:

Basic Qualifications

  • At least 10 years of total combined related work experience and completed higher education, including:

  • At least 3 years of customer service, call center, hospitality and/or technical support work experience

  • At least 7 years of additional work experience directly related to the duties of the job and/or completed higher education

Preferred Qualifications

  • Bachelor’s degree

  • At least 3 years of people management, matrix management, project management or other indirect leadership work experience

Expectations

  • Reside in or be willing to relocate to the Columbia, Missouri area

  • Willing to work additional or irregular hours as needed and allowed by local regulations

  • Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position

  • Perform other responsibilities as assigned

State/Province:

Missouri

Associate Type:

Regular

Relocation Assistance Available:

No

Job Level:

Management 4

City:

Columbia

Virtual Eligible:

No

Job Function:

Support Services & Operations

Government Job:

NO

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