Manager, PrescribeIT Operations and Services

Posting Date: June 16, 2017
Position Title: Manager
Department: PrescribeITTM
Report to: Director, PrescribeIT Operations and Service Management
Location: Toronto

Canada Health Infoway is working with Health Canada, the provinces and territories, and industry stakeholders to create, operate and maintain a financially self-sustaining, multi-jurisdiction e-prescribing service, known as PrescribeIT™. This will be a single service that can be scaled for use across the country, enabling prescribers to electronically transmit a prescription to a patient’s pharmacy of choice.  

The service will provide safer and more effective medication management by connecting community-based prescribers (such as physicians and nurse practitioners), either through their existing electronic medical records (EMR) systems or standalone applications, to community retail pharmacies’ pharmacy management systems (PMS) to enable the electronic transmission of prescriptions.

As a neutral, not for profit third party with significant relationships with key stakeholders and award winning project management expertise, Infoway is well positioned to deliver on Canada’s need for a comprehensive e-prescribing system that includes and serves the interest of all Canadians, prescribers, pharmacists and pharmacies, and that doesn’t sacrifice privacy and security for commercial self-interest.

Position Purpose

This position strives to develop and maintain reliable PrescribeIT service, working with the managed services providers. The incumbent ensures that all Service Level Agreements, Service Level Objectives and Statements of Work meet the levels of the contracted services and that services are delivered as contracted. This position will work directly with the managed service providers for functional requirements, architecture development, technical engineering, design and all operational functions, to ensure all services are sustainable, supportable, reliable and managed to preserve the operational integrity of PrescribeIT.

The incumbent will coordinate between PrescribeIT business leaders, jurisdictional contacts and managed services providers personnel, prioritize conflicting priorities, provide status updates to the PrescribeIT team, identify and mitigate risks and generally maintain the relationship with PrecribeIT stakeholders and the managed services providers.

Major Responsibilities

• Manage and report the performance of the vendors throughout the duration of the contract.
• Establish PrescribeIT service quality system and quality plans, including service design, development, transition and operational processes, tools, checklists, templates, etc
• Ensuring services delivered by the vendors conform to what has been contractually agreed and monitoring the delivery of contracted services against schedule, quality, scope and budget.
• Coordinating vendors’ and related PrescribeIT resources, resource planning and addressing service or performance issues.
• Create, manage or review project plans, ensure project timeline meet service customer needs and overall PrescribeIT program plan.
• Managing the financial aspects of the contracts such as billing, service credits and other financial issues.
• Escalation to PrescribeIT service management when issues arise with vendors related to service delivery, progress, financial issues, etc.
• Reporting internally to PrescribeIT on the vendors’ organization or performance related to services delivery, progress, economics, etc.
• Ensure conformance with requirements and to Prescribeit expectations.
• Understand and articulate the PrescribeIT vision to vendors.
• To assist where appropriate in defining new, strategic requirements.
• Translate the product roadmap into actionable Statements of Work.
• Manage the Change Order Process.
• Manage the integration of PrescribeIT requirements management, issue tracking and publishing systems with the vendors’ equivalent systems.
• Oversee the transitions from development to operations.
• Coordinate the PrescribeIT acceptance process and the vendors’ quality management processes.
• Oversee the Root Cause Analysis processes for any service faults.
• Discover and implement best practices for vendor management.
• Participate in training design, documentation and other delivery efforts.
• Secure appropriate sign-offs, as per the PrescribeIT governance model, for all deliverables.

Education

• Undergraduate Degree in a technical or engineering discipline
• Masters Degree is an asset.

Qualifications

• 10+ years experience with information technology service delivery and operations;
• 5+ years experience with software development, information technology project delivery and oversight responsibilities.
• 5+ years experience in IT supplier management
• Information Technology Library (ITIL) V3 Certification is an asset
• Experience with Agile software development knowledge
• Experience with issue tracking, helpdesk, document management, requirement management tools
• Experience with medication management, pharmacy workflow is an asset
• Excellent facilitation, influencing, organizational and communication skills
• Experience in both public and private sectors of healthcare technology a strong asset
• Experience with HL7 FHIR, and terminology standards is an asset
• Experience with ISO and related quality management systems
• Ability to travel occasionally.

This position is for a one year term position with opportunity for renewal.

We thank you for your interest in this opportunity at Infoway however, only those applicants who most closely meet the qualifications for this position will be contacted.

Infoway provides accommodations for employees and applicants with disabilities.