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Director, Clinical Application Support

St. Jude Children's Research Hospital
St. Jude Children's Research Hospital
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Job Details


Company Description
St. Jude is where those with a passion for making a difference come to break new ground. Located in Memphis, Tennessee, the mission of St. Jude Children’s Research Hospital is to advance cures, and means of prevention, for pediatric catastrophic diseases through research and treatment. We are leading the way the world understands, treats and defeats childhood cancer and other life-threatening diseases. 

We are looking for a highly talented Director of Clinical Applications to join our leadership team as we continue to transform to support our growing organization. Clinical Applications concentrates on health care technology use by clinicians. Our team is responsible for administering the electronic health record system as well as additional clinical applications. This includes the implementation, maintenance, and enhancement of our clinical systems. In addition, our team is responsible for at-the-elbow support and end-user training for all clinical applications.


This role is responsible for managing the Clinical Application Support Team. This part of the Clinical Applications organization is responsible for clinical staff support and education as it relates to our clinical applications. It includes our Training and Education team that is responsible for all Epic training across St. Jude. They also own much of the regular communication regarding system updates and the impact on end users. The team is largely focused on Epic but will assist with other clinical application training and communication. The new Director will also be responsible for the Support & Personalization Team. This team provides at-the-elbow support for our applications. They will round on all clinical areas and act as the “front door” for our Clinical Applications support structure.


In this role, you will be responsible for managing customer relationships and leading a team of highly skilled professionals to support our clinical applications. You will excel at this job through collaborating with clinical informaticians, end user clinicians, and operational leaders to understand the workflows and requirements for the day-to-day use of our systems. You will also need to stay up to date on the possibilities offered by our systems. You will want to ensure that St. Jude stays current with available functionality if it meets our organization’s needs. Finally, this role needs to focus on mentoring and growing the team. This includes recruiting, hiring, and performance management as well as improving and shaping the teams’ processes over time.


This role will also have individual contributor responsibilities within the Clinical Applications structure. Specifically, this position will be asked to own an active role in the Clinical IS Governance process. This will include collaborating with the CMIO and VP of Clinical Applications on the governance structure and processes. It will also include ownership of documenting and tracking priorities across the various Clinical Applications teams.


Your Impact


• Ensure the reliability and high performance of clinical applications, recognizing their importance in clinical areas
• Build & manage a team of experts in clinical staff support and education
• Partner with customers across the institution to deliver thought leadership, look for new ways to enhance, develop or execute solutions and insights through the use of clinical applications
• Deliver cutting edge data and solutions across the clinical, research and healthcare operations portfolios
• Mature the processes used by the team for intake, communication, and coordination.


Some regular responsibilities might look like, but are not limited to,
• Manage, mentor, and grow the Clinical Applications team members to support the growing needs of St. Jude
• Develop and maintain strong relationships with institutional partners and clinical customers
• Work with peers in other areas of the St. Jude IS organization such as clinical informatics, administrative applications, technology, client services, clinical research, and analytics
• Monitor and improve the process and schedule for team rounding in clinical areas, including gathering and acting on feedback
• Advocate and advise on education processes and tools to ensure that the team is meeting the needs of the St. Jude clinical staff
• Learn operational workflows in various parts of the institution e.g.: Clinics, Hospital, Ancillary Services, etc.
• Foster a collaborative team culture focused on customer collaboration and quick delivery
• Assist the VP of Clinical Applications in strategy development and planning for future projects and optimizations
• Assist with clinical applications governance policies and processes
• Participate proactively in the annual financial planning and budgeting process, which includes the upkeep of assets, resources and associated costs, and new projects (both capital and operating expense)

Minimum Education

  • Bachelor's or Master's degree in business administration, computer science, data science, information science or related field

  • Minimum Experience

    You’re going to need

    • Minimum requirement: 10+ significant years experience in an IT functional area or a related healthcare/clinical area with experience managing mid-large teams with focus on both achievement of objectives as well as critical skill-building.
    • 8+ years of related healthcare experience and a strong understanding of clinical applications and how to support them
    • 5+ years of experience managing healthcare and/or support teams
    • Experience in Healthcare with a strong understanding of healthcare operations and healthcare data
    • Ability to help non-technical leaders and personnel understand clinical applications and how to get the most benefit from them
    • Exposure to Epic specifically, and/or experience with additional clinical applications, preferred
    • Knowledge of ITIL framework and typical application support models. Prefer experience with ServiceNow or similar software used to manage support team processes
    • Excellent communication skills. Able to communicate effectively with a range of stakeholders from senior leaders to analysts, and present to both technical and non-technical audiences
    • Results-oriented with strong coaching, decision making, influencing, mentoring, negotiation, problem-solving and situational analysis skills
    • Possess strong analytical thinking skills, ability to deconstruct complex problems and define and implement solutions

    Other Information

    St. Jude is an Equal Opportunity EmployerNo Search Firms:St. Jude Children's Research Hospital does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at St. Jude via email, the internet or in any form and/or method without a valid written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by St. Jude.COVID-19 vaccine:St. Jude Children’s Research Hospital has mandated the COVID-19 vaccine for all employees, excluding those with an approved medical or religious accommodation, as a condition of employment. 49164


    About St. Jude

    St. Jude Children's Research Hospital, located in Memphis, Tennessee, is one of the world's premier research and treatment centers for pediatric cancer and catastrophic childhood diseases. Scientists and clinicians work together daily to translate laboratory discoveries into clinical trials and new therapies for patients. The environment at St. Jude is highly interactive, with opportunities to collaborate with investigators across the campus. All investigators have access to state-of-the-art core facilities, including proteomics, gene-editing, bioinformatics, imaging, protein production, molecular synthesis, and high throughput small molecule screening.

    For more information about postdoc life at St. Jude, visit

    St. Jude is an Equal Opportunity Employer. St. Jude does not discriminate based on race, national origin, sex, genetic information, sexual orientation, age, religion, disability, veteran’s status, or disabled veteran’s status with respect to employment opportunities. All qualified applicants will be considered for employment. St. Jude engages in affirmative action to increase employment opportunities for minorities, women, veterans, and individuals with disabilities.

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