Healthcare Technical Operations Manager
UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations that helps our customers achieve affordable, equitable health care for all. We have a strong global presence, with a workforce of over 4,000 people built on a foundation of simplicity, integrity, people-centricity, and leadership.
You Are
The IT Technical Operations Manager will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s values. The IT Technical Operations Manager will work in Eastern Time hours.
The Opportunity
- As an IT Technical Operations Manager at UST HealthProof, you will be accountable for the following:
- Manage operational excellence for technology delivery
- Timely generation of SLA/ Operational reports to customers and management
- Driving issue resolution and root cause analysis for incidents
- Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
- Driving customer calls and priorities
- Prioritize daily operational events and issues
- Managing incidents in the service management systems like JIRA/Service Now.
- Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
- Plan system maintenance and upgrade events across multiple vendors
- Customer escalation resolution
- Project staffing
- Define improved methods that create ease and consistency
- Coordinating with offshore teams and leadership
- Available for on-call support after hours and weekends
- Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.
What You Need
- Bachelor’s degree or higher in business or technical field or commensurate experience in the field
- 6+ years’ experience managing a mid to large size customer facing production support environment
- Experience working in an onshore/offshore model is a must
- Experience in delivery management and customer partner or account interaction is a must
- Experience working in a technical support role in complex architecture environment
- Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO)
- Experience working with SaaS providers and HealthEdge applications is a plus
- Experience managing health of production application environments
- Strong experience with service management, SLA tracking and operational reporting to customers and management
- Strong experience handling Sev1 / Sev2 incident responses
- Strong experience working within a high governance and compliance environment
- Experience managing health of production application environments
- Experience working in a technical support role in complex architecture environment
- Experience coordinating with partners for patching, enhancement requests and incident management
- Experience managing projects and tasks
- Strong communication skills with peers, customers, and partners
- Experience in setting up processes using service management tools, Preferably Service Now and Jira Service Management
- Experience working with Vendors
- Experience managing tasks and deliverables
- Strong Excel, PowerPoint and presentation skills
- Experience with SQL required
- Experience with Cloud AWS/GCP desirable
- Experience with SOAP desirable
- Experience with Healthcare EDI highly desirable (e.g. 270, 271, 276, 277, 834, 835)
- Experience ETL processing desirable Experience with ITIL practices and software delivery is a must (ITIL certification is a plus)
- Practical knowledge of working with SOWs, SLAs, and Change Requests
- Ability to foster partnerships and a shared sense of responsibility toward goals
- Strong/proven customer focus
- Capability to approach problems as challenges
- Strong planning and coordination skills
Geographic Responsibility: Remote, US
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- Will require up to 5% travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
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**The annual US base salary range for this position is $120,000 to $140,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.