Director, Info Ops (Healthcare experience required)

NextGen Healthcare; Baltimore (MD); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading healthcare solutions company is seeking a Director of Info Ops in Baltimore. This role requires 8+ years in IS/IT with strong management skills, focusing on enhancing customer satisfaction and operational efficiency. The ideal candidate will have experience in technical support strategy and managing diverse teams. This position involves frequent travel and requires a Bachelor's degree in a related field.

Qualifications

• 8+ years’ experience in IS/IT role designing, implementing, and maintaining software solutions.
• 5+ years’ experience in a management or supervisory role.
• Knowledge of current protocols, internet standards, and best practices.

Responsibilities

• Develop and achieve technical support strategic objectives.
• Manage Technical Support team and Field Services team.
• Ensure targeted service and performance standards are met.

Skills

Advanced leadership

Effective communication

Analysis and creative problem-solving

Project management

Education

Bachelor's degree in computer science, software engineering or related field

Tools

Microsoft Windows servers

Cloud computing

Microsoft 365

Virtualization

Data center infrastructure

Job description

Director, Info Ops (Healthcare experience required)

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The Director, Info Ops will be responsible for executing the technical support strategy and tactics that will improve the customer experience. The focus is to drive the business forward in creating stronger relationships with VIP customers, increasing customer satisfaction, creating operational efficiency, and creating a motivational environment that attracts the best of the best.

This role will require frequent travel to a large client site in the DC/Baltimore area.

• Developing and achieving technical support strategic objectives and goals to support the organizational vision.
• Managing and directing Technical Support team and Field Services team while leading the development of the vision and strategy for VIP customers.
• Ensuring targeted service and performance standards are achieved or exceeded.
• Executing tactical plans and initiatives that exceed customer expectations, resulting in increased customer satisfaction.
• Establishing and managing communication channels within and among departments—being the liaison to provide customer feedback to the Senior Management Team.
• Manage technical project specific to the VIP customers and Managed Services team.
• Work with Managed Services team members, decision makers, and stakeholders to define technical requirements and systems goals, and to identify and resolve the technical issues.
• Perform technical liaison role working with Managed Services, the VIP customers, and the offshore vendors.
• Analyze business processes and collaborate with the Managed Services, Application Support, Application Development, and Operations to identify opportunities to streamline processes, and measure the results of activities.
• Forecast and manage technology costs by providing input into annual budget planning. Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
• Maintain thorough understanding and awareness of emerging trends in the industry and drive technological innovation.
• Performs personnel functions (e.g. interviewing, evaluating, supervising, staff development, etc.) for the purpose of maintaining adequate staffing, enhancing productivity of personnel and achieving objectives within budget.

Education Required

• Bachelor's degree in computer science, software engineering or related field.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required

• 8+ years’ experience in IS/IT role designing, implementing, and maintaining software solutions, systems, applications, and Revenue Cycle Management.
• 5+ years’ experience in a management or supervisory role.
• Microsoft Windows servers and Directory Services; cloud computing; Microsoft 365 solution and architecture; Storage Area Networks; Virtualization; application delivery; backup and recovery; Microsoft Exchange server; system monitoring; data center infrastructure; and scripting languages.

Knowledge, Skills & Abilities

• Knowledge of: Current protocols, internet standards, and best practices; data privacy practices and laws; hosting and cloud environment (AWS); infrastructure deployments and solution implementation; hands-on systems and network support; overseeing software systems, applications, and related products.
• Skill in: Advanced leadership; working as member of a team; communicating effectively with internal and external stakeholders; analysis and creative problem-solving; establishing and maintaining effective working relationships; project management.
• Ability to: Oversee and advise on research into systems issues and products; diagnose technical problems; work in a fast-paced environment; stay organized, prioritize workload, multi-task, and meet deadlines.

This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.