Remote Healthcare Tech Operations Lead - Production

The Blue Venture Fund; United States; On-site; USD 120,000 - 140,000; Full time

Job summary

HealthEdge is seeking a Healthcare Technical Operations Manager to lead planning, coordination and streamlining of customer-facing technology delivery operations in Eastern Time hours.

You will own operational excellence, SLA reporting, incident resolution, production support across enrollments, claims, adjudication and payments, and coordinate with offshore teams in a hybrid/remote US environment.

Qualifications

• 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.

Responsibilities

• 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.
• Plan system maintenance and upgrade events across multiple vendors.
• Customer escalation resolution.
• Coordinating with offshore teams and leadership.
• Available for on-call support after hours and weekends.

Skills

SLA tracking

Incident management

Production support

Cross-team coordination

Customer communication

Project staffing

Time zone coordination

Education

Bachelor’s degree in business or technical field

Tools

Service Now

Jira Service Management

SQL

AWS

GCP

SOAP

ETL

Excel

PowerPoint

Job description

HealthEdge is seeking a Healthcare Technical Operations Manager to lead planning, coordination and streamlining of customer-facing technology delivery operations in Eastern Time hours.

You will own operational excellence, SLA reporting, incident resolution, production support across enrollments, claims, adjudication and payments, and coordinate with offshore teams in a hybrid/remote US environment.