Technical Operations Manager

UST HealthProof; United States; Remote; USD 130,000 - 150,000; Full time

Job summary

UST HealthProof is seeking a motivated Technical Operations Manager to streamline operational needs for technology delivery in a healthcare ecosystem. The role involves leading a team to ensure excellent customer-facing technology, incident resolution, and service management, maintaining a focus on reliable health plan operations.

Benefits

Paid vacation

401(k) Retirement Plan with employer matching

Medical, dental, and vision insurance

Quarterly incentive-based bonuses

Qualifications

• Minimum of 6 years’ experience in a mid to large size production support environment.
• Experience managing health of production application environments.
• Familiar with handling Sev1 / Sev2 incident responses.

Responsibilities

• Guide operational excellence for technology delivery.
• Manage a team of associates.
• Operate day to day production support of core administrative systems.

Skills

Healthcare

Production Support

Production Environment

Education

Bachelor’s degree or higher in business or a related field

Tools

JIRA

Service Now

Excel

PowerPoint

Job description

Join to apply for the Technical Operations Manager role at UST HealthProof

Join to apply for the Technical Operations Manager role at UST HealthProof

Who We Are

UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.

Role Description

Technical Operations Manager

Manager II - Production Support

Who We Are

UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.

We have a strong global presence and a dedicated workforce of over 4000 people spread across the world.

Our brand is built on the strong foundation of simplicity, integrity, people-centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.

You Are

UST HealthProof is searching for a highly motivated Technical Operations Manager to join our team. As an Technical Operations Manager, you will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s values.

The Opportunity

• Guide operational excellence for technology delivery
• Timely generation of SLA / Operational reports to customers and management
• Drive issue resolution and root cause analysis for incidents
• Operate day to day production support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors for a health plan
• Lead customer calls
• Prioritize daily operational events and issues
• Monitor incidents in the service management systems like JIRA/Service Now.
• Oversee change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
• Communicate system maintenance and upgrade events across multiple vendors
• Resolve Customer escalations
• Manage a team of associates
• Inspect and adapt SOPs and DLPs
• Coordinate 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.
  
  

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• Minimum of 6 years’ experience working in a mid to large size production support environment
• Service management, SLA tracking and operational reporting for customers and management
• Bachelor’s degree or higher in business or a related field
• Experience managing projects and tasks
• Communication skills with peers, customers, and partners
• Familiar with handling Sev1 / Sev2 incident responses
• Experience managing health of production application environments
• Experience working in a technical support role in complex architecture environment
• Coordinating with partners for patching, enhancement requests and incident management
• Excel, PowerPoint and presentation skills
• Understanding of ITIL practices and software delivery
• Practical knowledge of working with SOWs, SLAs, and Change Requests
• Ability to foster partnerships and a shared sense of responsibility toward goals
• Capability to approach problems as opportunities
• Familiarity with Cloud AWS desirable
• HealthEdge and Edifecs applications knowledge is a plus
• Healthcare health plan operations relating to Enrollments, claims and payments is desirable
• Healthcare EDI experience is highly desirable
• Working in an Onshore/Offshore production support model is a must
• Skills & Competencies:
• Detail oriented
• Good communication skills
• Self-starter
  
  

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST HealthProof provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $130,000-$150,000

Benefits

Full-time, regular employees accrue up to 16 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses. Certain regular employees may have the potential for quarterly incentive-based bonuses and or commissions depending on role. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe

At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serve as a compass guiding every action and decision.

Guiding Principles

These principles illuminate the path of ‘how’ we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.

• Simplicity
  
  

Simplifying complexity underlines everything we do—this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.

• Integrity
  
  

Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.

• People-Centricity
  
  

Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.

• Leadership
  
  

Taking ownership is about taking initiative, being in-charge and driving things to completion. It’s a brave choice to ‘own’ all aspects of our work, ensuring we take full responsibility for everything we handle.

Mission

A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more – their members’ well-being.

Equal Employment Opportunity Statement

UST HealthProof is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#Healthproof

#CB

Skills

Healthcare,Production Support,Production Environment

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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