Client Technical Manager

SSI•Mobile, AL

22h

About The Position

The Client Technical Manager is responsible for leading the team on intake, prioritization, investigation, and resolution of complex client issues across the SSI Enterprise System. This role owns root cause analysis and ensures that issues are not only resolved but systematically eliminated through coordination with DevOps and Product Engineering (PE). This position serves as the central command point between client-facing teams, technical operations, and engineering, ensuring rapid resolution, transparency, and continuous improvement aligned to the A4 operating model: Agile, AI, Automation, and Architecture.

Requirements

Root Cause Analysis Orientation – Ability to identify and address underlying issues rather than applying short‑term or surface‑level fixes.
Operational Ownership and Accountability – Demonstrated ownership of outcomes, with accountability for driving initiatives through to successful completion.
Technical Translation and Cross‑Functional Leadership – Proven ability to translate technical concepts into business‑relevant insights and lead collaboration across functional teams.
Data‑Driven Decision Making – Strong reliance on data, metrics, and analysis to inform decisions, prioritize actions, and measure results.
Continuous Improvement Mindset – Commitment to ongoing process improvement, operational efficiency, and adoption of best practices.
Strong Analytical and Communication Skills – Ability to analyze complex information and communicate findings clearly and effectively to varied audiences.
Must be able to interact cordially and productively with co-workers in a team environment.
Ability to work under pressure and to prioritize.
Must be able to proficiently read and write in English.
Must possess effective communications skills with ability to handle difficult situations.
Must be able to make independent judgment decisions with minimal supervision.
Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.
Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.
Bachelor's degree in Bachelor’s degree in Information Technology, Healthcare Administration, or related field
7+ years in healthcare IT or revenue cycle management
Strong knowledge of EDI transactions (837, 835, 277, 270/271, 278)
Experience with incident management and DevOps collaboration.

Responsibilities

Issue Intake and Triage Management
Own enterprise-wide client issue triage process across clearinghouse and EDI transactions
Works collaboratively with Client Relations teams
Lead daily triage huddles for issue review and prioritization
Ensure accurate intake, categorization, and routing of issues
Root Cause Analysis and Resolution Ownership
Lead deep-dive root cause analysis for high-impact or recurring issues
Ensure issues are resolved to root cause, not symptom
Documentation and reporting on resolutions
DevOps and Product Engineering Liaison
Act as liaison between client operations and DevOps/PE teams
Translate issues into actionable technical requirements
Participate in sprint planning and backlog prioritization
Ensure closed-loop communication to stakeholders
Operational Intelligence and Trend Analysis
Analyze issue patterns across tickets and escalations
Identify systemic risks and automation opportunities
Develop dashboards and reporting with analytics teams
Client Impact and Communication
Support escalations with clear technical communication
Provide updates on issue status, timelines, and root causes
Process Improvement and Automation
Design triage workflows to reduce resolution time
Identify automation opportunities in issue management
Partner with AI teams for predictive detection
A4 Alignment (Agile, AI, Automation, Architecture):
Agile: Integrates triage into sprint cycles
AI: Enables predictive detection
Automation: Reduces manual effort
Architecture: Drives systemic improvements