Healthcare IT Technical Operations Lead (Edifecs)
About The Position
HealthEdge is seeking a Healthcare IT Technical Operations Lead to plan, coordinate, and streamline operational needs for customer-facing technology delivery operations. The role is accountable for operational excellence, production support, incident and root-cause management, customer communication, and coordination of maintenance and change activities across multiple vendors and technical groups. The position supports a mid-size health plan and its core administrative systems, including enrollment, claims, adjudication, and payments, as well as related applications and upstream and downstream vendors. The role also addresses production Edifecs and EDI issues, manages service-management workflows, and resolves customer escalations. The position is remote, follows Eastern Standard Time working hours, and involves up to 5% travel.
Requirements
- Bachelor’s degree in a related field.
- At least 6 years of experience managing a mid- to large-size customer-facing production support environment.
- Strong experience with healthcare payer platforms such as Facets, QNXT, or NASCO.
- Strong experience with service management, SLA tracking, and operational reporting to customers and management.
- Strong hands-on experience with EDIFECS and MoveIt.
- Strong hands-on experience with healthcare EDI, such as 270, 271, 276, 277, 834, and 835.
- Experience managing the health of production application environments.
- Experience in a technical support role in a complex architecture environment.
- Experience with SQL.
- Understanding of ITIL practices and software delivery.
- ITIL certification or strong working knowledge of ITIL-based operations.
- Practical knowledge of working with SOWs, SLAs, and change requests.
- Experience in delivery management and customer partner or account interaction.
- Experience working in an onshore/offshore model.
Nice To Haves
- Experience with cloud platforms such as AWS or GCP.
- Experience with SOAP.
- Experience with ETL processing.
- Experience working with SaaS providers and HealthEdge applications.
Responsibilities
- Manage operational excellence for technology delivery.
- Generate SLA and operational reports for customers and management in a timely manner.
- Drive incident resolution and root-cause analysis.
- Manage day-to-day production support for a mid-size health plan, including core administrative systems for enrollment, claims, adjudication, and payments, related applications and products, and upstream and downstream vendors.
- Address Edifecs and EDI issues in production.
- Drive customer calls and priorities.
- Prioritize daily operational events and issues.
- Manage incidents in service-management systems such as JIRA and ServiceNow.
- Manage change and issue resolution activities with network, middleware, hardware, operating system, database, and external application groups.
- Plan system maintenance and upgrade events across multiple vendors.
- Resolve customer escalations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
