Healthcare IT Technical Operations Lead
About The Position
HealthEdge is seeking a highly motivated IT Technical Operations Lead to plan, coordinate, and streamline operational needs for customer-facing technology delivery operations. The role is accountable for operational excellence, customer and management reporting, production support, incident resolution, and customer escalation management. The position manages day-to-day production support for a mid-size health plan, including core administrative systems for enrollment, claims, adjudication, and payments, as well as surrounding applications and upstream and downstream vendors. It coordinates operational events, customer priorities, service-management activities, changes, issue resolution, maintenance, and upgrades across multiple technical groups and vendors. This is a permanent, full-time, remote position in the United States. The work may involve coordinating across multiple time zones, prolonged periods at a computer using video technology, occasional movement around an office, and travel depending on company needs. Candidates may be required to complete a pre-employment criminal background check. The annual U.S. base salary range is $90,000 to $115,000.
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 working 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 experience with file transfer management solutions such as MoveIt or EDIFECS.
- Experience setting up processes using service-management tools; ServiceNow and Jira Service Management are preferred.
- 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
- Healthcare EDI experience, including transactions such as 270, 271, 276, 277, 834, or 835.
- Experience with AWS or GCP cloud environments.
- 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 enrollments, claims, adjudication, and payments, surrounding applications and products, and downstream and upstream vendors.
- 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
