Manager, Technical Services

Ensemble Health Partners•Charlotte, NC

6d•Remote

About The Position

The Manager, Technical Services is the primary support resource for all EIQ products. The Manager, Technical Services is responsible for day-to-day management of the Technical Services Department and is the primary escalation point for all EIQ software related issues for end users. The Manager, Technical Services can troubleshoot software anomalies and complete post implementation analysis for data integrity related issues for multiple EIQ product lines. The Manager, Technical Services communicates complex issues and resolution to all levels of operations and clients as required. The Manager, Technical Services continually develops and implements client service strategies that increase user satisfaction and ROI quality metrics. The Manager, Technical Services develops and oversees the implementation of standard operating procedures (SOP’s) and weekly/monthly/quarterly departmental reports. The Manager, Technical Services utilizes SQL to provide ad hoc reporting to operational and technical leadership.

Requirements

5 to 7 years of related job experience
Bachelor’s degree or equivalent experience
Proficient with Microsoft Office Suite or related software.
Experience and understanding of HL7 (ADT, SIU, etc.)
Experience and proficiency with SQL
Requires daily interaction with internal and external senior leaders.
Exceptional organization, communication (verbal and written), and time management skills.
Exceptional interpersonal skills with abilities to explain technical issues to technical and nontechnical staff.
Strong analytical and problem-solving skills.
Ability to prioritize deliverables is a must.
Ability to own and resolve problems.
Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.

Nice To Haves

Experience working with real-time data integration (HL7) or managing daily file intake processes for software solutions.
Knowledge and experience working with interface engine such as Cloverleaf, Mirth or Corepoint
Previous knowledge of Caristix or HL7 Spy is a plus
Experience working with electronic health record (EHR) systems.

Responsibilities

Responsible for managing the Analyst(s) and Senior Analyst(s), Technical Services, support expectations, department objectives, and career path development.
Technical aptitude and ability to troubleshoot complex software functionality issues.
Serve as an escalated point of contact for the client and oversees the delivery of high level of quality service to ensure satisfaction with our products and services.
Manage timely review, escalation and/or resolution of software issues to ensure the needs of the organization and the clients are met.
Develop and maintain a professional relationship with the client to promote software engagement through best practice workshops, education, and exceptional support.
Support software automation and optimization initiatives and technical capabilities.
Ability to research and analyze data anomalies.
Assist with new client implementations and upgrades for existing clients.
Document and communicate software issues to ensure clients requirements are met.
Identifies, communicates, and works to resolve complex data quality issues.
Collaborate with technical staff to create strategic plans to deliver services.
Support continuous improvement processes to improve quality and performance.
Provide training to technical staff on major changes to processes.
Utilize SQL to write and provide ad hoc reporting.
Support the implementation of new technology solutions and maintain essential software operations.