Practice Support Manager, Remote

Aledade • Nashville, TN

2d • Remote

About The Position

As a Support Manager, you will lead a technical support team to ensure the seamless operation of the Aledade App and its data interfaces. This role involves both people management and hands-on problem-solving, focusing on overseeing Service Level Agreements, managing ticket lifecycles, and optimizing systems. You will provide escalation support, implement workflow solutions, and supervise support processes to enhance operations through improvements and automation. Regular reporting on team performance and operational efficiency is essential, offering a chance to impact healthcare delivery while developing technical and leadership skills in a collaborative environment. Candidates should be comfortable working remotely/work from home anywhere within the US.

Requirements

• 4+ years of experience as a Technical Support Manager in a healthcare or technology setting
• Strong leadership and communication skills, with an ability to collaborate and negotiate effectively with cross-functional partners
• Experience leading a team and managing team performance
• Demonstrated experience in a technical operations role with a deep understanding of Incident Management frameworks (e.g., ITIL)
• Proven ability to define, implement, and manage SLAs
• Hands-on experience with enterprise monitoring and alerting systems (e.g., Datadog, PagerDuty)
• Experience creating and maintaining operational runbooks and documentation
• Competency in healthcare data standards (e.g., HL7 SIU/ADT, HIPAA X12 837, or CCDA)
• Proficiency in constructing new and complex SQL queries for troubleshooting and analysis
• Proven experience using Python, AWS CLI, and Bash

Nice To Haves

• Bachelor's degree in Information Technology, Health Informatics, or a related field
• Direct experience with modern data platforms like Databricks and streaming technologies like Kafka, or a demonstrated ability to learn new, complex technical systems quickly.
• Prior experience working as a Mirth Interface Engineer
• ITIL or other relevant incident management certification

Responsibilities

• Lead and Develop Support Team: Manage a team of Support Analysts and Specialists, overseeing their daily activities and promoting their professional development.
• Drive Performance and Accountability : Monitor Key Performance Indicators (KPIs) for the team, offering regular feedback and coaching to ensure continuous improvement and accountability.
• Foster Talent and Collaboration: Onboard, train, and mentor new and existing team members to cultivate a high-performing, cohesive, and collaborative team environment.
• Optimize Team Operations: Develop and implement tools to effectively monitor and manage team capacity and performance, ensuring optimal resource allocation and productivity.
• Monitor SLAs: Oversee Service Level Agreements (SLAs) for troubleshooting issues, ensuring alignment with daily operational practices and standards.
• Own Incident Management Lifecycle: Manage the complete life cycle of incident management, from initial alert through resolution and post-mortem analysis, guaranteeing timely remediation and transparent communication with all stakeholders, including practice teams.
• Develop and Operationalize Runbooks: Create and maintain detailed runbooks for recurring issues and establish standard operating procedures to promote consistent and efficient incident response.
• Optimize Monitoring Systems: Utilize and refine monitoring tools such as Datadog and PagerDuty to proactively detect and mitigate potential issues before they impact our operations.
• Lead High-Priority Incident Resolution: Facilitate high-priority incident resolution calls, guiding cross-functional teams in swiftly addressing and resolving issues.
• Serve as a Point of Escalation: Act as the escalation point for the support team, addressing complex technical issues that require in-depth knowledge of our applications, Tableau, and data interfaces.
• Manage Mirth Interface Engine: Apply and authorize configuration changes in the Mirth production interface engine to troubleshoot existing issues or revise existing data feeds.
• Resolve Complex Issues: Investigate and resolve unprecedented issues, ensuring all findings and solutions are thoroughly documented for future reference.
• Oversee Ticket Management: Supervise the team’s ticket queue to prevent backlogs and ensure all support requests are processed within the established SLAs.
• Drive Support Program Initiatives: Lead initiatives as part of our Scalable Support Program, contributing insights and executing projects to enhance the efficiency and effectiveness of our support operations.
• Identify and Implement Automation Opportunities: Seek out opportunities to automate processes, reducing manual efforts and streamlining team workflows for greater productivity.
• Provide Leadership Updates: Deliver regular reports to leadership on the current state of support operations, highlighting successes, identifying risks, and proposing opportunities for further improvement.

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees