Healthcare Technical Operations Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee operational excellence in technology delivery.

• Create SLA and operational reports for both customers and management.

• Facilitate incident resolution and conduct root cause analysis.

• Manage daily production support for a mid-sized health plan, including essential administrative systems for enrollments, claims, adjudication, and payments.

• Provide support for associated applications/products and coordinate with downstream and upstream vendors.

• Lead customer calls and manage priorities.

• Prioritize daily operational events and issues effectively.

• Handle incidents within service management systems like JIRA and ServiceNow.

• Coordinate change management and issue resolution activities with network, middleware, hardware, operating system, database, and external application teams.

• Plan system maintenance and upgrade activities across various vendors.

• Address customer escalations promptly.

• Collaborate across multiple time zones in a hybrid or remote work setting.

• Travel as necessary.

⛳️ Requirements

• Bachelor’s degree in a relevant field.

• At least 6 years of experience managing a mid to large-sized customer-facing production support environment.

• Extensive experience with healthcare payer platforms (e.g., Facets, QNXT, NASCO).

• Profound knowledge of service management, SLA tracking, and operational reporting for customers and management.

• Significant experience with file transfer management solutions (e.g., MoveIt, EDIFECS).

• Familiarity with establishing processes using service management tools, preferably ServiceNow and Jira Service Management.

• Experience with Healthcare EDI is highly desirable (e.g., 270, 271, 276, 277, 834, 835).

• Proven experience in managing the health of production application environments.

• Background in a technical support role within complex architecture environments.

• SQL experience is required.

• Knowledge of Cloud AWS/GCP is desirable.

• Familiarity with SOAP is a plus.

• Experience with ETL processing is desirable.

• Understanding of ITIL practices and software delivery methodologies.

• ITIL certification or strong working knowledge of ITIL-based operations is preferred.

• Practical experience with SOWs, SLAs, and Change Requests.

• Experience working with SaaS providers and HealthEdge applications is advantageous.

• Background in delivery management and customer partner or account interactions is essential.

• Experience in an onshore/offshore model is crucial.

• Candidates may need to undergo a pre-employment criminal background check.

🏝️ Benefits

• Remote work environment.

• 5% travel requirement.

• Reasonable accommodations available for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.