Operations Manager

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

📋 Description

• Oversee daily HIE operations, including staffing coordination, scheduling, and prioritizing service delivery.

• Direct help desk functions, providing user support, ticket triage, account assistance, and management of service requests.

• Coordinate production incidents, manage escalation monitoring, conduct root-cause analysis, and communicate with users.

• Oversee transitions with technical service providers for advanced support and after-hours monitoring services.

• Track service levels, assess operational risks, identify support trends, and implement improvement initiatives.

• Maintain operational procedures, support knowledge databases, and generate recurring performance reports.

• Undertake additional tasks and responsibilities as necessary to meet team goals and ensure project success.

⛳️ Requirements

• Bachelor’s degree in business, health administration, information systems, or a related discipline.

• Over 8 years of relevant experience in the field.

• Proven experience in managing healthcare IT operations, application support, or technology service management.

• Background in leading help desk functions and coordinating incident and service request workflows.

• Proficiency in managing service levels, operational reporting, vendor relations, and cross-team escalations.

• Knowledge of clinical application access, user support, and the handling of sensitive information.

• Excellent skills in planning, customer communication, troubleshooting coordination, and process enhancement.

• Experience with HIE, EHR, or clinical portal operations.

• ITIL, PMP, or similar service management certification is preferred.

• Experience in transitioning healthcare implementations to ongoing operations.

• U.S. Citizenship is mandatory.

• All selected applicants must successfully complete a background check.

• Must be able to obtain and maintain a Government/Public Trust clearance, including necessary fingerprinting, if required for the role.

• Candidates must reside within the continental United States.

• Travel to Mississippi is required.

🏝️ Benefits

• Medical/Dental/Vision coverage.

• 401k plan with Employer Match.

• Paid Time Off (PTO) plus Federal Holidays.

• Provision of a Corporate Laptop.

• Opportunities for professional training.

• Remote work availability.