Job description
Overview
HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.
UST HealthProof is searching for a highly motivated IT Technical Operations Lead to join our team. The IT Technical Operations Lead position will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s values.
As an IT Technical Operations Lead at UST HealthProof, you will be accountable for the following:
Manage operational excellence for technology delivery
Timely generation of SLA/ Operational reports to customers and management
Driving issue resolution and root cause analysis for incidents
Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
Driving customer calls and priorities
Prioritize daily operational events and issues
Managing incidents in the service management systems like JIRA/Service Now.
Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
Plan system maintenance and upgrade events across multiple vendors
Customer escalation resolution
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need:
Bachelor’s degree in a related field
Minimum of 6 years’ experience managing a mid to large size customer facing production support environment
Strong experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO)
Strong experience with service management, SLA tracking and operational reporting to customers and management
Strong experience with file transfer management solutions (e.g. MoveIt, EDIFECS)
Experience in setting up processes using service management tools, Preferably Service Now and Jira Service Management
Experience with Healthcare EDI highly desirable (e.g. 270, 271, 276, 277, 834, 835)
Experience managing health of production application environments
Experience working in a technical support role in complex architecture environment
Experience with SQL required
Experience with Cloud AWS/GCP desirable
Experience with SOAP desirable
Experience ETL processing desirable
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 working with SaaS providers and HealthEdge applications is a plus
Experience in delivery management and customer partner or account interaction is a must
Experience working in an onshore/offshore model is a must
Geographic Responsibility: Remote, US
Type of Employment: Full-time, permanent
Travel%: 5
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work across multiple time zones in a hybrid or remote work environment.
Long periods of time sitting and/or standing in front of a computer using video technology.
May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
**The annual US base salary range for this position is $80,000 to $110,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.