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Technical Support Operations Manager

King of Prussia, Pennsylvania Change Healthcare

Job Description

Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.
As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.
Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.
Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Empower Your Future. Make a Difference.

Transforming the future of healthcare isn’t something we take lightly. It takes teams of the best and the brightest, working together to make an impact. As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities. Here at Change Healthcare, we’re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you’re ready to embrace your passion and do what you love with a company that’s committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

As a member of the development organization, the Technical Support Operations Manager is the key to ensuring smooth collaboration between the product development organization and several internal stakeholders while delivering software releases to our customers. This role is accountable for operational oversight of a team of engineers and is expected to manage issue resolution, analysis of complex technical issues, and ongoing proactive improvement of the technical support strategy.

Our product is a vital tool used by the largest healthcare organizations in the United States to ensure timely and accurate care delivery and to help solve the challenges facing healthcare insurance companies. Working with our product will strengthen your healthcare knowledge and you’ll experience what it means to deliver enterprise software with one of the largest and most successful healthcare IT companies.

Our ideal candidate is energetic, tech savvy and customer-focused with an engaging personality and excellent communication skills. They can look past symptoms to determine root cause, make sense of sometimes complex data and use insights from it to make timely decisions on problems/issues requiring immediate attention, and ultimately take responsibility for the performance of the team they manage.

Position: Technical Support Operations Manager – King of Prussia, PA

Responsibilities

Accountable for daily oversight, management and support of an enterprise healthcare software platform including:

– Resource Management
– Effectively translate strategic plans into measurable and achievable goals for the development organization . Perform capacity planning reviews with specific focus on providing guidance to Product Management as to the effectiveness of the current strategies and abilities to meet the customer’s needs.
– Issue Triage/Resolution
– Detect and proactively resolve issues. Where necessary, collaborate and escalate to other parts of the organization, perform post-mortem reviews and drive improvements to mitigate future operational issues
– Lead the process to determine root cause for performance gaps and define remediation plans to address issues in the short-term and long-term
– Champion defect management process and become a product SME to authoritatively and accurately address the majority of process and functional questions from internal stakeholders and customers
– Analyze performance data to assess the need for training, staffing, and process changes as well as manage the delivery of specific on-boarding and training
– Ensure offshore resources meet delivery expectations; escalate and implement remediation plans as necessary to address gaps
– Oversee quality control in accordance with the defined QA process

Accountable for all reporting and proactively recommends process improvements including:

– Provide daily, weekly, monthly reporting to the management of the Development and Product Management teams, including risks and issues, remediation plans, etc
– Identify process improvement opportunities that enhance quality, efficiency and customer satisfaction

Critical Skills and Competencies

– Uses the ability to analyze, gather insights and make recommendations from operational data that benefit the customer
– Collaborate and manage virtual teams in multiple time-zones
– Ability to assist in technical problems on occasion to drive solutions for complex issues and complete peer reviews
– Courage to handle difficult situations and discussions like performance issues, personnel issues and customer escalations
– Value differences across internal teams and vendors but is able to ensure accountability
– Ability to make high quality decisions and difficult choices independently
– Maintains professional and technical know-how by attending educational workshops; reviewing professional publications establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

Minimum Qualifications

– 5+ years of experience in a relevant role encompassing customer service, support and or software development
– 5+ years working with Java, Relational databases and web technologies such as JavaScript and HTML
– Familiar with workforce planning, staffing strategies and technologies in a High Volume development or support team
– Strong leadership skills with proven ability to manage virtual teams and processes
– Ability to effectively manage change, with capacity to coach and guide teams through it
– Demonstrated, effective communication and presentation skills for all levels of audience including senior leaders in the support organization
– BA, BS or equivalent degree in Business, Computing, Engineering/Design or equivalent industry experience
– Fluent English is required for the role
– Occasional travel may be required for critical customer issues

Benefits & Company Statement
Change Healthcare is one of the largest, independent healthcare technology companies in the United States. We are a key catalyst of a value-based healthcare system working alongside our customers and partners to accelerate the journey towards improved lives and healthier communities.

We provide software and analytics, network solutions and technology-enabled services that help our customers obtain actionable insights, exchange mission-critical information, control costs, optimize revenue opportunities, increase cash flow and effectively navigate the shift to value-based healthcare. Our solutions enable improved efficiencies and insights for all major stakeholders across the healthcare system, including commercial and governmental payers, employers, hospitals, physicians and other providers, laboratories and consumers.

Change Healthcare is an equal opportunity and affirmative action employer minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement
No agencies please.

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!
Change Healthcare is an Equal Opportunity Employer. Employment at Change Healthcare is based upon your individual merit and qualifications. We don’t discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, marital status, protected veteran status or disability, genetic characteristic, or any other characteristic protected by applicable federal, state or local law. We will also make all reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability.

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