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Integration-Practice Support Director (Application Support), Remote
Aledade
Customer Service
Washington, DC, USA
Posted on Dec 3, 2024
Aledade is seeking a Integration-Practice Support Director (Application Support) to lead a high performing Application Support team. The role oversees all aspects of the operations aimed at delivering best in class customer support for Aledade's population health software that our partner practices use to achieve Accountable Care Organization (ACO) goals. This includes overseeing day-to-day team operations (how the team executes the work and partners with stakeholders), as well as defining team’s strategy (paths to a balanced scorecard ensuring team’s scalability to support Aledade vision and mission) and excellent execution of it.
We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or be based from Bethesda, MD office.
Primary Duties:
Lead and manage the Support team and the team’s portfolio:
- Hiring, training, and performance evaluation.
- Motivate and drive the team's success.
- Be available for the team.
- Oversee the day-to-day operations of the team, ensuring timely response and resolution of customer issues.
- Participate in escalated client issues, providing technical expertise and resolution when needed.
Strategize team’s direction that outlines paths to a balanced scorecard and plan for excellent execution:
- SOPs are documented.
- Reshape team’s culture to achieve customer-centric culture.
- Maintain a high level of employee’s satisfaction and low turnover rate.
- Create, maintain, and communicate success measures (SLAs and KPIs).
- Maintain a close partnership with all stakeholders.
Manage Scalable Support program:
- Innovate path forward to turn opportunities into solutions.
Minimum Qualifications:
- 12+ years of relevant experience. 8+ years experience in leading and managing a technical support team
- Strong understanding of application support’ best practices and industry standards
- Experience using Zendesk, Salesforce, and JIRA
- Experience with Nextgen Connect/Mirth engine and various connectivity methods, such as VPN, SFTP. XDS.b, XDM
- Familiarity debugging healthcare transactions: HL7, 837, CCDA
Preferred KSA's:
- Functional competencies: Emotional intelligence, adaptability, communication skills, decision-making, strategic thinking, influence others, change management, relationship building, portfolio management skills, team building skills, strategic decision making, strategic planning, capacity planning, relationship building.
- Exceptional customer service skills and a customer-centric mindset
- Master’s Degree in Computer Information System or MBA
- Healthcare industry experience supporting PM and/or EHR systems is a plus
- Experience using Snowflake, PostgreSQL