Overview:
JOB TITLE: Manager, Agile Services
JOB LOCATION: Company Headquarters located in Burlington, MA 01803; REMOTE EMPLOYMENT AVAILABLE FOR THIS POSITION. TELECOMMUTING FROM ANYWHERE IN THE UNITED STATES IS POSSIBLE.
REQUIRED TRAVEL: Limited domestic travel as needed.
REPORTS TO: Director of Agile Services
JOB DUTIES:
- Oversee a portfolio of Agile Services projects, including supporting partner implementations, software upgrades, consulting, and premium production services for customers.
- Establish policies to ensure consistently high service performance and evaluate customer feedback to develop quality improvement processes.
- Lead, mentor, and manage a team of Service Delivery Managers.
- Foster a collaborative and high-performance team environment through coaching, training and transparent feedback.
- Conduct regular performance reviews and provide professional development opportunities.
- Effectively balance people management responsibilities with individual contributors.
- Coordinate with partners and stakeholders to support implementations and software upgrades.
- Manage consulting and premium production services for customers.
- Ensure SLAs and KPIs as defined in relevant contracts are met or exceeded.
- Implement best practices and innovative solutions to enhance service delivery.
- Build and maintain strong relationships with customers, partners, and internal stakeholders.
- Communicate effectively with senior management and other departments to align goals and objectives.
- Represent the Agile Services team in meetings and strategic planning sessions.
- Monitor and report on key performance indicators (KPIs) and service metrics.
- Ensure compliance with industry standards and regulatory requirements.
- Manage budgets, resources, and timelines effectively.
EXPERIENCE AND EDUCATION REQUIREMENTS:
Bachelor of Science in Computer Science, Information Systems, Electrical Engineering or a closely related field (foreign equivalent is acceptable) plus 6 years of progressive employment experience managing end to end delivery of professional services and solutions to customers in the healthcare industry.
Employment experience must include:
- A minimum of 6 years of demonstrated employment experience in healthcare business analysis, analyzing business requirements and improving operations workflows for clients.
- A minimum of 6 years of demonstrated employment experience delivering professional services and solutions using Agile project management in the healthcare industry.
- A minimum of 4 years of demonstrated employment experience implementing Managed Services and managing customer relationships in the healthcare industry.
- A minimum of 4 years of demonstrated employment experience in customer service and interfacing with the senior manager/director level in the healthcare industry.
- A minimum of 4 years of demonstrated employment experience automating manual processes for clients in the healthcare industry.
- A minimum of 4 years of demonstrated employment experience in SQL.
- Demonstrated knowledge gained through at least 4 years of experience with best practice frameworks such as Six Sigma, ITIL, CMM, Baldridge, or Lean
HealthEdge® provides modern, disruptive technology that delivers for the first time, a suite of products that enables healthcare payors to leverage new business models, improve outcomes, drastically reduce administrative costs and connect everyone in the healthcare delivery cycle. Our next-generation enterprise product suite, HealthRules®, is built on modern, patented technology and is delivered to customers via the HealthEdge Cloud or on-site deployment. An award-winning company, HealthEdge empowers payors to capitalize on the innovations, challenges and opportunities that await in the new healthcare economy. For more information, visit http://www.healthedge.com.
HealthEdge is an Equal Opportunity Employment/Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, or any other characteristics protected by law.