Senior manager clinical business systems production support The senior manager clinical business systems production support is responsible for setting up and managing production support and configuration functions within clinical solutions as part of the clinical business systems teamThis position has direct reports.
Department: clinical business systems
Essential duties and responsibilities:
Define, manage, implement and refine the overall processes for production support and configuration within clinical solutions Maintain a master issues log for all reported incidents from initial report to resolution, including reference to relevant change requests resulting from required coding fixes Coordinate with internal and external information technology teams to manage and monitor production processes Develop strategies to address poor vendor performance and relevant compliance failures, including application of contract terms and vendor adherence to established slas and/or kpis Implement appropriate production control processes in coordination with release management activities Manage the prioritization and escalation of reported issues ensuring that sufficient information is available with each item to proceed with analysis and resolution Assist with production validation activities when development changes are being deployed Manage the request submission, prioritization and escalation process for the clinical solutions ticketing system Design prepare and conduct training relating to issues management and appropriate usage of production support services Lead production support team members through the analysis, root cause, and remediation of issues Manage after hours and on-call support for clinical business systems Ensure all configuration and production support work efforts are documented and remain current through closure Provide support to other leaders within clinical solutions regarding problem and incident management Lead and mentor staff and advise on employee promotions, transfers, and dismissals Other duties as assigned
Bachelor’s degree in health administration, business, information technology or related field Eight to ten years of it and business operations experience including a minimum of 5 years’ experience in a production support capacity leading resolution of issues across multiple applications A knowledgeable individual with appropriate industry experience, preferably in the pbm industry Project management experience Progressive staff management experience Ability to exercise considerable judgment, maintain confidentiality, and act in a diplomatic manner A good educator who is trustworthy and willing to share information and serve as a mentor Ability to independently identify, research and resolve issues An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute A decisive individual who possesses a strategic focus as well as an operational, implementation, and detail oriented perspective Sound technical skills, analytical ability, good judgment, and strong operational focus Itil framework knowledge and operating experience Ability to lead and work with peers in a team effort Demonstrated ability to manage multiple priorities and deadlines A well-organized and self-directed individual who is able to work with minimal amount of supervision Capability to efficiently complete tasks in a fast paced environment Ability to work extended hours, weekends, and holidays pursuant with industry demands
Master’s degree Project management professional (pmp) or certified associate project management (capm) Medicare part d knowledge Familiarity with lean concepts Ms access and sql programming knowledge and experience
Work environment: Includes a call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Physical requirements: Ability to sit for prolonged periods of time.
8 - 10 years: eight to ten years of it and business operations experience including a minimum of 5 years’ experience in a production support capacity leading resolution of issues across multiple applications
Team player: works well as a member of a group Detail oriented: capable of carrying out a given task with all details necessary to get the task done well Leader: inspires teammates to follow them Dedicated: devoted to a task or purpose with loyalty or integrity
Self-starter: inspired to perform without outside help
Equal opportunity employer/protected veterans/individuals with disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicantHowever, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information41 cfr 60-1.35(c)