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JOB TITLE: Service Delivery Manager

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: Manager, Agile Services

JOB DUTIES:

• Accountable for managing successful technical and business professional services delivery for multiple concurrent postproduction customers.

• Serves as the primary point of contact to the customers regarding overall and day-to-day service delivery.

• Manage transition from project delivery to the Agile Services team.

• Ensures that implementations and ongoing services are delivered on time and meet customer requirements by maintaining tight control over the project schedule, risks, scope of work, budgeted hours and quality. Also, ensures SLAs and KPI as defined in the relevant contracts are met or exceeded.

• Manage and proactively resolve escalated customer issues including critical or severity 1 issues.

• Ensures that operational teams and subcontractors maintain a clear understanding of the customer’s needs and priorities, and provides day-to-day customer advice and support.

• Conduct periodic meetings with customer and delivery teams – daily status updates, service level requirements reviews, continuous improvement, change control and other informal meetings.

• Identifies, manages and mitigates service risks – develops and implements a corresponding plan of action if risks materialize.

• Anticipates, identifies and assesses complex issues – develops and implements a corresponding plan of action to bring an issue to resolution.

• Ensures request, problem and change records are being updated regularly in SalesForce and with a level of detail expected by customers.

• Builds and maintains strong and long-term customer relationships through clear and concise written and verbal communications, increasing trust and involvement, reducing ambiguity and conflict.

• Motivate, inspire and mentor project team members to excel in service delivery. Responsible for managing all delivery resources assigned to their accounts on a day-to-day basis.

• Publish regular project metrics, root cause analysis and trending to key stakeholders both internally and externally.

• Partner with and develop positive relationships with representatives from other HealthEdge departments including Product Management, Engineering, and Customer Support; build trusting relationships with partners and vendors.

• Navigate through ambiguity to solve problems using effective communication and team coordination with Service Management and Continuous Improvement mindset.

• Performing all job functions consistent with HealthEdge and customer(s) standards, policies, processes and procedures, including those which govern handling PHI and PII.

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.

Job Locations US-Remote

ID 2024-4580

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.