Description

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  Oversee, coordinate, and perform operational and production support activities for MMIS, encounter processing systems, and supporting applications.
• Coordinate with vendors and internal technical teams, including cybersecurity and enterprise architecture functions.
• Manage vendors and monitor contractual service-level agreements (SLAs).
• Design and develop desk aides, process documentation, and operational workflows for new and existing service lines.
• Train team members on desk aides, process flows, ticketing systems, and operational support procedures.
• Lead and motivate diverse teams supporting production operations, helpdesk functions, interface/EDI support, stakeholder monitoring, and user acceptance testing.
• Oversee incident and issue management, including documentation, tracking, escalation, and resolution.
• Ensure timely resolution of production issues and operational incidents.
• Identify operational risks and issues and coordinate appropriate mitigation activities.
• Manage internal and external escalations and ensure requests and issues are resolved effectively.
• Ensure work is appropriately assigned and escalations are addressed in a timely manner.
• Monitor compliance with applicable healthcare and government security requirements and ensure findings and recommendations are addressed through completion.
• Promote a safe, professional, productive, and engaged team environment.
• Implement and monitor Standard Operating Procedures (SOPs) and identify deviations from established processes.
• Oversee release management activities, including stakeholder communications, pre-implementation planning, readiness assessments, and post-implementation monitoring.
• Support change management through backlog grooming, backlog maintenance, and adherence to appropriate approval processes.
• Prepare reports and presentations for technical, operational, and executive-level stakeholders.
• Provide guidance to team members and oversee workload assignments.
• Maintain strong documentation and process management practices. 
  
   

Required Skills & Qualifications

 

• Bachelor s degree in a technical, business, healthcare, or related field. Alternatively, 5+ years of equivalent experience in business/systems analysis and/or computer systems development or modification may be substituted.
• 3+ years of experience managing system operations and/or administrative program functions within a healthcare environment.
• 5+ years of project/program management experience, including management of system implementations or enhancements.
• Experience providing or supporting incident management and after-hours/on-call operations.
• Strong ability to manage workloads, assign responsibilities, and provide direction to technical and operational teams.
• Excellent communication skills with audiences ranging from frontline staff to executive management.
• Strong documentation, process management, and organizational skills.
• Knowledge of the systems development lifecycle (SDLC). 
  
   

Preferred Skills & Qualifications

 

• Experience managing operations for Medicaid enterprise systems.
• Knowledge of Medicaid eligibility, enrollment, and MMIS concepts.
• Experience with ticketing/service management software.
• Experience developing and documenting SOPs for new system implementations.
• Experience preparing management reports and delivering presentations.
• AWS Cloud certification(s)

Key Skills

Education

Bachelor's degree