Founded in 2016, we’ve become a trusted and valued partner for health plans and providers. We offer a modern integrated ecosystem of healthcare operations, processes, and products, with inherent scalability, efficiency, and predictable outcomes. Our BPaaS delivery solutions work behind the scenes to manage our customers’ complex admin operations, giving them elbow room to focus on their members’ needs and well-being.
Bending cost curves, guaranteeing outcomes, finding paths through roadblocks – that’s our way of life. Our customers count on us to safely navigate them through deadlocks. We have a strong global presence and a dedicated workforce of 4000+ people spread across the world.
Our brand is built on strong foundations of simplicity, honesty, and leadership, and we stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.
You Are
The Manager IT Operations position will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s values. The person in this role will manage a support team to provide great customer experience and ensure service SLA’s. Key responsibilities will be to help develop, improve service management portfolio for customer implementation. The person in this role will report to the Director of Delivery, manage and co-ordinate activities across a geographically dispersed team.
The Opportunity
Manage operational excellence for technology delivery
Timely generation of SLA/ Operational reports to customers and management
Driving issue resolution and root cause analysis for incidents
Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
Driving customer calls and priorities
Prioritize daily operational events and issues
Managing incidents in the service management systems like JIRA/Service Now.
Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
Plan system maintenance and upgrade events across multiple vendors
Customer escalation resolution
Project staffing
Define improved methods that create ease and consistency
Coordinating with offshore teams and leadership
Available for on-call support after hours and weekends
Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need
6+ years’ experience managing a mid to large size customer facing production support environment. Must have experience in Healthcare Insurance domain with strong understanding of healthcare payer system.
5+ years Informatica / Informatica Cloud experience highly desirable
Strong experience with service management, SLA tracking and operational reporting to customers and management
Experience managing projects and tasks
Strong communication skills with peers, customers, and partners
Experience in setting up processes using service management tools, Preferably Service Now and Jira
Experience managing health of production application environments
Experience working in a technical support role in complex architecture environment
Experience working with Vendors / offshore model is preferred
Experience managing tasks and deliverables
Strong Excel, PowerPoint and presentation skills
Experience with SQL required
Experience with Cloud AWS/GCP desirable
Experience with SOAP, EDI desirable
Experience ETL processing desirable
Understanding of ITIL practices and software delivery
Practical knowledge of working with SOWs, SLAs, and Change Requests
Ability to foster partnerships and a shared sense of responsibility toward goals
Strong/proven customer focus
Capability to approach problems as challenges
Strong planning and coordination skills
Bachelor’s degree or higher in business or technical field or commensurate experience in the field
Work experience in delivery management and customer partner or account interaction is a must
Experience working in an onshore/offshore model is a must
Experience working with SaaS providers and HealthEdge applications is a plus
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by applicable law, UST Healthproof provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $ 140,000-$150,000
Our full-time, regular associates are eligible for 401K matching, and vacation accrual and are covered from day 1 for paid sick time, healthcare, dental, vision, life, and disability insurance benefits.
What We Believe
At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serves as a compass guiding every action and decision.
Guiding Principles
These principles illuminate the path of ‘how’ we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.
Integrity
Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.
People-Centricity
Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.
Simplicity
Simplifying complexity underlines everything we do - this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.
Leadership
Taking ownership is about taking initiative, being in-charge and driving things to completion. It’s a brave choice to ‘own’ all aspects of our work, ensuring we take full responsibility for everything we handle.
Mission
A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more – their members’ well-being.