Job description
Aledade is seeking a Integration-Practice Support Director (Application Support) to lead a high performing Practice Support team. The role oversees all aspects of the operations aimed at delivering best in class customer support for Aledade’s population health software that our partner practices use to achieve Accountable Care Organization (ACO) goals. This includes overseeing day-to-day team operations (how the team executes the work and partners with stakeholders), as well as defining team’s strategy (paths to a balanced scorecard ensuring team’s scalability to support Aledade vision and mission) and excellent execution of it.
We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or be based from Bethesda, MD office.
Primary Duties:
Lead and manage the Support team and the team’s portfolio:
- Hiring, training, and performance evaluation.
- Motivate and drive the team’s success.
- Be available for the team.
- Oversee the day-to-day operations of the team, ensuring timely response and resolution of customer issues.
- Participate in escalated client issues, providing technical expertise and resolution when needed.
Strategize team’s direction that outlines paths to a balanced scorecard and plan for excellent execution:
- SOPs are documented.
- Reshape team’s culture to achieve customer-centric culture.
- Maintain a high level of employee’s satisfaction and low turnover rate.
- Create, maintain, and communicate success measures (SLAs and KPIs).
- Maintain a close partnership with all stakeholders.
Manage Scalable Support program:
- Innovate path forward to turn opportunities into solutions.
Minimum Qualifications:
- 12+ years of relevant experience. 8+ years experience in leading and managing a technical support team
- Strong understanding of application support’ best practices and industry standards
- Experience using Zendesk, Salesforce, and JIRA
- Experience with Nextgen Connect/Mirth engine and various connectivity methods, such as VPN, SFTP. XDS.b, XDM
- Familiarity debugging healthcare transactions: HL7, 837, CCDA
Preferred KSA’s:
- Functional competencies: Emotional intelligence, adaptability, communication skills, decision-making, strategic thinking, influence others, change management, relationship building, portfolio management skills, team building skills, strategic decision making, strategic planning, capacity planning, relationship building.
- Exceptional customer service skills and a customer-centric mindset
- Master’s Degree in Computer Information System or MBA
- Healthcare industry experience supporting PM and/or EHR systems is a plus
- Experience using Snowflake, PostgreSQL
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we’ve become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you’re eager to join a collaborative, inclusive and remote-first culture - you’ve come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
Privacy Policy: By applying for this job, you agree to Aledade’s Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
