Practice Support Manager Job at Aledade, Inc.

Job Description

As a Support Manager, you will lead a technical support team to ensure the seamless operation of the Aledade App and its data interfaces. This role involves both people management and hands-on problem-solving, focusing on overseeing Service Level Agreements, managing ticket lifecycles, and optimizing systems. You will provide escalation support, implement workflow solutions, and supervise support processes to enhance operations through improvements and automation. Regular reporting on team performance and operational efficiency is essential, offering a chance to impact healthcare delivery while developing technical and leadership skills in a collaborative environment.

Job Responsibility

Lead and Develop Support Team: Manage a team of Support Analysts and Specialists, overseeing their daily activities and promoting their professional development
Drive Performance and Accountability: Monitor Key Performance Indicators (KPIs) for the team, offering regular feedback and coaching to ensure continuous improvement and accountability
Foster Talent and Collaboration: Onboard, train, and mentor new and existing team members to cultivate a high-performing, cohesive, and collaborative team environment
Optimize Team Operations: Develop and implement tools to effectively monitor and manage team capacity and performance, ensuring optimal resource allocation and productivity
Monitor SLAs: Oversee Service Level Agreements (SLAs) for troubleshooting issues, ensuring alignment with daily operational practices and standards
Own Incident Management Lifecycle: Manage the complete life cycle of incident management, from initial alert through resolution and post-mortem analysis, guaranteeing timely remediation and transparent communication with all stakeholders, including practice teams
Develop and Operationalize Runbooks: Create and maintain detailed runbooks for recurring issues and establish standard operating procedures to promote consistent and efficient incident response
Optimize Monitoring Systems: Utilize and refine monitoring tools such as Datadog and PagerDuty to proactively detect and mitigate potential issues before they impact our operations
Lead High-Priority Incident Resolution: Facilitate high-priority incident resolution calls, guiding cross-functional teams in swiftly addressing and resolving issues
Serve as a Point of Escalation: Act as the escalation point for the support team, addressing complex technical issues that require in-depth knowledge of our applications, Tableau, and data interfaces
Manage Mirth Interface Engine: Apply and authorize configuration changes in the Mirth production interface engine to troubleshoot existing issues or revise existing data feeds
Resolve Complex Issues: Investigate and resolve unprecedented issues, ensuring all findings and solutions are thoroughly documented for future reference
Oversee Ticket Management: Supervise the team’s ticket queue to prevent backlogs and ensure all support requests are processed within the established SLAs
Drive Support Program Initiatives: Lead initiatives as part of our Scalable Support Program, contributing insights and executing projects to enhance the efficiency and effectiveness of our support operations
Identify and Implement Automation Opportunities: Seek out opportunities to automate processes, reducing manual efforts and streamlining team workflows for greater productivity
Provide Leadership Updates: Deliver regular reports to leadership on the current state of support operations, highlighting successes, identifying risks, and proposing opportunities for further improvement

Requirements

4+ years of experience as a Technical Support Manager in a healthcare or technology setting
Strong leadership and communication skills, with an ability to collaborate and negotiate effectively with cross-functional partners
Experience leading a team and managing team performance
Demonstrated experience in a technical operations role with a deep understanding of Incident Management frameworks (e.g., ITIL)
Proven ability to define, implement, and manage SLAs
Hands-on experience with enterprise monitoring and alerting systems (e.g., Datadog, PagerDuty)
Experience creating and maintaining operational runbooks and documentation
Competency in healthcare data standards (e.g., HL7 SIU/ADT, HIPAA X12 837, or CCDA)
Proficiency in constructing new and complex SQL queries for troubleshooting and analysis
Proven experience using Python, AWS CLI, and Bash

Nice to have

Bachelor's degree in Information Technology, Health Informatics, or a related field
Direct experience with modern data platforms like Databricks and streaming technologies like Kafka, or a demonstrated ability to learn new, complex technical systems quickly
Prior experience working as a Mirth Interface Engineer
ITIL or other relevant incident management certification
Experience with building or supporting interfaces in the Mirth interface engine

What we offer

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

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