Integration-Practice Support Director (Application Support), Remote

Role Overview

Employment Type: Full Time

Aledade is seeking an Integration-Practice Support Director (Application Support) to lead a high-performing Practice Support team. The role oversees all aspects of operations aimed at delivering best-in-class customer support for Aledade's population health software, which partner practices use to achieve Accountable Care Organization (ACO) goals. This includes overseeing day-to-day team operations (how the team executes work and partners with stakeholders) and defining the team’s strategy (paths to a balanced scorecard ensuring team scalability to support Aledade's vision and mission) and its excellent execution.

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 the Bethesda, MD office.

Primary Duties

Lead and Manage the Support Team and 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 Direction

• Outline paths to a balanced scorecard and plan for excellent execution.
• Ensure SOPs are documented.
• Reshape team culture to achieve a customer-centric culture.
• Maintain a high level of employee satisfaction and a low turnover rate.
• Create, maintain, and communicate success measures (SLAs and KPIs).
• Maintain a close partnership with all stakeholders.

Manage Scalable Support Program

• Innovate the path forward to turn opportunities into solutions.

Minimum Qualifications

• 12+ years of relevant experience.
• 8+ years of 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 Qualifications

• Functional Competencies: Emotional intelligence, adaptability, communication skills, decision-making, strategic thinking, influencing 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. Founded in 2014, Aledade has 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. By creating value-based contracts across a wide variety of health plans, Aledade aims 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 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, all united by a common goal.