Integration Practice Support Director, Application Support

Summary

Join Aledade as an Integration-Practice Support Director (Application Support) and lead a high-performing team dedicated to providing exceptional customer support for Aledade's population health software. You will oversee all aspects of team operations, including day-to-day execution, strategy development, and ensuring scalability to support Aledade's vision and mission. This role offers flexibility with respect to geographic location, allowing you to work remotely within the US or from the Bethesda, MD office. You will be responsible for hiring, training, and evaluating team members, motivating them to achieve success, and ensuring timely resolution of customer issues. You will also play a key role in shaping the team's culture to be customer-centric and maintain a high level of employee satisfaction.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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