Integration Practice Support Director

Summary

Join Aledade as an Integration-Practice Support Director (Application Support) to lead a high-performing team delivering exceptional customer support for population health software. You will oversee daily operations, define team strategy, and ensure scalability. The role requires strong leadership, technical expertise, and experience managing technical support teams. A flexible work arrangement is offered, with remote work options available. The ideal candidate will have extensive experience in application support and managing teams within the healthcare industry. A competitive salary and benefits package is offered.

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

• Salary Range: $160,000-$175,000 base + bonus + equity
• 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