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JOB SUMMARY

The Senior Manager of Application Services will be responsible for the support and administration of key applications and products, including EMRs, Workday, Salesforce, custom solutions for billing, registration, web, and mobile. This role will involve working closely with Product Owners, Scrum Masters, developers, UX designers, and QA teams to ensure the effective management and optimization of application services. The Senior Manager will also be tasked with developing an application inventory, supporting governance, managing SLAs and metrics, and understanding contracts and renewals.

Key Responsibilities:

Application Support and Administration:

• Oversee the support and administration of EMRs, Workday, Salesforce, and custom applications for billing, registration, web, and mobile.
• Ensure applications are running smoothly and efficiently, addressing any issues or outages promptly.
• Collaborate with IT and business teams to implement updates, enhancements, and new features.
• Overseeing applications specific to healthcare, such as Electronic Health Records (EHR) and other clinical systems.
• Ensuring seamless integration between software applications and medical devices.
• Managing applications that directly interact with patients, such as patient portals, mobile applications, and telehealth platforms.

Team Leadership and Collaboration:

• Lead and mentor the application support team, fostering a collaborative and high-performance culture.
• Work closely with Product Owners, Scrum Masters, developers, UX designers, and QA teams to ensure alignment and effective communication.
• Promote a collaborative environment where cross-functional teams can work efficiently and share insights, challenges, and progress.
• Provide ongoing training and development opportunities for the application support team to keep their skills current.

Application Strategy, Inventory and Governance:

• Develop and implement application strategies to support the company's business objectives.
• Oversee the full life cycle of application development and support projects, including planning, execution, and delivery.
• Develop and maintain an inventory of all applications, ensuring accurate and up-to-date records.
• Support governance processes to ensure compliance with organizational policies and standards.
• Establish and enforce best practices for application management and support.

Performance Monitoring, Service Level Agreements (SLAs) and Metrics:

• Develop and maintain performance metrics and KPIs to monitor the health of application services.
• Provide regular reports to senior leadership on application performance and support activities.
• Use data-driven insights to inform decision-making and drive improvements.
• Define and manage SLAs for application support, ensuring timely and effective resolution of issues.
• Identify areas for improvement and implement strategies to enhance service delivery and application performance.

Continuous Improvement and Innovation:

• Drive innovation in application services by exploring modern technologies and methodologies.
• Implement continuous improvement initiatives to enhance application support processes and practices and encourage a culture of continuous learning and improvement within the application support team.
• Continuously assess and improve application support processes and practices to increase efficiency and reduce bottlenecks.
• Stay up-to-date with industry trends and best practices to ensure GoHealth's application services remain competitive and effective.

Risk Management and Compliance:

• Develop and maintain an incident response plan to address potential disruptions to application services.
• Ensure that applications are resilient and that there are plans in place to maintain operations during emergencies.
• Identify and manage risks related to application support and administration, developing mitigation strategies as needed.
• Prepare for and manage audits related to application compliance and data security.
• Ensuring applications comply with healthcare regulations such as HIPAA. Managing patient data securely and ensuring privacy.
• Proactively address potential issues to minimize impact on business operations.

Stakeholder Engagement and Communication:

• Work closely with doctors and other clinical staff to understand their needs and ensure applications meet their requirements.
• Manage relationships with vendors providing healthcare applications and services, ensuring they meet performance and compliance standards.
• Act as a liaison between the application support team and stakeholders, ensuring alignment on goals, priorities, and expectations.
• Provide regular updates to the Director of Application Services and other senior leaders on the status of application services.

JOB REQUIREMENTS

Education

• Bachelor's degree in information technology, Computer Science, or a related field

Work Experience

• IT Application Support Experience: 7+ years of experience in application support and administration, with a focus on enterprise applications such as Epic, Workday and Salesforce.
• Leadership Experience: 5+ years of experience in a leadership role, managing teams and driving cross-functional collaboration.
• Healthcare or Technology Experience: 10+ years of experience in the healthcare, technology, or IT sectors is a plus, with knowledge of navigating the unique challenges of these industries.

Licenses/Certifications

• Relevant certifications in application management, ITIL, or related areas are a plus.

Additional Knowledge, Skills and Abilities Required

• Agile Methodologies: Strong knowledge of Scrum, Kanban, and Lean principles, with hands-on experience implementing agile practices across teams and portfolios.
• Application Support and Administration: Strong knowledge of application support and administration best practices.
• Application Management Tools: Proficiency in application management tools and technologies.
• Continuous Improvement: Passion for continuous improvement and staying current with industry trends.
• Leadership & Coaching: Ability to lead, coach, and mentor teams and individuals at all levels, promoting a culture of continuous learning and improvement.
• Communication & Collaboration: Exceptional communication skills, with the ability to influence stakeholders, facilitate discussions, and drive alignment across teams.
• Problem Solving & Decision Making: Strong analytical and problem-solving skills with the ability to make informed decisions in a dynamic environment.
• Project Management Tools: Proficiency in agile project management tools such as Jira and Confluence.
• Reporting & Analytics: Ability to track portfolio and project performance using KPIs, metrics, and data analytics to drive decisions and continuous improvement.
• Strategic Vision: Ability to see the big picture and align agile initiatives with business goals, ensuring that value is consistently delivered across the portfolio.
• Agile Advocate: Deep passion for agile principles, with a strong desire to continuously improve processes and team performance.
• Team Focus: A collaborative leader who fosters cross-functional teamwork, creating an environment where all stakeholders can contribute to success.
• Adaptability & Flexibility: Comfortable working in a fast-paced, ever-changing environment and able to pivot as priorities evolve.
• Results-Oriented: Focused on delivering tangible outcomes and measurable value for the business, while ensuring that both short-term and long-term goals are achieved.

ESSENTIAL FUNCTIONS

• Strategic Planning and Execution:
• Develop and implement strategic plans for application services that align with organizational goals.
• Lead the execution of strategic initiatives to enhance application performance and support.
• Ensure alignment of application services with business objectives and priorities.
• Operational Oversight:
• Oversee daily operations of application support and administration, ensuring efficient and effective service delivery.
• Monitor application performance and address any operational issues promptly.
• Ensure compliance with organizational policies and standards in all application-related activities.
• Team Development:
• Foster a culture of continuous learning and professional development within the application support team.
• Conduct performance evaluations and provide feedback to team members to support their growth.
• Identify and address skill gaps within the team, providing training and development opportunities as needed.
• Innovation and Improvement:
• Drive innovation in application services by exploring new technologies and methodologies.
• Implement continuous improvement initiatives to enhance application support processes and practices.
• Encourage a culture of innovation and creativity within the team.
• Stakeholder Engagement:
• Build and maintain strong relationships with key stakeholders to understand their needs and expectations.
• Act as a point of contact for stakeholders regarding application services, ensuring clear and effective communication.
• Gather feedback from stakeholders to inform improvements in application services.
• Risk and Compliance Management:
• Identify and mitigate risks related to application support and administration.
• Ensure compliance with regulatory requirements and organizational policies.
• Develop and implement risk management strategies to protect application services.
• Performance Monitoring and Reporting:
• Develop and maintain performance metrics and KPIs to monitor the health of application services.
• Provide regular reports to senior leadership on application performance and support activities.
• Use data-driven insights to inform decision-making and drive improvements.
• Resource Management:
• Allocate resources effectively to ensure the successful delivery of application services.
• Manage budgets and ensure cost-effective use of resources.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

For applicants in California, please review our California Consumer Privacy Statement here. https://www.gohealthuc.com/privacy-policy