UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.
We have a strong global presence and a dedicated workforce of over 4000 people spread across the world.
Our brand is built on the strong foundation of simplicity, integrity, people-centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.
You Are
The Manager IT Operations position will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s values. The person in this role will manage a support team to provide great customer experience and ensure service SLA’s. Key responsibilities will be to help develop, improve service management portfolio for customer implementation. The person in this role will report to the Director of Delivery, manage and co-ordinate activities across a geographically dispersed team.
The Opportunity
Manage operational excellence for technology delivery
Timely generation of SLA/ Operational reports to customers and management
Driving issue resolution and root cause analysis for incidents
Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
Driving customer calls and priorities
Prioritize daily operational events and issues
Managing incidents in the service management systems like JIRA/Service Now.
Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
Plan system maintenance and upgrade events across multiple vendors
Customer escalation resolution
Project staffing
Define improved methods that create ease and consistency
Coordinating with offshore teams and leadership
Available for on-call support after hours and weekends
Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need
6+ years’ experience managing a mid to large size customer facing production support environment. Must have experience in Healthcare Insurance domain with strong understanding of healthcare payer system.
5+ years Informatica / Informatica Cloud experience highly desirable
Strong experience with service management, SLA tracking and operational reporting to customers and management
Experience managing projects and tasks
Strong communication skills with peers, customers, and partners
Experience in setting up processes using service management tools, Preferably Service Now and Jira
Experience managing health of production application environments
Experience working in a technical support role in complex architecture environment
Experience working with Vendors / offshore model is preferred
Experience managing tasks and deliverables
Strong Excel, PowerPoint and presentation skills
Experience with SQL required
Experience with Cloud AWS/GCP desirable
Experience with SOAP, EDI desirable
Experience ETL processing desirable
Understanding of ITIL practices and software delivery
Practical knowledge of working with SOWs, SLAs, and Change Requests
Ability to foster partnerships and a shared sense of responsibility toward goals
Strong/proven customer focus
Capability to approach problems as challenges
Strong planning and coordination skills
Bachelor’s degree or higher in business or technical field or commensurate experience in the field
Work experience in delivery management and customer partner or account interaction is a must
Experience working in an onshore/offshore model is a must
Experience working with SaaS providers and HealthEdge applications is a plus
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by applicable law, UST Healthproof provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $ 140,000-$150,000
Benefits
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
What We Believe
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.
Humility
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity
Through business, we will better the lives of those less fortunate than ourselves.
Integrity
We honor our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.