Integration-Practice Support Director (Application Support) - Remote

Overview

Aledade is looking for an Integration-Practice Support Director to lead a Practice Support team that provides top-notch customer support for its population health software, primarily focusing on achieving ACO goals.

In Short

• Lead and manage the Support team.
• Oversee day-to-day operations ensuring timely customer issue resolution.
• Participate in escalated client issues providing technical expertise.
• Define team’s strategy for scalability and execution.
• Document SOPs and reshape team culture towards customer-centricity.
• Create and communicate success measures like SLAs and KPIs.
• Manage a scalable support program and innovate solutions.
• 12+ years of relevant experience required.
• Strong understanding of application support best practices.
• Experience with healthcare transactions is a plus.

Requirements

• 8+ years leading a technical support team.
• Experience with Zendesk, Salesforce, and JIRA.
• Familiarity with Nextgen Connect and various connectivity methods.
• Proven operational management and change management skills.
• Strong communication and problem-solving abilities.
• Master’s Degree in Computer Information Systems or MBA preferred.
• Exceptional customer service skills.
• Healthcare industry experience supporting PM and/or EHR systems is a plus.
• Experience with Snowflake and PostgreSQL is advantageous.

Benefits

• Flexible geographic location.
• Opportunity to lead a high-performing team.
• Engagement in strategic planning and execution.
• Supportive work culture focused on employee satisfaction.
• Access to innovative tools and technologies.