Practice Support Manager, Remote

As a Practice Support Manager, you'll lead a technical support team that ensures healthcare operations run seamlessly. This leadership role combines people management with hands-on technical problem-solving, where you'll guide your team's daily activities while driving performance and accountability across all support functions.

Your day-to-day will involve overseeing Service Level Agreements, managing incident lifecycles, and optimizing monitoring systems. When complex technical issues arise, you'll provide escalation support and work through interface changes that keep critical healthcare systems functioning. You'll also supervise ticket management processes and identify opportunities to enhance operations through process improvements and automation.

The role requires both strategic thinking and tactical execution - you'll be implementing solutions that streamline workflows while ensuring your team has the tools and guidance they need to succeed. Regular reporting to leadership on operational efficiency and team performance is also a key component of the position.

This position offers the opportunity to make a meaningful impact on healthcare delivery while developing both your technical expertise and leadership skills in a collaborative, mission-driven environment.

Candidates should be comfortable working remotely/work from home anywhere within the US.

Primary Duties:

• Lead and Develop Support Team: Manage a team of Support Analysts and Specialists, overseeing their daily activities and promoting their professional development.
• Drive Performance and Accountability: Monitor Key Performance Indicators (KPIs) for the team, offering regular feedback and coaching to ensure continuous improvement and accountability.
• Foster Talent and Collaboration: Onboard, train, and mentor new and existing team members to cultivate a high-performing, cohesive, and collaborative team environment.
• Optimize Team Operations: Develop and implement tools to effectively monitor and manage team capacity and performance, ensuring optimal resource allocation and productivity.

• Monitor SLAs: Oversee Service Level Agreements (SLAs) for troubleshooting issues, ensuring alignment with daily operational practices and standards.
• Own Incident Management Lifecycle: Manage the complete life cycle of incident management, from initial alert through resolution and post-mortem analysis, guaranteeing timely remediation and transparent communication with all stakeholders, including practice teams.
• Develop and Operationalize Runbooks: Create and maintain detailed runbooks for recurring issues and establish standard operating procedures to promote consistent and efficient incident response.
• Optimize Monitoring Systems: Utilize and refine monitoring tools such as Datadog and PagerDuty to proactively detect and mitigate potential issues before they impact our operations.
• Lead High-Priority Incident Resolution: Facilitate high-priority incident resolution calls, guiding cross-functional teams in swiftly addressing and resolving issues.

• Serve as a Point of Escalation: Act as the escalation point for the support team, addressing complex technical issues that require in-depth knowledge of our applications, Tableau, and data interfaces.
• Manage Mirth Interface Engine: Apply and authorize configuration changes in the Mirth production interface engine to troubleshoot existing issues or revise existing data feeds.
• Resolve Complex Issues: Investigate and resolve unprecedented issues, ensuring all findings and solutions are thoroughly documented for future reference.
• Oversee Ticket Management: Supervise the team’s ticket queue to prevent backlogs and ensure all support requests are processed within the established SLAs.

• Drive Support Program Initiatives: Lead initiatives as part of our Scalable Support Program, contributing insights and executing projects to enhance the efficiency and effectiveness of our support operations.
• Identify and Implement Automation Opportunities: Seek out opportunities to automate processes, reducing manual efforts and streamlining team workflows for greater productivity.
• Provide Leadership Updates: Deliver regular reports to leadership on the current state of support operations, highlighting successes, identifying risks, and proposing opportunities for further improvement.

• 4+ years of experience as a Technical Support Manager in a healthcare or technology setting
• Strong leadership and communication skills, with an ability to collaborate and negotiate effectively with cross-functional partners
• Experience leading a team and managing team performance
• Demonstrated experience in a technical operations role with a deep understanding of Incident Management frameworks (e.g., ITIL)
• Proven ability to define, implement, and manage SLAs
• Hands-on experience with enterprise monitoring and alerting systems (e.g., Datadog, PagerDuty)
• Experience creating and maintaining operational runbooks and documentation
• Competency in healthcare data standards (e.g., HL7 SIU/ADT, HIPAA X12 837, or CCDA)
• Experience with building or supporting interfaces in the Mirth interface engine
• Proficiency in constructing new and complex SQL queries for troubleshooting and analysis
• Proven experience using Python, AWS CLI, and Bash

• Bachelor's degree in Information Technology, Health Informatics, or a related field
• Direct experience with modern data platforms like Databricks and streaming technologies like Kafka, or a demonstrated ability to learn new, complex technical systems quickly.
• Prior experience working as a Mirth Interface Engineer
• ITIL or other relevant incident management certification

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

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

And much more!

At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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