Manager- Managed Services Operations

Role Summary- 

The Managed Services Manager will lead a team to meet the implementation and service goals of this quickly growing product while maintaining a high level of customer satisfaction. The manager will interact with internal stakeholders and GHX North America leadership to provide operational oversight and ensure we meet our delivery targets. 

Required Skills- 

•         Excellent communication skills; verbal, written, and electronic.
•         Ability to identify learning opportunities and self-educate where resources and opportunities are present
•         Teamwork and team development focused
•         Leadership qualities and skills
•         Efficiency, organization, and effective time management
•         Attention to detail
•         Customer service/interpersonal skills
•         Efficient in Excel or other similar reporting tools
•         Monitors departmental capacity and provides pro-active visibility into potential bottlenecks.
•         Tracks, analyzes, manages, and communicates service deliver- related metrics
•    Able to create capacity models and conduct capacity assessments for the Program/Project
• Aggressively pursues opportunities for continuous improvement to internal processes and tools.

Roles & Responsibilities- 

•         Hire, manage and oversee a team of GHX FTEs and contractors as applicable in delivering GHX Managed Services to our customers
•         Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions within Managed Services
•         Provides support analytics and customer experience data to assist application design improvement and product implementations.
•         Conduct performance management and track KPIs for FTEs to ensure customer deliverables are met
•         Oversee individual contributors and conduct 1on1s to increase performance and foster open communication and collaboration
•         Build and develop the team: Establish hierarchy of responsibilities and concentrations as needed, develop domain knowledge of new members
•         Acts as escalation point for technical and transactional issues that occur within Managed Services
•         Maintain operational efficiency with proactive oversight and corrections (internal QA Program)
•         Assist product management with the operational design of managed service enhancements and make suggestions on new services driving greater customer value
•         Escalates issues to leadership and/or aide in technical resolutions as appropriate while providing follow up with required individuals to ensure successful problem ownership
•         Serves as the internal representation for voice of the customer on new or already existing products
•         Effectively implement new processes or request process evolution to drive greater efficiencies as the Managed Services customer base grows
•         Ensure appropriate staffing for coverage and monitor workload capacity. Initiate new hire processes when appropriate.
•         Build and maintain necessary training and resource documentation

Education and Experience- 

•         Minimum 5+ years of account management and managing direct reports
•         Bachelor’s degree, or a combination of education and related experience Qualification

GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.