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Service Delivery Platform Manager

Remote

About Private Health Management

Private Health Management (PHM) is a clinically sophisticated healthcare navigation firm, dedicated to assisting clients in achieving the best care and outcomes when facing complex medical conditions. We work with individuals and businesses that prioritize health, offering science-backed insights, access to top specialists and treatments, and independent guidance for informed health decisions.

About the Role

As the Service Delivery Platform Manager at PHM, you will manage and optimize PHMCare, the system at the heart of PHM’s service delivery functions. Working with ServiceNow Healthcare and Life Sciences (HCLS), you will align CRM platforms with business goals, ensuring data accuracy, system optimization, and HIPAA compliance. This role is key to supporting the seamless, secure, and compliant operation of PHM’s white glove medical advisory services.

What You’ll Accomplish

  • ServiceNow HCLS Administration
    • Manage and optimize ServiceNow HCLS for service delivery, ensuring the system supports seamless operations.
    • Collaborate with cross-functional teams to streamline processes and improve efficiency.
    • Oversee release management and collaborate with third-party vendors to ensure successful updates.
    • Maintain HIPAA compliance, ensuring controls to protect sensitive health data.
  • System Integration and Data Management
    • Ensure smooth integration between ServiceNow HCLS and connected systems, promoting accurate data flow.
    • Maintain data management processes to uphold regulatory standards and system integrity.
  • Cross-Departmental Collaboration
    • Partner with stakeholders across business operations, sales, marketing, provider networks, and customer support to ensure platform functionality aligns with organizational goals.
    • Provide training on best practices for using ServiceNow and connected systems effectively.
  • Process Optimization and Reporting
    • Continually evaluate and enhance workflows to improve efficiency and client experience.
    • Develop and maintain dashboards and reports to provide insights for service delivery.
  • Compliance and Security
    • Ensure ServiceNow and data handling practices comply with HIPAA and PHM’s security policies.
    • Collaborate with Information Security teams to monitor and enhance data protection within ServiceNow platforms.

How You’ll Spend Your Days

  • Managing the administration and optimization of the ServiceNow HCLS platform.
  • Collaborating with stakeholders to ensure new features are aligned with best practices and organizational goals.
  • Ensuring ongoing compliance with HIPAA and other security measures.
  • Reporting and tracking platform performance, offering insights to improve service delivery.

What You Bring to the Table

  • Bachelor’s degree in Information Systems, Marketing, Business, or a related field.
  • 6+ years of experience in CRM management, including experience with HubSpot and ServiceNow HCLS or CSM.
  • Strong understanding of sales, marketing, and customer service processes, especially in healthcare or heavily regulated industries.
  • Experience with HIPAA compliance and healthcare data security.
  • Proven ability to manage cross-functional projects and work collaboratively across teams.
  • Strong project management, collaboration, and communication skills.
  • Data analysis, reporting, and process optimization experience.

Preferred Qualifications

  • ServiceNow HCLS operational experience.
  • Experience with third-party integrations and API connections in ServiceNow.
  • Familiarity with Zoom workplace, Snowflake, Fivetran, and Sigma.
  • Experience with AI platforms (e.g., ChatGPT Enterprise, Gemini, Zoom Workplace).
  • Experience with HubSpot and in healthcare or boutique advisory services.

Compensation: The target base salary for this position is $100,000-$150,000.

This base salary is only a part of a total compensation package that also includes health/dental/vision benefits, 401k with match, stock options, PTO and other benefits. Individual pay may vary from the target range as a number of factors including market forces, experience, location, disparities in market data and other relevant business considerations may all factor into final compensation.

This is a remote role requiring that you live in one of the states where we currently have business operations: AZ, CA, CO, FL, GA, ID, IL, IN, MA, MI, MO, NJ, NC, NM, NY, OH, OR, PA, SC, TN, TX, UT, WA.

Next steps

Private Health Management is a remote company with employees around the United States. We’re committed to providing you with the best possible interview experience and opportunities to spend meaningful time getting to know our company, mission, and wonderful teammates in our fully remote interviews. If your application is selected for interviews, you’ll hear from a member of our recruiting team to schedule next steps. Interviews will also include: the hiring manager, peers, and often an executive from the department. We have lots of questions for you, but we’re also excited to answer your questions about us. We appreciate your help in achieving an interview process that allows us to truly know each other and welcome your feedback and requests on how we can make this a reality for yourself & future candidates.

Have a quick question about the role? Email careers@privatehealth.com or simply apply here.

 

Anticipated Pay Range

$100,000 - $150,000 USD

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