Senior Manager, Application Services

You’re more valuable than ever – And that’s just how we’ll make you feel.

JOB SUMMARY

The Senior Manager of Application Services will be responsible for the support and administration of key applications and products, including EMRs, Workday, Salesforce, custom solutions for billing, registration, web, and mobile. This role will involve working closely with Product Owners, Scrum Masters, developers, UX designers, and QA teams to ensure the effective management and optimization of application services. The Senior Manager will also be tasked with developing an application inventory, supporting governance, managing SLAs and metrics, and understanding contracts and renewals.

Key Responsibilities:

Application Support and Administration:

• Oversee the support and administration of EMRs, Workday, Salesforce, and custom applications for billing, registration, web, and mobile.
• Ensure applications are running smoothly and efficiently, addressing any issues or outages promptly.
• Collaborate with IT and business teams to implement updates, enhancements, and new features.
• Overseeing applications specific to healthcare, such as Electronic Health Records (EHR) and other clinical systems.
• Ensuring seamless integration between software applications and medical devices.
• Managing applications that directly interact with patients, such as patient portals, mobile applications, and telehealth platforms.

Team Leadership and Collaboration:

• Lead and mentor the application support team, fostering a collaborative and high-performance culture.
• Work closely with Product Owners, Scrum Masters, developers, UX designers, and QA teams to ensure alignment and effective communication.
• Promote a collaborative environment where cross-functional teams can work efficiently and share insights, challenges, and progress.
• Provide ongoing training and development opportunities for the application support team to keep their skills current.

Application Strategy, Inventory and Governance:

• Develop and implement application strategies to support the company's business objectives.
• Oversee the full life cycle of application development and support projects, including planning, execution, and delivery.
• Develop and maintain an inventory of all applications, ensuring accurate and up-to-date records.
• Support governance processes to ensure compliance with organizational policies and standards.
• Establish and enforce best practices for application management and support.

Performance Monitoring, Service Level Agreements (SLAs) and Metrics:

• Develop and maintain performance metrics and KPIs to monitor the health of application services.
• Provide regular reports to senior leadership on application performance and support activities.
• Use data-driven insights to inform decision-making and drive improvements.
• Define and manage SLAs for application support, ensuring timely and effective resolution of issues.
• Identify areas for improvement and implement strategies to enhance service delivery and application performance.

Continuous Improvement and Innovation:

• Drive innovation in application services by exploring modern technologies and methodologies.
• Implement continuous improvement initiatives to enhance application support processes and practices and encourage a culture of continuous learning and improvement within the application support team.
• Continuously assess and improve application support processes and practices to increase efficiency and reduce bottlenecks.
• Stay up-to-date with industry trends and best practices to ensure GoHealth's application services remain competitive and effective.

Risk Management and Compliance:

• Develop and maintain an incident response plan to address potential disruptions to application services.
• Ensure that applications are resilient and that there are plans in place to maintain operations during emergencies.
• Identify and manage risks related to application support and administration, developing mitigation strategies as needed.
• Prepare for and manage audits related to application compliance and data security.
• Ensuring applications comply with healthcare regulations such as HIPAA. Managing patient data securely and ensuring privacy.
• Proactively address potential issues to minimize impact on business operations.

Stakeholder Engagement and Communication:

• Work closely with doctors and other clinical staff to understand their needs and ensure applications meet their requirements.
• Manage relationships with vendors providing healthcare applications and services, ensuring they meet performance and compli