Job details

Integration-Practice Support Director (Application Support), Remote

Aledade is seeking a Integration-Practice Support Director (Application Support) to lead a high performing Application Support team. The role oversees all aspects of the operations aimed at delivering best in class customer support for Aledade's population health software that our partner practices use to achieve Accountable Care Organization (ACO) goals. This includes overseeing day-to-day team operations (how the team executes the work and partners with stakeholders), as well as defining team’s strategy (paths to a balanced scorecard ensuring team’s scalability to support Aledade vision and mission) and excellent execution of it.

We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home within the US or be based from Bethesda, MD office.

Primary Duties:

Lead and manage the Application Support team and the team’s portfolio:

Hiring, training, and performance evaluation.
Motivate and drive the team's success.
Be available for the team.
Oversee the day-to-day operations of the team, ensuring timely response and resolution of customer issues.
Participate in escalated client issues, providing technical expertise and resolution when needed.

Strategize team’s direction that outlines paths to a balanced scorecard and plan for excellent execution:

SOPs are documented.
Reshape team’s culture to achieve customer-centric culture.
Maintain a high level of employee’s satisfaction and low turnover rate.
Create, maintain, and communicate success measures (SLAs and KPIs).
Maintain a close partnership with all stakeholders.

Manage Scalable Support program:

Innovate path forward to turn opportunities into solutions.

Minimum Qualifications:

12+ years of relevant experience. 8+ years experience in leading and managing a technical support team
Strong understanding of application support’ best practices and industry standards
Experience using Zendesk, Salesforce, and JIRA
Experience with Nextgen Connect/Mirth engine and various connectivity methods, such as VPN, SFTP. XDS.b, XDM
Familiarity debugging healthcare transactions: HL7, 837, CCDA

Preferred KSA's:

Functional competencies: Emotional intelligence, adaptability, communication skills, decision-making, strategic thinking, influence others, change management, relationship building, portfolio management skills, team building skills, strategic decision making, strategic planning, capacity planning, relationship building.
Exceptional customer service skills and a customer-centric mindset
Master’s Degree in Computer Information System or MBA
Healthcare industry experience supporting PM and/or EHR systems is a plus
Experience using Snowflake, PostgreSQL

$160,000 - $175,000 a year

Salary Range: $160,000-$175,000 base + bonus + equity

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience.

Aledade Glassdoor Company Review

4.6

Aledade DE&I Review

No rating

CEO of Aledade

Farzad Mostashari

Approve of CEO

Average salary estimate

$167500 / YEARLY (est.)

min

max

$160000K

$175000K

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What You Should Know About Integration-Practice Support Director (Application Support), Remote, Aledade

Aledade is excited to welcome an Integration-Practice Support Director (Application Support) to our dynamic team! In this vital role, you'll lead our high-performing Application Support team, playing a crucial part in ensuring that our exceptional population health software meets the needs of our partner practices. Your responsibilities will encompass everything from managing daily operations to crafting and executing strategies that enhance our customer support service. You'll get to motivate and develop your team members, ensuring timely and effective resolution of customer issues while fostering a culture tailored to customer success. We understand that talent does not abide by geographic boundaries, so whether you prefer to work from the comfort of your home or join us in Bethesda, MD, we’d love to hear from you. To thrive in this role, you should bring over 12 years of relevant experience and at least 8 years in leading technical support teams. Your background should include a strong command of application support best practices, and familiarity with tools like Zendesk, Salesforce, and JIRA will be essential. Not only will you get to innovate paths forward that turn challenges into solutions, but you’ll also be responsible for maintaining a high level of employee satisfaction. This role offers a competitive salary range of $160,000 to $175,000 plus bonuses and equity. If you’re eager to make an impact at Aledade, this could be the perfect opportunity for you!

Frequently Asked Questions (FAQs) for Integration-Practice Support Director (Application Support), Remote Role at Aledade

What are the main responsibilities of the Integration-Practice Support Director at Aledade?

The Integration-Practice Support Director at Aledade is responsible for leading the Application Support team, overseeing daily operations, and ensuring best-in-class customer support for our population health software. This includes managing team dynamics, participating in escalated issues, and strategizing team direction to achieve performance metrics.