Platform Operations Manager
Company DescriptionPrivia HealthA$ cents A cents EUR zA' cents is a national physician platform transforming the healthcare delivery experience.
We provide tailored solutions for physicians and providers, creating value and securing their future.
Through high-performance physician groups, accountable care organizations, and population health management programs, Privia works in partnership with health plans, health systems, and employers to better align reimbursements to quality and outcomes.
Job DescriptionTitle:
Platform Operations ManagerEmployment Type:
FTEExemption Status:
ExemptLocation:
RemoteOverview of the Role:
The Platform Operations Manager is a key role that oversees a 24x7x365 Platform Operations Center (POC) providing technology support to Privia's employees, providers and Care Centers.
The Platform Operations Manager supervises vendor partner to handle support cases and incidents, following well documented runbooks in order to achieve target service levels.
The Platform Operations Manager has a secondary role to work with other service delivery teams within the Technology and Platform Services team to identify and migrate appropriate activities into the POC to achieve expense and/or service level (eg 24x7 response) targets.
This role oversees the POC vendor and their contractual obligations, supporting day-to-day activities and escalations.
Primary Job Duties:
Leader and supervise day to day tasks and functions by the support of the NOC Partner to include incident and change management.
Institute a process to ensure documentation, processes and procedures used by NOC Partner are being created and maintained.
Serve as a direct escalation resource for the NOC Partner dealing with events and customers needing additional resources or urgent attention.
Hold the team accountable to SLAs and quality standards, including regular support reviews to identify trends and areas for improvement.
Ability to extract and review data that reflects team performance against KPIs.
Facilitate issues and escalations between NOC partner and related teams to drive resolution and achieve SLAs, customer satisfaction Understand support and incident workflows across Technology team, partner with stakeholders to expand scope of NOC partner services to optimize service Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards Builds positive relationships with leadership and staff in all areas across the Technology & Platform Services team.
Other duties and/or projects as assigned.
Qualifications Bachelor's Degree or equivalent experience and technical training or certifications 2-4 years of experience in leadership over a support or customer experience team 1-2 years of experience with frameworks such as ITIL, Lean 6-Sigma or equivalent work experience demonstrating quality of delivery of services.
1-2 years of vendor and contract management Experience with customer service, issue management, or ticketing tools Experience managing remote and off-shore resources, and vendor contracts Must understand HIPAA rules and regulations Interpersonal Skills & Attributes:
Strong attention to detail and accuracy, able to proofread and validate content and data for accuracy and brand consistency.
Excellent written and verbal communication skills.
Your message is clear and people get what you're saying in email, in person, and on the phone.
Excellent time management skills.
Ability to provide feedback in a positive, constructive manner.
Team player, focused on creating strong team morale.
Strong leadership skills Resourceful and able to 'hit the ground running.
' Ability to prioritize and follow through effectively.
Excellent organizational skills; ability to produce quality work, quickly in a fast-paced environmentAdditional InformationAll your information will be kept confidential according to EEO guidelines.
Technical Requirements (for remote workers):
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed.
This should be acquired prior to the start of your employment.
The best measure of your internet speed is to use online speed tests like This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements.
Work with your internet provider if you have questions about your connection.
Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
We provide tailored solutions for physicians and providers, creating value and securing their future.
Through high-performance physician groups, accountable care organizations, and population health management programs, Privia works in partnership with health plans, health systems, and employers to better align reimbursements to quality and outcomes.
Job DescriptionTitle:
Platform Operations ManagerEmployment Type:
FTEExemption Status:
ExemptLocation:
RemoteOverview of the Role:
The Platform Operations Manager is a key role that oversees a 24x7x365 Platform Operations Center (POC) providing technology support to Privia's employees, providers and Care Centers.
The Platform Operations Manager supervises vendor partner to handle support cases and incidents, following well documented runbooks in order to achieve target service levels.
The Platform Operations Manager has a secondary role to work with other service delivery teams within the Technology and Platform Services team to identify and migrate appropriate activities into the POC to achieve expense and/or service level (eg 24x7 response) targets.
This role oversees the POC vendor and their contractual obligations, supporting day-to-day activities and escalations.
Primary Job Duties:
Leader and supervise day to day tasks and functions by the support of the NOC Partner to include incident and change management.
Institute a process to ensure documentation, processes and procedures used by NOC Partner are being created and maintained.
Serve as a direct escalation resource for the NOC Partner dealing with events and customers needing additional resources or urgent attention.
Hold the team accountable to SLAs and quality standards, including regular support reviews to identify trends and areas for improvement.
Ability to extract and review data that reflects team performance against KPIs.
Facilitate issues and escalations between NOC partner and related teams to drive resolution and achieve SLAs, customer satisfaction Understand support and incident workflows across Technology team, partner with stakeholders to expand scope of NOC partner services to optimize service Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards Builds positive relationships with leadership and staff in all areas across the Technology & Platform Services team.
Other duties and/or projects as assigned.
Qualifications Bachelor's Degree or equivalent experience and technical training or certifications 2-4 years of experience in leadership over a support or customer experience team 1-2 years of experience with frameworks such as ITIL, Lean 6-Sigma or equivalent work experience demonstrating quality of delivery of services.
1-2 years of vendor and contract management Experience with customer service, issue management, or ticketing tools Experience managing remote and off-shore resources, and vendor contracts Must understand HIPAA rules and regulations Interpersonal Skills & Attributes:
Strong attention to detail and accuracy, able to proofread and validate content and data for accuracy and brand consistency.
Excellent written and verbal communication skills.
Your message is clear and people get what you're saying in email, in person, and on the phone.
Excellent time management skills.
Ability to provide feedback in a positive, constructive manner.
Team player, focused on creating strong team morale.
Strong leadership skills Resourceful and able to 'hit the ground running.
' Ability to prioritize and follow through effectively.
Excellent organizational skills; ability to produce quality work, quickly in a fast-paced environmentAdditional InformationAll your information will be kept confidential according to EEO guidelines.
Technical Requirements (for remote workers):
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed.
This should be acquired prior to the start of your employment.
The best measure of your internet speed is to use online speed tests like This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements.
Work with your internet provider if you have questions about your connection.
Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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