The Manager, MSP Operations defines, plans, and drives the successful implementation of new clients and expansion of service offerings for existing clients. This role also oversees technical support and workflows for internal teams. The Manager, MSP Operations serves as a technical and functional subject matter expert. This is a multi-faceted role and is one of the first contact points with healthcare executive leadership to implement a workforce program. This role works closely with a variety of healthcare executive sponsors and other client implementation team contacts, internal cross-departmental team members, and VMS partners.
What You'll Be Doing
- Manage multiple large and complex projects, leading discovery, design, and delivery, and meeting timelines (e.g., new MSP client implementations, new and existing client implementations, etc.)
- Continuously review internal and external operational and technical processes (e.g., SOPs, workflows, audits, etc.) and ensure necessary improvements are successfully implemented
- Monitor, manage, and ensure completion of VMS updates to support SimpliFi clients and internal team members
- Lead change management efforts and assess/manage the impact of technology changes tocurrent workflows and processes across SimpliFi Clients and internal workflows
- Develop and contribute to client deliverables such as workflows, communication plans, project plans and stakeholder agendas
- Liaise with technology partners and internal stakeholders to manage/prioritize VMS issue reporting and enhancements
- Ensure appropriate implementation-related and ongoing internal training is completed and related training documentation is maintained
- Oversee service issue resolution and support to clients and internal team; regularly analyze support ticket activity and report out trends
- Uphold our Core Values
- Own Your Relationships – Be someone others can count on
- Own the Outcome – Deliver results through accountability and follow-through
- Obsess Over the Experience – Make every interaction meaningful
- Act with Integrity & Respect – Do what’s right, always
Other duties as assigned
Supervisory Responsibilities
- Lead assigned team members and manage associated work processes
- Establish performance standards and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, and conduct annual performance appraisals
- Execute supervisory responsibilities in accordance with the organization’s policies and procedures
What We're Looking For
- High school diploma or equivalent
- 3 years of full scope project management experience or related experience
- 3 years of MSP experience
- Thorough understanding of Healthcare terminology, Managed Services Provider (MSP) programs and Vendor Management (VMS) systems
- Extreme attention to detail
- Demonstrated comfort level with and high proficiency performing in high visibility, client-facing roles with frequent interactions with executive leadership
- Ability to juggle multiple tasks/priorities with competing interests without losing efficiency
- Familiarity with ticketing support systems (i.e., Happy Fox or similar)
- Ability to effectively work in a fast-paced and complex environment and maintain a sense of urgency
- Ability to build and maintain productive working relationships with cross-functional coworkers
- Excellent communication skills
- Proficient with Microsoft Office Word, Excel, Outlook, and PowerPoint
- Ability to recognize and mitigate risks
- Ability to lead and develop others
Will accept any suitable combination of education, training, or experience
Preferred Qualifications
- Bachelor’s degree in Business or Healthcare Administration, Operations, Business Analytics, or a related field and/or equivalent work experience
- Prior experience in healthcare MSP setting and/or experience implementing VMS technologies
- CAPM, PMP or similar project management certification
- Prior leadership experience
- Prior experience managing a ticketing support system (i.e., Happy Fox or similar)
Comp & Benefits
$75,000 - $85,000 per year based on experience
- Benefits (Start Day 1!):
Medical, Dental, Vision, Life, and Long-Term Disability
Short-Term Disability, Accident, Critical Illness
Legal Assistance, Identity Protection, Pet Coverage
Retirement Plan with Employer Match
Generous vacation plan + 8.5 paid holidays
3+ years MSP and project management experience in healthcare, VMS and ticketing familiarity, leadership of teams, strong communication and attention to detail.
Key Responsibilities
- managing implementations
- overseeing support
- leading teams
Skills & Tools
Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Happy Fox, VMS
Job Details
- Category: Project and Program Management
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 75,000 – 85,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About TNAA & TotalMed
A provider of managed services and implementation support for healthcare workforce programs. — Industry: Healthcare