Operations Manager

HTC Global Services Inc • Los Angeles, CA • 7h ago

HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Role: Operations Manager

Plays a key role in helping orchestrate and oversee the day-to-day operational activities of the entire delivery team at HTC's client. While requiring detailed application and integration knowledge of the Cerner Millennium EHR, clinical applications and infrastructure, this knowledge will primary be applied to strategy and helping the broader team find creative solutions to challenges.

The successful candidate will also be proficient in Excel, Word, PowerPoint, and other office suite of tools to create operational reports that are required for the customer review and oversight. These include project allocation reports, resource utilization reports, and monthly customer briefings with the CIO and other senior members of their staff.

Specific duties / tasks include but is not limited to:

Research emerging technologies in support of business objectives provided by the customer

Maintains up to date knowledge of all relevant HIPAA regulations as well as customer policies and privacy requirements.

Own and drive IT governance meetings

Facilitate the creation of high-quality written materials including but not limited to business plans and ROI pro-forma; and defining resource requirements, project workflow, delivery governance reporting, and customer executive briefings.

Recommend and develop appropriate policies, procedures, performance standards, metrics and reporting tools for review and approval by the customer.

Working with delivery teams to create and/or maintain documentation related overall service delivery (aka. Run books).

As a team leader, set vision, lead and motivate staff by directing and coordinating activities consistent with established goals, compliance and quality requirements, objectives and policies and procedures.

Oversight of the HTC staff as it relates to standards of quality metrics such as ticket handling, process adherence, and project-based deliverables.

Create and monitor IT process improvement activities aimed at reducing costs, improving overall quality and customer satisfaction.

Serve as the organization's liaison for all communications regarding on-going stability and quality of technical services provided.

Facilitate communication between staff, management, vendors, and other technology resources within the healthcare system creating an atmosphere of trust.

Develop and implement strategies to mentor, motivate, and retain key employees.

Ensure that all HTC Staff have the appropriate onboarding training required and background checks and other customer requirements.

In addition, the operations manager will support the Client Executive in:

Creation and maintenance of the overall IT strategic plan

Direct shared service or remote dedicated resources for such personnel to be responsible for the delivery of services required under this agreement and statement of work.

Develop and implement strategies to deliver superior customer service.

Other Job Requirements:

Must have 5+ years working in Health IT in the healthcare provider space with detailed knowledge about platforms such as EMRs, PACS, Pharmacy Systems, Radiology Systems, etc.

Experience with the Cerner Millennium EHR and integrated technologies required.

The position can be remote but must be willing to work during Pacific Time zone.

On-site travel may be required for client meetings or events.

The ideal candidate must be flexible and adaptable and does not view their workday as "8 to 5".

Soft skills

Leadership - Understands how to motivate and support a diverse team of technical resources.

Communication - Must be able to communicate with healthcare providers in their "language" but also capable of taking complex technical topics and explain them in no-technical terms.

Proactive - Always thinking ahead and trying to get in front of risks and issues before they happen.

Reactive - When things go wrong, the ideal candidate will be expected to be responsive and have a sense of urgency with an eye towards addressing anything impacting patient care.

Accountability - Understands that while the task may not be assigned to this individual, they take accountability for ensuring things are getting done in a timely manner with the utmost attention to quality.

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.

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