The Technical Operations Manager oversees the CEND application at CRISP Shared Services (CSS). CEND is a clinical data messaging platform that uses patient rosters to route clinical messages to various endpoints using various methods. CRISP Shared Services (CSS) is a Health Information Exchange currently serving six states across the country.

Position Title: CEND Operations Manager  

Reports Directly to: Director of IT Operations

Location: Columbia, MD

Hours Per Week: Full time role, including minimal after hours/weekend work (Projects, issues, or maintenance)

Risk Level: High

Job Summary

The CEND Operations Manager role will be responsible for leading a team managing CSS’s CEND application, one of CSS’s most important systems.  In this role, the candidate will be tasked with organizing and managing the tasks, issues, and requests that come into the CEND team and help facilitate great customer service experiences for our customers, account managers, and affiliate partners.  In addition, the candidate will shape the future of CSS’s notification service with direct involvement in the development, deployment, and long-term management of the application.  Separate from the CEND application, the candidate will be responsible for rolling out, maintaining, and improving the Population Explorer application, built on top of the underlying CEND data. The candidate is expected to be process and detail oriented. The candidate will review existing processes and workflows and work with the team to improve and implement new processes to ensure the long-term success. Experience working with healthcare data, Azure Databricks, and python/pyspark preferred.   

Essential Duties and Responsibilities

The CEND Operations Manager will be responsible for the following. Other duties may be assigned as the role evolves.

• Lead the CEND Analysts in the day-to-day operations of the CEND Application, ensuring the system is healthy and functioning as expected.
• Define and manage processes, ensuring adherence to SLAs and quality customer service.
• Manage the day-to-day workload of the Analysts, working with our Technical User Support team and the Implementation Management team to deliver great customer service to our end users.
• Compile daily, weekly, monthly, quarterly, and yearly metrics that demonstrate system availability, functionality, and accuracy to the Leadership team. 
• Manage and shape the future of the Population Explorer application, migrating users from a legacy application and driving the improvements to user experience as the application matures.
• Work with the CEND team to document existing technical and non-technical processes and build a documentation library to include processes for CEND.
• Work with leadership and other teams to define a road map and associated goals for driving improvements to CEND and Population Explorer
• Work with the DevOps and Engineering teams to complete validations of new API releases that interact with notification and provider relationship data. 
• Maintain the CEND Team’s compliance with privacy and security requirements in accordance with CSS Policy.
• Must be available during normal business hours and be able to provide support off hours support if needed in case of application emergencies.
• Train and teach new members of the CSS staff when necessary.

Qualifications

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Outstanding communication, organizational and interpersonal skills with both a technical and non-technical audience
• A high-level understanding of healthcare data types, including HL7 specifications.
• Experience leading a team and delivering great customer experiences across internal and external stakeholders.
• Ability to collaborate with other teams on multi-team processes, projects, and issues. 
• Ability to analyze large datasets for researching issues, reviewing trends, and examining data quality.
• Analytical thinker with the ability to break down complex processes into logical steps for the use of reviewing or troubleshooting systems.
• Ability to quickly understand and take ownership of business processes.

Education and/or Experience

• Experience using Microsoft Azure technologies is a must.
• Experience in Azure Databricks is preferred.
• 3+ years of python experience preferred.
• 2-3 years of team leadership experience.
• Familiarity with healthcare industry preferred.
• Bachelor’s degree in Information Systems or Computer Science, OR equivalent years of experience plus certifications