Healthcare Technical Operations Lead

Tech Ops Lead (Healthcare Applications) – Lead II – Production Support

Who We Are:

UST Health Proof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well‑being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.

We have a strong global presence and a dedicated workforce of over 4000 people spread across the world.

Our brand is built on the strong foundation of simplicity, integrity, people‑centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.

Tech Ops Lead (Healthcare Applications) – a highly skilled and experienced professional instrumental in planning, coordinating, and streamlining operational needs for customer‑facing technology delivery operations, guided by Health Proof’s values.

• Manage operational excellence for technology delivery
• Timely generation of SLA/operational reports to customers and management
• Drive issue resolution and root cause analysis for incidents
• Manage day‑to‑day production support for a mid‑size health plan, including core administrative systems (enrollments, claims, adjudication, payments) and surrounding applications/products and downstream/upstream vendors
• Drive customer calls and priorities
• Prioritize daily operational events and issues
• Manage incidents in service management systems such as JIRA/Service Now

• Bachelor’s degree in a related field
• Minimum 6 years experience managing a mid‑to‑large size customer‑facing production support environment
• Strong experience with healthcare payer platforms (e.g., Facets, QNXT, NASCO)
• Strong experience with service management, SLA tracking, and operational reporting to customers and management
• Strong experience with file transfer management solutions (Move It, EDIFECS)
• Experience setting up processes using service management tools, preferably Service Now and Jira Service Management
• Experience with Healthcare EDI (270, 271, 276, 277, 834, 835) highly desirable
• Experience managing health of production application environments
• Experience working in a technical support role in complex architecture environments
• Experience with SQL required
• Experience with Cloud (AWS/GCP) desirable
• Experience with SOAP desirable
• Experience ETL processing desirable
• Understanding of ITIL practices and software delivery
• ITIL certification or strong working knowledge of ITIL‑based operations
• Practical knowledge of working with SOWs, SLAs, and change requests
• Experience working with SaaS providers and Health Edge applications a plus
• Skills &
  
  Competencies:
  
  delivery management and customer partner or account interaction must be a must; experience working in an onshore/offshore model; communication skills with peers, customers, and partners including the ability to convey information effectively

Role

Location:

Remote

Compensation Range: $80,000‑$100,000

Full‑time, regular employees accrue up to 16 days of paid vacation per year, receive 6 days of paid sick leave each year (pro‑rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave. Employees may participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as basic life insurance, accidental death and disability insurance, and short‑ and long‑term disability benefits.

Regular employees can purchase additional voluntary short‑term disability benefits and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA). Certain regular employees may have the potential for quarterly incentive‑based bonuses and/or commissions depending on role. Benefits offerings vary in Puerto Rico.

Part‑time employees receive 6 days of paid sick leave each year (pro‑rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full‑ti…