• Lead cross-functional initiatives related to the efficient and seamless operation of our Medicare ACOs, including voluntary alignment, provider submission, CMS communications, and much more. • Engage in the CMS submission process of information to contractual partners on behalf of our providers and ensure adherence to all ACO program-related requirements. • Collaborate and manage touch-points with external stakeholders, including the federal government, national advocacy organizations, and other partners. • Operationalize patient- and provider-facing programs to support patient engagement in their healthcare journey.

• Serve as the strategic operational and analytic engine for our Quality Performance initiatives, helping to manage performance and building scalable systems to support our continued improvement. • Lead cross-functional initiatives related to the efficient and seamless operation of our Medicare ACOs with an emphasis on quality performance and management. • Support the execution of our quality measurement and reporting program on behalf of payer and provider partners. • Collaborate and manage touch-points with external stakeholders, including quality partners, national advocacy organizations, and other partners. • Operationalize patient- and provider-facing programs to support patient engagement in their healthcare journey.

- Provide daily ongoing first point of contact support to clients through the Footprint ticketing system or other mechanism - Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity - Liaison between users and other team members including Database Administrators (DBA’s), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts - Triage Footprints tickets to Subject Matter experts for resolution Ensuring all tickets are accurately categorized for reporting purposes - Assist with distribution of client application communications interfacing with Business Subject Matter Experts - Identify connectivity defects and assist in trouble shooting root cause - Follow all established Service Management processes, and identify opportunities for improvement. Requirements Experience and Skill Set Requirements Public Sector Experience - 2+ years of experience working in the healthcare industry - Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health Technical Skills - 2+ years of experience providing technical support at Tier 1 - Technical certifications: A+, ITIL Foundation Certification, or equivalent ITIL experience - Technical knowledge of Windows and Linux servers and operating systems, and technology infrastructure - Knowledge and Skills/Experience of Microsoft great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation Service Management Skills - Knowledge of Service Management Processes with 2+ years’ experience in supporting remote clients. Experience triaging tickets, prioritizing, categorizing and handling service requests, incidents and problem tickets Management and Communication Skills - Proven track record for building strong working relationships - Strong interpersonal, and verbal and written communication skills - Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively - Excellent analytical, problem-solving and decision-making skills - Ability to apply strong listening skills to facilitate issue resolution - A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines MUST HAVES: - Knowledge and Skills/Experience of Microsoft great Plains 2016, Quadrant Workforce, BSSI Health Financial Management Module, Citrix, AD account creation - Knowledge of Service Management Processes with 2+ years’ experience in supporting remote clients. Experience triaging tickets, prioritizing, categorizing and handling service requests, incidents and problem tickets

• Manages staff, providing coaching, mentorship and work direction • Conducts regular performance appraisals and career discussions with staff • Facilitates employee career development • Interviews, recruits and selects staff • Manages and conducts induction/orientation programs for all new employees, ensuring their smooth assimilation into the company • Ensures all staff CVs, training records, position profiles and experience profiles are complete and up-to-date • Ensures timeliness and accuracy of timesheets and expense reports • Supports allocation activities per the local resourcing process • Supports activities of project leads/functional leads to optimize the operational running of projects • Escalates appropriately any issues which may impact project deliverables • Delivers training on Working Practice Documents (WPDs) and Standard Operating Procedures (SOPs), local requirements and any other subjects that impact on clinical operations • Identifies training gaps and ensures that training requirements are met • May contribute to development of training programs, where appropriate • Assures adherence to good ethical and regulatory standards • Alerts management to quality issues, request QA audits as appropriate, and facilitate client and internal quality assurance audits as required • Manages and reviews systems (e.g. Activate, CTMS, Preclarus, Clarity) to evaluate employee and project metrics, KPIs and general project status • Evaluates work of staff, including conducting PAVs (either remote or on-site) to thoroughly evaluate the employee monitoring skills and project conduction when applicable • Participates in process improvement/development initiatives • Ensures understanding and facilitation of the risk-based monitoring approach • May provide input into bids and contribute to the procurement of new business where required