IT - SCDHHS - IT Healthcare Consultant - Project Manager - Consultant
Daily Duties / Responsibilities
Oversee, coordinate, and support daily operations of:
- Medicaid Management Information System (MMIS)
- Encounter Processing System
- Other supporting enterprise applications
Coordinate with vendors, Office of Cyber Security, Enterprise Architecture, and other internal/external stakeholders. Ensure operational stability, system availability, and timely issue resolution.
Team Leadership & Workforce Management
Lead, motivate, and manage cross-functional operational support teams. Oversee teams responsible for:
- Production support
- Help Desk operations
- Interface/EDI support
- Stakeholder monitoring and communication
Foster a safe, professional, and productive work environment. Assign, monitor, and balance team workloads to ensure operational efficiency.
Incident & Issue Management
Oversee incident, problem, and issue management processes. Ensure proper documentation, tracking, escalation, and resolution of all ticket types. Coordinate timely resolution of production incidents. Handle internal and external escalations and communicate resolutions to appropriate stakeholders. Identify operational risks and implement corrective actions. Maintain complete documentation of operational decisions and resolutions.
Compliance & Governance
Ensure compliance with CMS, SSA, and other regulatory security requirements. Monitor audit findings and recommendations through to successful completion. Collaborate with contract monitors to establish and track Service Level Agreements (SLAs). Ensure adherence to organizational policies, procedures, and governance standards.
Change & Release Management
Oversee release management activities, including:
- Stakeholder communication
- Pre-implementation planning
- Readiness assessments
- Post-implementation monitoring
Support change management by:
- Coincating backlog grooming
- Maintaining work queues
- Ensuring compliance with approval gates and change control processes
Process Improvement & Documentation
Develop, implement, and monitor Standard Operating Procedures (SOPs). Ensure operational practices align with documented SOPs. Notify teams and stakeholders when operational processes deviate from established procedures. Drive continuous process improvements across operational functions.
Stakeholder Communication
Respond promptly to internal and external inquiries. Maintain effective communication with:
- Business stakeholders
- Executive leadership
- Vendors
- Technical teams
Provide operational updates, status reports, and issue resolutions.
Required Skills (Ranked By Importance)
- Bachelor's degree in Technical, Business, Healthcare, or a related field
- Equivalent experience (5 years in business/systems analysis or computer systems development) may substitute for education
- 5 years of experience managing system operations or administrative functions supporting: Healthcare claims processing, Encounter processing systems
- 5 years of project management experience leading: System implementations, System enhancements
- 3 years of experience managing external vendors responsible for system development and support
- Ability to participate in on-call incident management and provide after-hours production support
- AWS Cloud Certifications
Preferred Skills
- Experience managing operations of Medicaid Enterprise Systems
- Strong knowledge of: Medicaid eligibility, Enrollment, MMIS domain concepts
- Experience preparing executive presentations and operational reports
- Experience using ticketing systems for incident and service management
- Experience developing Standard Operating Procedures (SOPs) for new system implementations
Additional Skills
- Excellent written and verbal communication skills with audiences ranging from frontline staff to executive leadership
- Strong leadership and team management capabilities
- Experience assigning, managing, and overseeing team workloads
- Knowledge of the Software Development Life Cycle (SDLC)
- Strong documentation, process management, and operational governance skills
- Ability to coordinate cross-functional teams and drive operational excellence
- Excellent organizational, analytical, and problem-solving skills
- Strong stakeholder management and vendor coordination experience