Senior Director, Technology Solutions and Support Services

Salary Range:  $149,502.00 (Min.) - $201,827.00 (Mid.) - $254,152.00 (Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Senior Director, Technology Solutions & Support services responsible for overseeing the development and implementation of technology solutions and ensuring the provision of top-notch support services to meet organizational needs. The Senior Director is responsible for providing leadership and direction to L.A. CARE's various shared technology services’ teams. The Senior Director is also responsible for strategic planning, development, and implementation of special technology solutions to drive organizational success. The role is responsible for managing cross-functional teams, optimizing technology operations, and ensuring the delivery of high quality support services to internal and external stakeholders. 

The Senior Director directs all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.

Duties

Provide strong leadership and mentorship to a team of technologists responsible for ensuring that Information  Technology (IT) systems and services are available and performing at optimum levels for the business. Ensure all IT changes and deployments are of highest quality, and the production systems are stable in the event of changes.  Responsible for managing internal and external stakeholders, designing and implementing IT strategies, reducing production and security risks, and maintaining systems and operations within the service level agreements (SLAs) established by the company. Performs analysis of incidents and problems, creating reports for status and decision making with focus on problem prevention. Provides proactive and retrospective metrics and analytical reporting to internal customers and client executives; including critical batch processing reports.  Builds repeatable processes, leveraging best practices with focus on continuous improvement with focus on automation. Ensures the integrity of all information systems and corporate information through the implementation and maintenance of established system management practices, controls and SLAs.

Responsible for overseeing the following IT functions, but not limited to -

Network Operations Center (NOC) and IT Production Control
Provides oversight, development, and management of IT fault and performance monitoring services utilizing Dynatrace to ensure that any technology issues can be detected and quickly resolved. Responsible for activating and managing IT Major incident management teams for incident response until resolution. Collaborates heavily with Security Operations Center (SOC) to ensure the L.A. CARE Assets and networks are secure. Ensures that Batch design, support and operations run per the established SLAs and standards. 

IT Service Desk and IT Asset Management
Responsible to ensure that the L.A. CARE Health end-user have the proper technology they need to perform their daily jobs. Manages the Service Desk ticket queue, developing monitoring and reporting, improving processes, and resolving end-user technology issues promptly. Responsible for active problem management and problem prevention, and implementation of newer technologies such as AI to improve the quality of support services. 

Duties Continued

IT Quality Assurance and Control 

Develop and manage a roadmap to setup, and mature a centralized IT Quality Control and Assurance unit at L.A. CARE. Oversee and manage the quality control processes such as smoke testing, integration testing, performance testing, end-to-end testing, security testing. Responsible for driving test automation and QA efficiency improvements per industry's best practices. Engage in the transformation to an Agile and Product driven planning and deployment cycle which results in continuous delivery of high-quality products and services on time and within budget.

Change and Release Management

Oversee the release management team in managing enterprise Software and configuration change and deployments. Manage a roadmap to reduce overall effort required to manage a release cycle, transition to Github and Azure DO, SonarQube, Continuous Integration/Continuous Delivery (CI/CD) and DevSecOps adoption. Drive release execution improvements that result in deployment efficiencies, including automation of manual processes.

Negotiate and manage contracts with technology vendors and service providers supporting the IT Shared technology Services and support functions. Provide support to internal and external audits. Provide product and process quality reports to key stakeholders which summarize information and trends.

Achieve financial objectives by preparing budget, monitoring and scheduling expenditures, analyzing variances, and initiating corrective actions.

Develop goals, objectives and actions plans for assigned staff which includes full management responsibility for the hiring, performance reviews, salary reviews and disciplinary matters for direct reporting employees.  Prepare briefings, reports, consultation documents and presentations that clearly articulate L.A. Care's regulatory position and policy. Develop regulatory position and policy based on research and evidence.

Perform other duties as assigned.

Education Required

Bachelor's Degree in Computer Science or Related FieldIn lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Master's Degree

Experience

Required:
Minimum of 8 years experience with increasing responsibilities for management and support of information systems and information technology

Minimum of 7 years leading staff or supervisory/management experience.

Project management experience using a variety of methodologies for the planning, implementation and support of systems in a complex environment

Experience and working knowledge in writing and managing I.T. policies and procedures.

Experience in Production/Issue Management and Quality Assurance disciplines, standards, processes and workflow.

Experience with testing the configuration of core systems and the related surround systems, applications, and databases, Process Communication Tracking (PCT), QNXT Migration Utility, Claims Test Pro.

Experience with utilizing SDLC and related configuration change management.

Experience with health plan configuration, pricing methodologies, and American Health Information Management Association (AHIMA) coding standards.

Experience with ICD-9 CM, ICD-9 PCS, ICD-10 CM and ICD-10 PCS, CPT, Revenue, HCPCS, UPN, Redbook, RUG and Diagnosis Related Group (DRG) coding systems.

Skills

Required:
A deep understanding of a broad range of technologies and the mastery of applying technology to deliver differentiated value to Business and Customers.

Strong understanding of Software Development Lifecycle, Agile methodologies, IT Service Management and IT Quality Control & Assurance processes. 

Excellent business acumen, presence, project management, presentation, and organizational skills.

Excellent decision-making, analytical, and leadership skills.

Passionate about inventing and delivering customer-focused solutions to ambitious and ambiguous challenges.

Proficiency with Microsoft Office suite products.

Strong interpersonal, written and verbal communication, and presentation skills.

Ability to interact and develop effective working relationships across organizational lines. 

Demonstrated ability to build and lead teams of various size in delivery of services to stakeholders.

Detail oriented; strong organizational, analytical and critical thinking skills with the ability to manage and prioritize multiple responsibilities, deadlines and changing priorities.

Possess a high level of initiative, be a self-starter, self-directed, highly motivated and able to work in a fast-paced environment.

Understanding of the application of the Division of Financial Responsibility (DoFR) to claims processing

Knowledge of Systems Development Life Cycle (SDLC) procedures in planning system configuration changes

Knowledge of standard programming and logic to facilitate the maintenance of system configuration files and tables, along with supporting documentation.

Working knowledge of quality system requirements

Licenses/Certifications Required

Licenses/Certifications Preferred

Information Technology Infrastructure Library (ITIL) Certification

Required Training

Physical Requirements

Light

Additional Information

Must be currently eligible to work in the US for any employer without sponsorship.

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market.  The range is subject to change.

L.A. Care offers a wide range of benefits including

• Paid Time Off (PTO)
• Tuition Reimbursement
• Retirement Plans
• Medical, Dental and Vision
• Wellness Program
• Volunteer Time Off (VTO)

Nearest Major Market: Los Angeles
Job Segment: Service Desk, Claims, Medical Coding, Customer Service, Insurance, Healthcare