Director Incident Management

Company: Change Healthcare
Location: Nashville
Posted on: January 15, 2021

Job Description:

Transforming the future of healthcare isn---t something we take lightly. It takes teams of the best and the brightest, working together to make an impact.As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we---re using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.If you---re ready to embrace your passion and do what you love with a company that---s committed to supporting your future, then you belong at Change Healthcare.Pursue purpose. Champion innovation. Earn trust. Be agile. Include all. Empower Your Future. Make a Difference.TitleDirector, Incident ManagementOverview of PositionThe Director of Incident Management will be responsible for leading the Incident Management team within Change Healthcare---s ---Core Technology--- group. Key responsibilities will include driving improvements to and standardization of the overall end-to-end incident management process for the enterprise. In this role you will be responsible for: optimizing and maintaining the Incident Management playbook and all artifacts and processes therein, supporting the development and adoption of scalable processes for new acquisitions, and management of the resolution of high-profile incidents. You will be required to interact directly and persuade multiple levels of management and cross-functional teams to successfully restore service and implement improvements that ensure and deliver an optimum customer experience.What will be my duties and responsibilities in this job?Develop and optimize the processes, procedures, and artifacts to standardize and efficiently manage incidents, i.e. playbook, top customer knowledge, escalation contacts, process flows, etc.Responsible for driving the development and deployment of tools used for incident handling, monitoring, and communication, i.e. internal notification tool, status dashboard, etc.Management of the development and refinement of internal/external communication processes and materials, i.e. incident reports, support notifications, status dashboards, formal communications, etc.Incorporate internal and external feedback into the overall incident management strategy, processes and tools and drive messaging to executive leadershipDevelop and maintain key operational artifacts, documents, and processes to drive scalability and standardization of incident management processManagement of all incident management initiative(s), facilitating working sessions with the core team, managing the overall plans and workstreams, and preparing materials for executive-level discussionsPartner with cross-functional teams to optimize incident management process for all business units and solutionsResponsible for partnership across functions to drive product and technology improvements to restore service efficiently and quicklyOwnership of high priority incidents and escalations ensuring all processes and downstream actions are followedAssist in the development of metrics to monitor operational resilience and readiness and prepare reporting to key stakeholdersActively participate in initiatives to enhance and define new operating performance and risk metrics along with KPIs and CPIsWhat are the requirements needed for this position?Bachelor---s degree in computer information/related field or equivalent experience5 years of relevant experience working within a fast-past technologically driven company3 years demonstrated leadership / management experienceAbility to make and take responsibility for and demonstrating commitment to appropriate decisions in a timely manner.What other skills/experience would be helpful to have?Knowledge of and experience working within the healthcare industry and process redesign / operations strongly preferred, as well as knowledge and experience with Incident and/or Problem Management.Strong critical and strategic thinking with the ability to make decisions with incomplete data is required frequently.The types of problems will vary daily regarding Major Incidents due to the nature of the business. One should expect challenges related to infrastructure, configurations, product, applications, etc.Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system Equal Opportunity/Affirmative Action StatementChange Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at and the supplemental information at .If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodationschangehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.Click here to view our pay transparency nondiscrimination policy.Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws. Full time

Keywords: Change Healthcare, Nashville , Director Incident Management, Executive , Nashville, Tennessee