ArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.

Job Summary:

The Data Engineering - Manager, Development is a member of the Data Engineering team in the Information Technology department and will be primarily responsible for leading the team that develops and maintains the various data interfaces and integrations across the enterprise. This position will report to the Director, Data Engineering and will be a leader within the Data Engineering organization. In addition, this position will work closely with the various business stakeholders across all departments to identify informational needs and translate those needs to the proper data driven solutions.

Duties/Responsibilities:

• Directly responsible for leading 5-7 data development resources
• Develop, mentor, and coach development teams to build a strong development team, increase team effectiveness, and promote individual team members’ growth
• Lead and participate in defining technical solutions, architecture improvements, technical reviews, and code reviews
• Design, build and maintain sensible data interfaces and integrations between CRM platforms, EHR applications, 3rd party health plan files, corporate systems, and central data repositories
• Coordinate with Data Analysts, Business Systems Analysts, and Business Intelligences counterparts to serve up clean and trustworthy data to be utilized in data driving solutions
• Collaboratively work with functional leadership across the organization to establish a data-driven culture - identify and track KPIs, make decisions and evaluate performance with data
• Participate in development, auditing, testing and quality assurance initiatives
• Collect operational metrics on the effectiveness of the developer team
• Conduct performance reviews aligned with the corporate policies and timelines

Required Skills/Abilities:

• Requires comprehensive knowledge and understanding of principles, practices, procedures, and skills necessary to create and maintain data interfaces and processes to support our suite of services
• Requires advanced understanding of organizational technologies and practices, including but not limited to SQL, Azure Cloud Services, Azure Data Factory, PowerBI, Microsoft PowerApps, and working with APIs and SQL development in a professional setting
• Requires the ability to exercise sound judgment and apply advanced analysis techniques within area of specialization to make decisions
• Decision-making authority may extend beyond the area of specialization to include unit/team
• Sets priorities and/or sequence of tasks to achieve objectives with minimal oversight
• Understanding of data modeling, data integration and data quality processes
• Working experience with ETL in a business intelligence environment
• Working experience with APIs and non-SQL programming languages such as C# or Python
• Familiarity with cloud platforms such as Azure
• Curiosity and willingness to learn adjacent Microsoft tooling including PowerApps and Azure Data Factory

Education and Experience:

• Bachelor’s degree in Information Systems or related field preferred
• 5 years in related experience managing complex data systems in a healthcare environment
• 2 years in people management, preferably in a start-up environment related to healthcare
• 2 years of healthcare analytics leadership experience, including database/warehouse development, algorithm design and implementation and content creation through modern
• Embodies and serves as a role model of ArchWell Health’s Values:
  • Be compassionate
  • Strive for excellence
  • Earn trust
  • Show respect
  • Stay resilient
  • Always do the right thing

About ArchWell Health:

At ArchWell Health, we’re creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard, listened to, and given ample time by their physicians to live well later in life.

Our value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable, accessible neighborhood centers where older adults can feel at home and become part of a vibrant, wellness-focused community. We’re passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.

ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.

ArchWellHealth is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.

Strategy & Planning

• Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes and SLAs.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Coordinate with other functional teams within the IT department to create a holistic IT support model with a focus on providing excellent customer service.

Communication and Customer Service Monitoring

• Develop and oversee effective communication practices and techniques to assure customers are properly informed and receive timely and relevant communication from IT.
• Perform ongoing assessment of customer service quality and customer satisfaction including monitoring help desk communications, and outreach surveys to customers
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

Acquisition & Deployment

• Collaborate with other departments to identify and/or procure software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Operational Management

• Develop routing management reporting to monitor KPIs and effectiveness of IT Customer Service operations and prepare reporting for leadership on a routine basis.
• Establish, update, and deploy standard procedures, workflows and knowledge base articles.
• Monitor and manage vendor relationships for functions that are outsourced, such as Help Desk or Field Support.
• Oversee the processing of incoming incidents, requests and problems to the Help Desk via telephone, e-mail or self-service to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.

Required Skills/Abilities:

• Exceptional customer service orientation.
• Demonstrated progressive experience in the supervision of a technical support team.
• Demonstrated experience with Service Now.
• Experience in an ITIL environment or current ITIL certification(s).
• Experience managing and coordinating with third party helpdesk and field services vendors.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Previous experience supporting Sales Force and eClinicalWorks a plus

Education and Experience:

• Associates degree with 2 years of experience, or 4 years of experience in related field