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Department

Remote opportunity for residents of Colorado, Illinois, Kentucky, Ohio, Pennsylvania, South Carolina, Texas, Utah, Virginia, Washington, and Wisconsin. 

Job Summary

The Service Delivery Manager at Denver Health Medical Plan, Inc. (DHMP) will be responsible for maintaining strong stakeholder and vendor relationships and improving our services and solutions to maintain stakeholder satisfaction and meet their growing needs. You will operate closely with internal stakeholders to identify and document their business needs and ensure their satisfaction by overseeing the implementation of the appropriate solutions for those products you have been assigned. You will work closely with our vendor partners as a liaison and first point-of-contact to ensure the appropriate solutions are identified and implemented in a timely manner.

Essential Functions:

• Act as a single point of contact for stakeholder escalations and own the coordination and oversight to problem-solving efforts between end users, support teams, and vendors, to include investigation and analysis of product problems and solutions, and manage expectations accordingly (15%)
• Collaborates with the business to determine and document their service, product, and/or system needs and identify how our current offerings can address those needs (20%)
• Collaborates with vendors, information systems and others to determine the most effective way to achieve product requirements, identify gaps between business needs and product services, contribute to finding innovative solutions to fill those gaps, and influence stakeholders buy-in to change and/or adoption as necessary (20%)
• Ensure effective ownership, communication, coordination, and facilitation of support service activities between the business stakeholders, support teams, and vendor partners (15%)
• Oversees creation, management, and facilitation of all contracts, work orders, and associated SLAs and KPIs for those products you have been assigned (10%)
• Owns and manages the entire product and issue backlog for assigned systems and products (10%)
• Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness (5%)
• Promotes creativity and drives innovation by staying on top of industry and technology trends and serves as a spokesperson to build product awareness and understanding (5%)

Education:

• Bachelor's Degree Business Administration, Information Technology, or related field, Required

Work Experience:

• Minimum of 5 years of experience in service delivery management, business analysis, and/or product/project management Required and
• 4-6 years Proven experience utilizing industry tools, techniques, and methodologies Required and
• 4-6 years Experience delivering healthcare, information systems, and/or health insurance services preferred.

Licenses:

Knowledge, Skills and Abilities:

• Strong leadership and communication skills
• Excellent analytical and problem-solving skills; ability to identify root cause of issues and implement appropriate solutions utilizing the correct resources
• Advanced skills in writing/creating business requirements, problem statements, gap analyses, statements of work, RFP creation, data and process modeling, design thinking, customer interviews, building prototypes/mockups, A/B Testing, vendor management and other necessary artifacts and skills
• Knowledge of industry standards and best practices related to service delivery
• Familiarity with ITIL and other service delivery frameworks
• Ability to present technical and nontechnical data in an influential and articulate manner in order to gain understanding and buy-in from audiences
• Ability to actively listen and gain understanding of customers needs, wants and points of view
• Ability to collaborate effectively across a complex environment and organization
• Demonstrated expertise in various issue and project tracking systems such as JIRA and Smartsheet

Shift

Work Type

Salary

Benefits

• Competitive pay

• Outstanding benefits

• Education opportunities

• Shared leadership and advancement opportunity

• State-of-the-art facilities

• Immediate retirement plan matching

• Professional clinical advancement program

• Participation in evidence-based projects

• Public Service Loan Forgiveness (PSLF) eligible employer

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).

Denver Health values the unique ideas, talents and contributions reflective of the needs of our community. For read more about our commitment to diversity visit: https://www.denverhealth.org/for-professionals/careers/diversity-and-inclusion

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About Denver Health

Take your career to the next level at Denver Health, where we offer a robust benefits package and endless opportunities for growth. Denver Health is a nationally-ranked, locally-trusted, premier healthcare institution located in the heart of Denver, Colorado.Twenty-five percent of all Denver residents, or approximately 150,000 individuals, receive their health care here. We are known as an integrated health care system that encompasses multidisciplinary academic specialties, a community health system, a level I adult trauma center, pediatric emergency and urgent care center home to Denver Public Health and many of the nation's leaders in medicine.Denver Health is an Equal Opportunity Employer At Denver Health we pride ourselves on our commitment to diversity. Equal opportunity is a fundamental principle of Denver Health. As an equal opportunity employer, Denver Health is committed to recruit, hire, promote and administer all human resource actions in a non-discriminatory manner. Denver Health is committed to providing equal opportunities in all business practices and to all persons regardless of age, race, color, national origin, genetic information, religion, sex, pregnancy, disab...ility, sexual orientation, gender identity, gender expression, marital status or veteran status (collectively “protected status”). Denver Health strives to maintain a work environment that is free from unlawful harassment and discrimination and will not tolerate any such conduct by employees or directed at employees within the scope of their employment. Read the full Human Resources Employee Principles and Practices policy.

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