Associate MSP Operations

The Associate, MSP Operations supports implementation and operations in an internal and client facing capacity. This role assists with implementations by executing the tasks required to ensure a successful process.  The Associate, MSP Operations serves as an internal functional support resource.  This role works closely with client implementation team contacts, internal cross-departmental team members, and VMS partners.

• →Execute on implementation/project plans by completing all assigned tasks accurately and timely
• →Complete all required data analysis and reporting as established by the leadership team
• →Contribute to data gathering efforts and provide support for implementations and VMS configuration by completing various tasks (e.g., comparing and validating discovery data and matching against technology capabilities, ensuring data integrity and alignment, etc.)
• →Maintain internal and client documentation, including but limited to, capturing meeting notes, plans, workflows, status reports, etc.
• →Collaborate with leadership to document and maintain internal departmental workflows
• →Create and maintain training documents
• →Provide training and end-user support during and after the implementation process
• →Coordinate internal and client training scheduling and logistics
• →Serve as a technical and functional subject matter expert to internal team members by monitoring and responding to support tickets (e.g., Happy Fox or similar) and escalating items to manager(s) as necessary
• →Identify and recommend ways to improve processes to drive efficiencies

• We Build Trust: We do what we say. We act with integrity and accountability. We earn confidence through transparency and results.
• We Move Forward: We embrace innovation and continuous improvement. We challenge the status quo. We adapt and grow to meet the needs of tomorrow.
• We Lead with Care: We put people first. We build meaningful relationships. We improve lives through empathy, respect, and service.

Other duties as assigned

• High school diploma or equivalent
• Experience with business system analysis and/or technical requirements gathering
• General understanding of healthcare terminology, Managed Services Provider (MSP) programs and Vendor Management (VMS) systems
• Ability to effectively work in a fast-paced and complex environment and maintain a sense of urgency
• Ability to juggle multiple tasks/priorities with competing interests without losing efficiency
• Ability to build and maintain productive working relationships with cross-functional coworkers
• Excellent communication skills
• Proficient with Microsoft Office Word, Excel, Outlook, and PowerPoint
• Ability to recognize and mitigate risks

Will accept any suitable combination of education, training, or experience

• Bachelor’s degree in business or healthcare administration, Operations, Business Analytics, or a related field and/or equivalent work experience
• 1+ year of project management experience
• Prior experience managing a ticketing support system (i.e., Happy Fox or similar etc.)
• Prior MSP and/or VMS implementation experience