服务交付经理
Service Delivery Manager
Datavant 是医疗领域值得信赖的数据协作平台。我们致力于让世界上的健康数据更加安全、可访问和可操作，为医疗生态系统中的各类组织提供关键的数据解决方案——包括医疗机构、医保公司、研究人员和生命科学公司。从满足单个患者获取病历的需求，到推动医疗领域的 AI 革命，Datavant 的员工正在构建数据如何连接和使用以改善健康的未来。
今天加入 Datavant，你将加入一个充满激情且高度协作的团队，他们致力于在医疗领域创造变革性的影响。
服务交付经理负责在一个或多个指定站点进行运营执行，确保及时、高质量且符合规范的 ROI 服务交付。该职位需要管理主管和一线团队，处理人员配置和排班，推动运营表现，并确保遵循标准化的工作流程。服务交付经理是本地运营的核心——负责处理量、质量和人员管理，并与人力资源管理（WFM）、网络运营中心（NOC）和地区领导紧密合作。
你将：
- 负责所辖组合的整体服务交付表现，包括 SLA、质量、全球范围、成本和处理量
- 带领主管和一线团队交付高质量、符合规范的 ROI 服务
- 与人力资源管理（WFM）合作，自主制定每日和每周的人员配置计划、排班和生产力管理
- 分析 KPI（TAT、OTD、质量、生产力）以识别差距并制定行动计划
- 确保符合 HIPAA、DMPO、UAD 和所有标准化操作流程
- 与主管合作辅导员工，解决绩效问题，并支持员工成长
- 成为站点层面执行问题（非客户问题）的第一级操作升级点
- 与网络运营中心（NOC）协调，处理过期、异常或流程中断情况
- 支持新员工的培训，并确保其能够顺利过渡到集中式培训（第二阶段）
- 维护准确的技能矩阵，并协助优化工作分配
- 参与持续改进计划和转型试点项目
- 与 VPO 合作，处理与客户管理团队的客户沟通问题
成功指标
- 实现 SLA、质量等目标
查看英文原文
Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health.
By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.
The Manager, Service Delivery leads operational execution across one or more assigned sites, ensuring the delivery of timely, high-quality, and compliant ROI services. This leader oversees Supervisors and frontline teams, manages staffing and scheduling, drives operational performance, and ensures adherence to standardized workflows. The Manager serves as the operational heartbeat at the local level—owning throughput, quality, and people management while partnering closely with Workforce Planning, Network Operations Center (NOC), and regional leadership.
You will:
- Own overall service delivery performance across assigned portfolio, including SLA’s, quality, Global, cost and throughput
- Lead Supervisors and frontline teams to deliver high-quality, compliant ROI services
- Collaborate with Workforce Management (WFM) and own daily and weekly staffing plans, schedules, and productivity management
- Analyze KPIs (TAT, OTD, quality, productivity) to identify gaps and develop action plans
- Ensure compliance with HIPAA, DMPO, UAD, and all standardized operational procedures
- Partner with Supervisors to coach staff, address performance issues, and support employee growth
- Serve as the first point of operational escalation for site-level execution issues (not customer issues)
- Coordinate with the Network Operations Center (NOC) to address aging, exceptions, or workflow disruptions
- Support training for new hires and ensure readiness to transition to centralized training (Phase 2)
- Maintain an accurate skills matrix and assist with work assignment optimization
- Contribute to continuous improvement initiatives and transformation pilots
- Work with VPO to address concerns with Account Management team for client communication
Success Metrics
- Achievement of SLA’s, quality and cost targets
- Improved operational efficiency and scalability
- Reduction of rework and waste
- Strong performance and engagement/retention of team
- Successful adoption of new technology
What you will bring to the table:
- Experience managing teams in healthcare operations, HIM, or a large-scale production environment
- Demonstrated ability to coach and develop people leaders
- Comfort using metrics and dashboards to guide operational decision-making
- Strong understanding of HIPAA and regulated workflows
- Problem-solving skills and the ability to respond quickly to operational fluctuations
- Identify process improvement needs and appropriate solutions
- Ability to collaborate cross-functionally with NOC, Workforce Planning, Training, and Shared Services
Bonus points if:
- You have experience with ROI workflows or EMR systems
- You have led multi-site teams
- You have experience with Lean or continuous improvement methodologies
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.
The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.
The estimated total cash compensation range for this role is:
$72,000—$78,000 USD
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.
For more information about how we collect and use your data, please review our Privacy Policy.
Originally posted on Himalayas