Associate Service Delivery Manager
Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon®, Altera TouchWorks®, Altera Opal, STAR, HealthQuest and dbMotion solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
***Associate Service Delivery Manager***
Remote U.S.-based Role
ABOUT THE ROLE
Altera Digital Health is seeking a motivated Associate Service Delivery Manager to join our team. In this role, you will help strengthen relationships with healthcare organizations, serving as a trusted partner and primary point of contact for clients using our hosted solutions. Your work will directly support the reliability and performance of systems that clinicians depend on for patient care.
Healthcare environments demand uncompromising system availability and security. You will assist in delivering hosting services that meet contractual and regulatory requirements, support service level agreements, and help implement corrective actions when needed.
At Altera, we believe in building trust-based partnerships that improve clinical workflows and outcomes. You will contribute to these long-term relationships through proactive communication and by understanding the unique challenges healthcare providers face. Your role also includes supporting process improvements that enhance patient safety, operational efficiency, and compliance with healthcare standards.
YOUR RESPONSIBILITIES
Client Relationship & Communication
- Assist in managing technology relationships with healthcare clients, including daily communications, weekly status meetings, and executive reporting on KPIs/SLAs.
- Serve as a point of contact for hosting issues impacting clinical operations, ensuring timely escalation and resolution.
- Help build and maintain strong relationships with healthcare executives and IT leaders.
- Develop strategic insights to demonstrate understanding of client needs and regulatory priorities.
Technical & Operational Management
- Support internal workstreams for healthcare clients, including system decommissions, right-sizing, security, and compliance best practices.
- Assist in managing environmental change control for client awareness and acceptance, ensuring minimal disruption to patient care.
- Use performance monitoring tools to proactively identify and resolve issues with guidance.
- Ensure project deliverables, operational readiness, and uptime commitments are met.
- Document client processes and procedures to support continuity and compliance.
Strategic Growth & Patient-Centric Outcomes
- Develop and maintain a deep understanding of how our services can optimize clinical workflows and improve patient outcomes.
- Learn to identify opportunities for additional services that enhance care delivery and operational efficiency.
- Assist in managing hosting profit margins while ensuring compliance with healthcare regulations.
- Identify opportunities for solution optimization and workflow best practices aligned with healthcare standards.
- Analyze performance data trends and present findings that support quality improvement initiatives.
- Help identify and grow reference accounts by sharing success stories that demonstrate improved patient care and operational excellence.
QUALIFICATIONS
- Bachelor’s Degree preferred.
- Strong interest in client-facing account management or technical support roles within healthcare IT.
- Demonstrated ability to build and maintain strong relationships with healthcare stakeholders.
- Foundational understanding of healthcare industry practices, clinical workflows, and regulatory requirements (HIPAA, HITRUST) is a plus.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to work effectively with clients of varying technical expertise in high-pressure, patient-impacting situations.
- Ability to adapt to evolving healthcare technologies and compliance requirements.
- Proactive and independent work style with flexibility to meet healthcare operational demands.
WORK LOCATION
Remote, U.S.-based role
Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.
Salary Range$53,939—$60,939 USD
Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
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