Full-stack Engineer

• Provide excellence in management and leadership for multiple teams to help achieve company objectives.
• Responsible for the overall quality and delivery of multiple projects.
• Identify goals and tracking metrics to ensure objectives are met and recommend process improvements.
• Support organizational capacity through staffing, budget /compensation planning, skills development, and acquisition of required tools and technologies:
• Conduct regular succession planning activities for key roles within the Agile organization;
• Manage and approve staff performance and discipline plans; and
• Help to attract, recruit, retain and develop top engineering talent.
• Embraces all Engineering facets - Engineering, QA & DevOps.
• Works closely across functional teams, striving to deliver a high-quality product to market in an automated fashion.
• Stay focused on customer / market needs.
• Collaborate effectively and routinely share information and best practices across all functions to ensure organizational effectiveness.
• Ensure staff understand and adhere to corporate policies and procedures.
• Handle escalations that cannot be resolved independently by direct reports and may similarly escalate to more senior management as appropriate.
• Assist in delivery of Technology Roadmap while meeting a defined budget.
• May represent company in industry groups and events to create internal and external awareness of functional solutions.
• May represent company in relations with major customers, suppliers, bankers, government agencies and both channel and alliance partners.
• Foster a growth mindset in all employees:
• Support employees in setting and attaining professional and development goals;
• Coach and mentor employees on career and personal development, team collaboration and Agile practices; and
• Support continuous learning.
• Maintain compliance with Inovalon’s policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.
• Participate in an on-call rotation to support critical issues, including outside standard business hours (evenings, weekends, and holidays), ensuring timely response and resolution as per defined SLAs.

Director, Software Engineering

Data Engineer

• The Software Data Engineer is responsible for contributing to data analytics, data operations, and software product development across the organization.
• They will support existing data operations such as data refresh ETL, data structure development, and troubleshooting of data issues.
• They will be a leader in the development of new products using data centric DevOps concepts and approaches to inform requirements and creation of APIs to support software development.
• They will work across a variety of products and projects as needed and engage with a variety of data types.
• This position requires significant independent contributions working closely with the rest of the team.

Software Data Engineer

Recruitment

• Serve as the primary recruitment manager for clinical recruitment and work collaboratively with clinical operations to understand business objectives, talent needs and location requirements for open positions and provide guidance to the talent acquisition team;
• Manage a requisition load and lead the direct recruitment of clinical positions as designated and other duties as requested and/or determined;
• Partner with the Director, Talent Acquisition & Onboarding to enhance and ensure there is an effective, full lifecycle standardized recruitment process and tools to ensure best practice and consistency in place such as candidate sourcing strategies, advertising, research, recruitment, selection, offers, orientation and onboarding for one subsidiary company;
• Track and apply key metrics to drive continuous improvements regarding candidate sourcing, recruitment decisions and the quality of hire using tools that measure and promote talent acquisition effectiveness;
• Partner with clinical operations leaders to determine staffing needs, candidate pipeline visibility and overall reporting. Incorporates metrics to define success/failure, and shares with key stakeholders;
• Identify and lead continuous improvement to ensure deadlines are met with the Clinical Talent Acquisition team, while maintaining quality and knowledge of current trends in recruiting landscape and tactics in various markets;
• Continue to build a network of resources to source candidates that include research and recommendations of new and creative approaches. Lead and champion the use of the recruiting module and/or other recruiting software portals to track applicants through the interview and selection phase through to on-boarding and provide oversight and education to the Talent Acquisition team and organization, to meet system compliance;
• Lead, coach, train, and develop talent acquisition team through hiring programs, deliver constructive feedback, performance management, disciplinary actions and recommend terminations as necessary;
• Ensures compliance with employee-related federal, state and local regulations and ensures timely and accurate reporting to all outside agencies, as required and updates, as necessary, policies, procedures and programs;
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement; to include adherence to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;

Manager, Talent Acquisition

Database Administrator

• Administer the production database operations of CCS’s proprietary systems, ensuring schedules are met and system resources are used effectively.
• Manage and maintain Databricks workspaces, clusters, jobs, and user permissions to ensure stable and efficient operations.
• Troubleshoot database and Databricks production-related issues and coordinate their successful resolution.
• Implement database and Databricks performance tuning, monitoring, and optimization techniques.
• Ensure database and Databricks production high availability, capacity management, and resource utilization optimization.
• Support database and Databricks incident management response and restoration of services activities.
• Support problem management through root cause analysis and implementation of permanent fixes across both SQL Server and Databricks environments.
• Collaborate with data engineering teams to manage ADF pipelines, data ingestion, and integration processes within Databricks.
• Maintain compliance with CCS’s policies, procedures, and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures at all times with respect to any aspect of the data handled or services rendered.
• Fulfill those responsibilities and/or duties that may be reasonably provided by CCS for the purpose of achieving operational and financial success of the Company.
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.
• CCS reserves the right to change this job description from time to time as business needs dictate and will provide notice of such.

Senior Database Administrator

Call Center Representative

• Oversee daily productivity of Communication Center Representatives (SA/PA)
• Responsible for development of the respective team
• Develop, motivate, and assist a team of 15-20 non-clinical Call Center Representatives (CCR’s)
• Monitor and drive individual performance, quality, and productivity including providing direct coaching, support, and feedback
• Track and monitor performance of individuals to develop periodic and yearly evaluation criteria
• Conduct weekly, monthly, and annual CCR review sessions
• Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands
• Maintain compliance with ComplexCare Solutions policies, procedures and mission statement

Bilingual Call Center Supervisor

Manager

• Provides day-to-day tactical and personnel management of the Customer Support team
• Directly manages a team of support personnel including setting clear objectives and evaluating progress
• Oversees daily operations and performance of enterprise applications
• Develops and automates reporting across platforms
• Serves as point of escalation for customers to resolve highly complex problems
• Stays abreast of new product developments and tactical direction
• Collaborates with key internal stakeholders to drive customer success
• Engages directly with customers to garner feedback

Manager, Application Support

Analyst

• Provide telephone-based end user technical support for office and remote personnel to ensure prompt service restoration of various systems and applications;
• Display superior customer service with every end user interaction, strong analytical and problem-solving skills resulting in first-time resolution
• Exemplify excellent organizational skills with the ability to multi-task and prioritize workload during peak volume times;
• Research problems and address inquiries utilizing knowledgebase and available resources to diagnose and resolve hardware, software and system issues within the guidelines of predefined SLAs;
• Partner with various Technology departments to determine best method of escalation and resolution (i.e. owning service request/incident end to end);
• Responsible for documenting and maintaining Standard Operating Procedures, training manuals, workflows, etc.;
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.

Service Desk Analyst I

Engineering Manager

• Lead the design, development and deployment of CCS’s Cloud-based Product Platform in accordance with CCS’s agile development methodology.
• Develop and maintain an expert level of knowledge regarding products and services of CCS to achieve product development and functionality requirements.
• Manage and coordinate on-shore and off-shore staff required for the achievement of CCS’s technology initiatives, operations and functionality.
• Successfully drive implementation of technical solutions, ensuring that best practices for architecture, design and development are in place.
• Provide oversight of assigned technology team, adherence to development timelines and accountability to product designer technical specification needs.
• Implement a well-designed plan with clear, realistic objectives which deliver on customer commitments as set forth by the business development and product teams.
• Allocate team members and resources effectively and act as a buffer between the team and distracting influences, removing impediments to the ability of the team to deliver each sprint’s goal.
• Provide input to employee goals, reviews and ranking exercises and actively mentor engineers.
• Maintain high level of quality and performance in a massively parallel processing (MPP) architecture.
• Maintain compliance with CCS’s policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by CCS for the purpose of achieving operational and financial success of the Company.

Senior Manager, Software Engineering

QA Engineer

• Quality review of recorded calls based on assignments
• Participate in interrater reliability sessions
• Maintain audit protocols (internal policies; audit tools, scorecards, dashboards, etc.)
• Produce reports reflecting individual and overall results
• Analyze trend data from reports
• Influence and support identified training needs
• Support remediation activity
• Side-by-side monitoring when appropriate (such as new hire training)
• Schedule and conduct individual coaching sessions
• Maintain compliance with client expectations and support client requests (calibrations, call review, etc.)
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.

Quality Assurance Specialist I

Communications

• Conduct outbound/inbound calls to health plan members to schedule in-home assessments by nurse practitioners or other clinical staff.
• Provide members with full details of the in-home assessment within guidelines of clients.
• Provide friendly customer service with a positive attitude, building rapport and trust with members.
• Present, promote, and sell benefits of in-home assessment through active listening skills, empathy, and the ability to overcome objections.
• Communication Center Representatives may also work to schedule appointments for client’s members in a physician’s office.
• Maintain compliance with Complex Care Solutions’s policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within Complex Care Solutions’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by Complex Care Solutions for the purpose of achieving operational and financial success of the Employer.

Communication Center Representative

Bookkeeper

• The Payroll Specialist is responsible for ensuring the timely and accurate bi-weekly processing of payroll within UKG.
• Assist with processing nationwide bi-weekly payroll.
• Responsible for daily review, input, and resolution of items submitted to payroll.
• Maintain ongoing effective communication and collaborative relationship across Human Resources to ensure accuracy of employee data.
• Handle assigned workflow to ensure all payroll transactions entered are processed accurately and timely.
• Understand and able to perform all phases of the payroll process, associated processes, and audits.
• Resolves daily inbox and escalated payroll process and policy inquiries requiring higher level knowledge.
• Process all aspects of assigned payrolls, including off cycle payrolls, manual checks, verification of time, new hires, rehires, terminations, tax information, benefit deductions.
• Generate various reports on taxes paid, employee withholdings and deductions taken.
• Assist in the completion of distribution of annual W-2 statements and request for duplicate copies.
• Keep up to date on new payroll-related tax law changes.

Payroll Specialist

Clinical Operations

• Oversees the daily productivity of our Communication Center Representatives (SA/PA) and is responsible for the development of their respective team.
• Develop, motivate, and assist a team of 10-15 non-clinical Call Center Representatives (CCR’s) in the problem-solving resolution process.
• Monitor and drive individual performance, quality, and productivity, providing direct coaching, support, and feedback.
• Conduct weekly, monthly, and annual CCR review sessions.

Bilingual Supervisor – Non Clinical Operations

Security Engineer

• Drive deployment and adoption of cybersecurity operations, tooling configurations, security architecture patterns, threat modeling, DevSecOps program and community, secure CI/CD, data protection, third party penetration testing, and vulnerability management
• Identify security trends to achieve and maintain a holistic security posture, including risk analysis, security architecture and design, and systems security engineering
• Manage daily operational integration between CCS Technology/Engineering teams and the CCS MDR Vendor; produce weekly cybersecurity activity reports and drive technology configuration updates
• Ensure ongoing protection of confidential data including classification, access controls, encryption, key management, storage and resource allocation
• Establish and lead a technical/engineering DevSecOps Champions program and Community, including training and offensive testing
• Establish norms for security architecture and implementation pattern authorship and reuse across engineering
• Define recurring and long-range security and compliance goals, KPIs, metrics, reporting mechanisms, maturity models and roadmaps for program improvements
• Liaise with business, technology and product engineering to influence adoption of enterprise-wide security architecture
• Maintain compliance with CCS policies, procedures and mission; fulfill additional duties to achieve operational and financial success
• Uphold responsibilities relative to separation of duties for applicable processes and procedures

Director, Information Security

People Operations

• Administer, configure, and maintain UKG (HR, Payroll, and Talent modules) and other related systems
• Act as a subject matter expert and day-to-day owner for HR system enhancements, implementations, testing, and vendor coordination
• Partner cross-functionally to translate business requirements into system configurations and process design
• Execute systems-related projects including open enrollment, payroll updates, and new module rollouts
• Support ongoing system integrations with Finance, Payroll, and third-party vendors
• Develop and maintain recurring and ad hoc reports and dashboards to support workforce planning, turnover tracking, DEI, and compensation planning
• Ensure data accuracy, consistency, and security across all HR platforms
• Design and facilitate data governance practices, audits, and controls to meet internal and regulatory standards
• Support HR compliance processes related to employee data, reporting, and security access
• Help operationalize new or updated regulatory requirements across systems and processes
• Partner with stakeholders across HR and adjacent functions to improve and document key processes (e.g., onboarding, job changes, terminations)
• Identify opportunities to automate workflows and reduce manual effort through system capabilities
• Create and maintain clear documentation of system configurations, data flow, and process maps
• Support system-related compliance efforts, including role-based access, audit trails, and documentation controls
• Act as support for escalated system or data issues
• Deliver system training and knowledge support to HR and business users
• Support and collaborate with IT, Legal, Payroll, and Finance teams to ensure alignment across systems and operations
• Maintain productive vendor relationships and coordinate with third parties as needed

People Technology and Compliance Lead

Marketing

• Owns key external-facing marketing channels and assets for their assigned segment or function, with a focus on positioning, storytelling and digital visibility to support sales team to effectively sell into these assigned segments and our overall market presence
• Works with the digital team on demand and lead generation efforts for these business segments
• Leads strategy and content planning for organic and paid social media, aligning with brand voice, campaign priorities, and channel best practices and regulations
• Partners with internal and external teams to manage and evolve the corporate website; oversees content updates, SEO optimization, and performance analytics
• Make recommendations on all marketing promotions that drive both sales revenue and ensure customer retention
• Maintains and evolves marketing asset templates, brand guidelines, and messaging frameworks; ensures consistency across all touchpoints
• Manages intake and prioritization of marketing requests across departments (e.g., Sales, Product, Clinical Ops), ensuring delivery of strategic assets and maintaining alignment to company goals Tracks marketing activities and results and stays abreast of pipeline growth
• Serves as the “Voice of the Customer” to synthesize insights from customer conversations, reviews, surveys, feedback, and stories to showcase our impact and leverage as content in presentations, websites, and interactive sites
• Develops a deep understanding of our customers – how they buy, why they buy when they buy, and how to reach them
• Enables Sales and Success Teams for Success
• Becomes an expert on product applications and service offerings to serve as a resource to sales and success teams on messaging, positioning and value we deliver
• Collaborate with Sales, Product and Clinical teams to develop and refine value propositions and benefits statements to improve go-to-market (GTM) strategies and resources.
• Partner with Sales leadership to design and maintain scalable enablement resources (playbooks, persona guides, content repositories) that improve sales efficiency and accelerate pipeline growth.
• Works with Product Management and Sales Strategy to maintain an understanding of competitors and develops winning strategies, and serves as resource for sales team in competitive positioning
• Participates in tradeshows as needed
• Conducts market research to keep knowledge current across healthcare landscape, while keeping a pulse on our key competitors
• Develops relationships with customers/clients and partners with Product Team to arrange field visits
• Maintain compliance with ComplexCare Solutions policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.

Senior Marketing Manager

• Assist Quality Manager in meeting and attempting to exceed daily, weekly, and monthly quality goals
• Motivate and inspire the team to exceed goals
• Support new hire staff during their “nesting” period to assist with quality audits, answer questions, mentor, and provide performance feedback
• Identify opportunities for development and continuous improvement
• Provide assistance with call scripter tool
• Provide feedback to the training team regarding any trends noted that would warrant further trainings
• Assist with client calibration call retrieval, review and analysis
• Assist with complaint call retrieval and review
• Remain calibrated with Quality Manager when conducting quality audits
• Actively participate in team meetings and call calibrations as well as provide quality coaching as needed
• Produce reports reflecting individual and overall results during nesting and coaching sessions
• Analyze trends from reports to assist quality manager and training team
• Support quality remediation activity
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements
• Fulfill responsibilities and/or duties reasonably provided by ComplexCare Solutions for operational and financial success of the Employer.