MorganFranklin Consulting

Human Resources

• Interviews, hires, coaches, and provides training to employees to maintain high customer service.
• Evaluates employee performance with key metrics (SLA’s, customer feedback, ticket throughput, project milestones).
• Approves PTO and timesheets for payroll.
• Conducts effective resource planning to maximize the productivity of resources (people, technology etc.)
• Maintains and improves operations by assisting employees with best practices; conducting company lunch and learns; team meetings (including one on ones) with employees; identifying and resolving conflict; preparing and conducting action plans
• Ability to be 10% billable as a technical lead, project manager, or fill in analyst gaps as needed
• Maintains the on-call schedule, ensuring adequate coverage at all times
• Works with the team to oversee client projects and upgrades, including client check-in, meetings, and progress reports.
• Works with team leads to conducts quality audits of application analysts ticket work, ensuring established benchmarks are being exceeded and feedback is provided to analysts in monthly one on one sessions
• Builds strong relationships with clients, direct reports, and internal PPC team members.
• Leads select EHR projects, provides effective project management and drives successful outcomes including monthly progress reports
• Ability to assist the sales and delivery team with scoping future work, interviewing and providing statement of work documentation
• Other duties as assigned

EHR Manager, Managed Services

Director

• Provide strategic leadership and direction for the Application Managed Services department, driving operational excellence and achieving service level agreements (SLAs).
• Oversee the day-to-day operations of the various clients ensuring metrics are met.
• Collaborate with Sales team and Practice Leaders on pricing proposals, statement of work documentation, and client presentations to drive business.
• Establish, build and maintain executive-level relationships with CIOs, CFOs, COOs, CMIOs, and other healthcare leaders.
• Prepare case studies and present best practices at various conferences and to the internal team.
• Develop and manage the application team budget, tracking gross margin and resource utilization to optimize operational efficiency.
• Create, monitor and analyze performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Evaluate new technology and provide recommendations on systems that could enhance team performance (i.e. time tracking, capacity, project management).
• Provide regular reporting and presentations to leadership, highlighting performance, challenges, and recommendations for improvement.

Director, Managed Services

Platform Engineer

• Involved in all aspects of Cloud technology for the Contact Center including but not limited to: design and development of products, features, unit testing, code reviews and resolving bugs that are discovered in the QA process.
• Work in both test and development production environments and be responsible for creating and implementing change control tickets.
• Design, implement, and maintain a modern, cloud native application and platform.
• Improve and uphold technical standards for development and operations. This includes coding standards and department best practices.
• Pilot new technologies and adopt emerging ideas from the industry.
• Design, and implement scalable NICE CXone solutions including ACD, IVR, Auto Dialer, OMNI Channel, CXOne Studio, Interaction Analytics, WFM, CRM Integrations, Live Vox dialer, Medallia surveys and Auto Attendant.
• Hands on experience with developing custom scripts and integrations using NICE CXone Studio.
• Build, test, and troubleshoot API-based integrations and web services.
• Program using languages such as C#, C++, Java, JavaScript, and Python to enhance NICE CXone solutions.
• Conduct Unit/system testing and validation to ensure performance, scalability, and reliability.
• Lead discovery sessions with internal and external stakeholders, translating business needs into technical solutions.
• Present technical solutions, value propositions, and demo experiences to executive stakeholders.

EHR Manager, Managed Services

Director, Managed Services

CXOne Platform Engineer