About Velatura Services

Velatura Services helps both public and private sector healthcare organizations perform the secure exchange of clinical, administrative, and person-level data across organizational boundaries and state lines.  We offer a continuum of services to our customers ranging from deploying information exchange platforms or delivering modular technology solutions to providing operational support and advisory consulting.

Overview:
Velatura Services is seeking a strategic and driven Senior Director of Operations to lead the delivery and support of the Velatura Integrated Technology Platform (VITP) across national markets. This senior leadership role is essential to ensuring seamless onboarding, reliable operations, and exceptional client support for our health information exchange (HIE) participants. The Senior Director will oversee Integration Managers and IT Support Analysts, guiding performance and fostering operational excellence aligned with our mission to enable trusted data sharing across the U.S.

Key Responsibilities:

Leadership & Team Management:

• Direct and manage Integration Managers and IT Support Analysts.
• Develop and implement operational strategies to enhance team performance and service quality.
• Define and track key performance indicators (KPIs) for onboarding and support functions.
• Provide coaching, mentorship, and career development for team members.
• Oversee staffing and resource allocation to meet service delivery targets.

Operational Excellence:

• Lead participant onboarding and sustainment activities from initiation through long-term support.
• Establish and enforce standard operating procedures (SOPs), workflows, and service best practices.
• Monitor and uphold service level agreements (SLAs) and key performance metrics.
• Drive continuous improvement initiatives for operational efficiency and quality.
• Manage incident response workflows and ensure effective escalation and resolution processes.
• Foster cross-functional collaboration with internal teams and external vendors.

Customer Success:

• Champion exceptional service delivery at every client touchpoint.
• Build strong relationships with stakeholders, including TDSO leadership and client partners.
• Deliver regular operational updates and insights to internal and external stakeholders.
• Identify and mitigate risks impacting service or customer satisfaction.
• Leverage customer feedback to shape improvements in service experience.

Strategic Planning:

• Partner with the EVP on operational strategy, service enhancements, and long-term planning.
• Contribute to the design of new services and scalable capabilities.
• Identify opportunities for automation, technology improvements, and workflow optimization.
• Manage budget and planning activities across the operations portfolio.
• Align team goals with VHIEC’s strategic roadmap and national HIE priorities.

Qualifications:

Required:

• Bachelor’s degree required; Master’s in Healthcare Administration, Business Administration, or related field preferred.
• Minimum 7 years of experience leading operations in healthcare technology or HIE environments.
• Proven leadership in managing implementation and technical support teams.
• Strong command of healthcare interoperability standards (HL7, FHIR, X12, CDA, etc.).
• Demonstrated success improving operational processes and team performance.
• Excellent project management, communication, and stakeholder engagement skills.
• Analytical thinker with the ability to manage multiple priorities in a fast-paced environment.

Preferred:

• ITIL or other relevant service management certifications.
• Direct experience managing VITP or similar platforms.
• Familiarity with government and payer stakeholder environments.

Why Join Velatura Services?
Velatura Services offers a purpose-driven culture committed to transforming healthcare through data connectivity. We foster collaboration, continuous learning, and operational excellence while advancing nationwide interoperability. Join us to shape the future of health information exchange.

Velatura is not currently authorized to support hiring new remote employees in the following locations: Alabama, Alaska, Arizona, California, Delaware, Idaho, Massachusetts, Montana, Nebraska, Utah, Wyoming.

Apply now to become a critical leader in revolutionizing healthcare operations and data exchange!