Who We Are
We are Imagine Pediatrics, a devoted and compassionate, multi-disciplinary pediatrician-led medical group that is creating a world where every child with complex medical conditions gets the care and support they deserve. Energized by our mission to reimagine pediatric health care, we are pioneering virtual-first care services that include care coordination and around-the-clock access to complex-care clinicians from home. We don’t replace a child's existing care team. Instead, we collaborate to deliver continuous support to kids, so they can spend less time in the hospital and more time thriving at home and in their communities.
Every day we boldly challenge old approaches and seek out new and better ways to improve the health and lives of children with medical complexity. In partnership with caregivers, providers, and health plans, we break down the barriers that stand between families and quality care for their children. We know we can’t solve every challenge in the lives of these kids, but we can work tirelessly to give them, their families, and other caregivers the help and relief they need, right when they need it. We know a better approach to pediatric health care is within reach, and we are committed to seizing it today.
What We Live By
We’re guided by our five core values:
- Children first. We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them.
- Earn trust. We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly.
- Innovate today. We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
- Embrace humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
- One team, diverse perspectives. We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of others.
What You’ll Do
The Director of Service Assurance will be accountable to monitor, report, and improve service delivery across all areas of the IT Infrastructure portfolio. Core responsibilities include continually seeking to identify operational improvement in areas of technology operations, end user experience, and supporting the growth and scale at Imagine Pediatrics.
Technology Strategy, Design, Implementation, Improvement
The Director serves as the principal lead on enterprise-wide technical implementations, system and operational improvement initiatives, and initiatives designed to drive cost reduction and utilization efficiency across the technology portfolio. The Director may lead initiatives that engage multiple departments or team functions throughout the organization. The Director will help define the measures of success and track long term progress against defined goals.
Cross Functional Collaboration
The Director serves as a principal liaison to key business stakeholders and vendors. Through these relationships, the Director can view across the organization and assess where challenges or opportunities may exist to improve the end user experience across the existing technology portfolio. The Director stays informed of emerging industry technologies that would enhance the productivity of our Imagine Pediatrics team members and increase the safety and security of our protected corporate information.
Functional Leadership and Performance
The Director manages the operational performance and reporting of the IT Infrastructure Operations functions. The Director manages key reporting indicators (KPI) for critical functions such as security operations, customer responsiveness, spend and utilization, asset and software management, and strategic initiative tracking.
The Director manages enterprise-wide communications related to technology implementations, changes, planned downtimes, and communications or documentation designed to educate, train, and support Imagine Pediatrics team members. This includes the development of knowledge-based articles for internal and external purposes.
What You’ll Do – Core Areas of Accountability
- Technology Operations – Serves to provide oversight and performance tracking of all operational assets and budget to include:
- Software licensing management, utilization, forecasting, and reporting.
- Asset / hardware inventory management, utilization, forecasting, optimization, and reporting.
- Operational spend, utilization, cost containment, forecasting, and reporting.
- Resource capacity, demand, utilization reporting.
- Analyze resource utilization and availability against business demands.
- Relationship management.
- Vendor relationships, quarterly business reviews, service optimization and refinement.
- Serve as the primary internal business liaison to market and shared services teams.
- End User Experience – Serves to provide oversight and performance tracking of all customer facing services with continual focus on improving the end user experience.
- Customer support responsiveness, SLAs, service desk tool optimization and reporting.
- Employee onboarding and offboarding (hardware, software, access) process monitoring, improvement, and reporting
- Support enterprise technology communications (changes, updates, impacts, awareness, Sev 1s)
- Growth and Scale
- Enterprise and regional technology deployments, replacements, optimizations
- Emerging technologies evaluation and assessments
- Policies, procedures, SOPs, KBAs, enterprise documentation.
- Service line assessment and optimization.
What You Bring & How You Qualify
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support, they deserve. Your knowledge, skills, and experience compliment your ability to work collaboratively across multiple business and IT teams.
- Bachelor of Science degree in Computer Science, Information Systems, or extensive experience in a related field.
- 6-8 years’ experience serving in a senior Information Technology leadership role (Director or above preferred).
- 6-8 years’ experience working within a patient facing healthcare services company.
- Brings an advanced knowledge, experience, and expertise of U.S. Federal regulations such as the HITECH Act, HIPAA, and HITRUST.
- Excellent leadership skills and ability to lead and inspire the organization through complex and sometimes challenging and disruptive technology initiatives.
- Excellent verbal and written communication skills with strong experience building and delivering presentations to varying business functions and Executive teams.
What We Offer (Benefits + Perks)
The role offers a base salary range of $150,000 - $170,000 in addition to an annual bonus incentive, competitive company benefits package, and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
We provide these additional benefits and perks:
- Competitive medical, dental, and vision insurance
- Healthcare and Dependent Care FSA; Company-funded HSA
- 401(k) with 4% match, vested 100% from day one
- Employer-paid short and long-term disability
- Life insurance at 1x annual salary
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays
- Paid new parent leave
- Additional benefits to be detailed in offer
We Value Diversity, Equity, Inclusion and Belonging
We believe that creating a world where every child with complex medical conditions gets the care and support they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.
