Job Description

The Manager, Consulting Services is a hands-on technical leader of a multidisciplinary team with clinical, operational, functional, and technical expertise across Utilization Management, Care Management, Pharmacy Management, and Complaints, Appeals, and Grievances. The manager provides solution direction throughout the customer lifecycle, oversees technical implementation of enterprise care management software, and partners with customers, internal teams, and vendors on integration, interoperability, and AI-enabled capabilities.

The ideal candidate is passionate about developing subject matter experts, driving efficiency, and continuously evolving the team's use of AI — shifting time away from manual execution towards customer engagement, requirements gathering, and solution delivery.

Key Responsibilities

Core accountability: proactively identify risks and dependencies, communicate effectively with stakeholders, and drive successful, on-schedule customer outcomes.

People & Team Leadership

• Lead hiring, onboarding, coaching, and performance management; build capacity plans and role coverage.

• Develop a high-performing team with deep clinical, technical, and functional expertise; support escalations and ensure consistent delivery.

• Set and manage team OKRs/KPIs; drive continuous improvement through retrospectives/RCA and structured upskilling, cross-training, and knowledge-sharing.

• Optimize team utilization by aligning capacity with customer priorities and deploying resources where they deliver the greatest value. Support revenue growth by tracking incoming requests, identifying gaps in projected work, and proactively partnering with Sales to generate and advance new customer opportunities when demand is below plan.

AI-Enabled Team Transformation

• Identify, evaluate, and implement approved AI-enabled workflows for documentation, analysis, support triage, and testing to improve productivity and delivery quality.

• Continuously shift team time away from manual execution and toward higher-value customer engagement, requirements gathering, and solution consulting by leveraging AI to automate routine work.

• Ensure compliant use of AI and tools (data privacy, security, auditability); train the team on approved tools and monitor adoption.

Solution Design & Project Delivery

• Provide solution direction throughout the customer lifecycle, translating customer requirements into scalable, secure, maintainable technical solutions.

• Own project delivery: partner with project managers and customers on implementation plans, technical specifications, deployment strategies, and schedules.

• Lead design, documentation, and review of solution architectures and integrations (REST, SOAP, XML, X12, HL7, FHIR) with customer stakeholders and third-party vendors.

Customer & Stakeholder Engagement

• Serve as a trusted technical advisor on solution capabilities, best practices, interoperability standards, and emerging technologies.

• Participate in customer meetings, establish and manage expectations, and deliver technical presentations throughout the implementation lifecycle.

Technical Troubleshooting & Documentation

• Investigate, diagnose, and resolve complex technical, integration, and data issues; manage escalations across internal and external stakeholders.

• Produce and maintain accurate technical documentation, including solution designs, interface specifications, and implementation artifacts.

Future-state architectural definition

• Define target-state data and integration architecture using modern patterns — API-first and event-driven/streaming integration, FHIR-native interoperability, and modern data platforms — and produce reference architectures and roadmaps that move customers away from point-to-point, batch-file integration.

Migration execution

• Plan and execute migrations from legacy integrations and data stores to the future-state architecture — including sequencing, data mapping and reconciliation — with minimal disruption to live customer operations.

Required Skills & Qualifications

Experience

• 3–5 years in Technical Consulting, Solution Consulting, Systems Integration, or Software Implementation within healthcare technology; experience with healthcare payer, care management, or population health solutions preferred.

Technical Skills

• Strong SQL and relational database skills; experience with REST/SOAP web services, XML/JSON, and healthcare interoperability standards (HL7 FHIR, X12, EDI).

• Familiarity with enterprise security (SSO, SSL/TLS, OAuth 2.0, OpenID Connect), cloud platforms (AWS preferred), and AI/Generative AI/LLM-enabled technologies.

Professional Skills

• Strong analytical, problem-solving, and communication skills; able to translate technical concepts for technical and non-technical audiences.

• Proven customer-facing consulting, stakeholder management, and cross-functional collaboration skills; comfortable managing multiple priorities in a fast-paced environment.

Education & Certifications

• Bachelor's degree in Computer Science, Information Systems, or related field preferred; equivalent combination of education and experience considered.

Additional Requirements

• Must pass background check and drug screening.

• Travel up to 30% to client locations.

• Hybrid based in Tampa, FL; must work EST hours with flexibility to support customers across all U.S. time zones where necessary.

At MHK we help health plans and pharmacy benefit managers deliver optimal care management across every member’s health journey. We do this through state-of-the-art technology that provides critical insights from member enrollment and maintenance through every stage of care and compliance. We believe that long-term partnerships are built on trust. Our team members are expected to build trusted advisory relationships—with MHK clients and one another—through responsive, transparent communication, while honoring commitments, and tying that trust to outcomes.

Benefits Snapshot:

• Medical, vision, and dental plans for full time employees

• 401(k) offered with a generous match

• Generous Paid Time Off and Holiday policy

• Benefits begin on first day of the month following employment

• Exercise/Health Club reimbursement opportunity

• Monthly dependent care reimbursement opportunity

• Short-Term and Long-Term disability

• Basic Term Life and AD&D Insurance

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