Jim Kingman Email & Phone Number

Medina, TN, US

United States

• Collaboration with other business units to establish best in class processes to improve quality and effectiveness of escalations. Daily review of backlog health and enforcement of SLA’s. Coordinated with project teams.
• Ownership for all helpdesk, incident escalations and application support including Level 3/Level 4
• Established best practices for issue documentation and handling
• Clear definition of support levels with role responsibility of each including growth paths
• Vendor relationship management
• Implemented team surveys with emphasis on process improvement to customer experiences

Weston, Massachusetts, United States

• Cultivated strong collaborative processes and practices with Engineering and Product teams to ensure proper issue analysis and resolution. Owned the monitoring and development of software releases. Established.
• Managed and oversaw timely incident escalations and application support of technical issues on a global scale.
• Oversaw software development to address software issues reported both externally and internally.
• Developed the Global Technical Backlog/Incident Management process, defining Issue identity, proper content collection/issue analysis, severity assignment, ownership assignment, severity-driven communications, and.
• Coordinated several international teams for service, escalation, and implementation support, leading to consistent process and response regardless of geographical location.
• Incorporated continuous improvement into all processes and established feedback loops to properly implement feedback to external teams based on results from no-fault based postmortems and root cause analysis.

Burlington, Massachusetts, United States

• Managed Software Development and Quality Assurance team of 150+, overseeing quality control for the revenue cycle suite of products. Emphasized efficiency of process and automation to ensure high efficiency and quick.
• Directed several mission-critical software development teams within Allscripts' suite of revenue cycle products, including Sunrise Patient Financials, Sunrise Enterprise Scheduling & Registration, Practice Manager, and.
• Developed a highly effective Sustained Engineering organization, demonstrating success in improving backlog numbers and backlog health.
• Managed and directed functional, automation, performance, and technical testing teams and reduced re-testing errors by 16% within nine months by overhauling QA team priorities and processes through continuous.
• Expedited review of high-impact and substantial risks by prioritizing issues to ensure the design and development of best resolution paths.
• Delivered on-time critical healthcare regulatory updates at both the federal and state levels, meeting all compliance requirements.