JOB DESCRIPTION
Job Title: Client Support ManagerDate: May 2024 Status: ExemptDepartment: Digital HealthSupervisor: Michael HealeyNumber of Subordinates: 2-4Pay: $60,000 - $70,000 annually Job Summary: This individual will lead our client support team. This role involves managing client interactions, resolving technical and usage issues, and ensuring a high level of customer satisfaction. This individual will have a strong background in software support (SAAS and helpdesk), an understanding of the healthcare industry, and excellent leadership skills.
Job Responsibilities: - Lead and manage a team of client support specialists to provide exceptional support to healthcare providers and administrators using our software.
- Develop and implement client service protocols to ensure effective problem resolution and customer satisfaction.
- Train team members on healthcare-specific regulations and compliance requirements relevant to our software products.
- Collaborate with the development team to relay client feedback and help tailor solutions to meet healthcare industry needs.
- Monitor performance metrics and conduct regular reviews to improve service quality.
- Manage client escalations and ensure all support inquiries are resolved in a timely and professional manner.
- Foster a culture of continuous improvement by implementing feedback loops with clients and adapting support strategies accordingly.
- Ensure compliance with HIPAA and other healthcare industry standards in all client interactions.
Education Necessary for Position: - Bachelor's degree in Information Technology, Healthcare Administration, or related field.
Experience & Skills Necessary for Position: - Minimum of 5 years' experience in client support or customer service, with at least 2 years in a managerial role.
- Strong understanding of software support systems and troubleshooting techniques.
- Prior experience in the healthcare industry, with a good grasp of healthcare workflows and compliance regulations.
- Excellent communication and interpersonal skills.
- Proven ability to lead and motivate a team.
- Strong problem-solving skills and attention to detail.
- Experience with CRM software and support ticketing systems.
- EHR and Clinical Implementation experience is preferred
Work Environment: - This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Notice will be provided if travel is required.
Organizational Relationships: - Develop and maintain positive internal and external organizational relationships that would contribute to the success and growth of the company.