Jobs and Careers

Director, Client Support Services

US - Remote, United StatesRemotefull_timeVerifiedPosted 17 Oct 2024

About the role

Make a difference. Be happy. Grow your career.

JOB SUMMARY

The Director, Client Support Services is responsible for the relationship management and site specialist teams. The leadership responsibility will focus on assessing, planning, implementing, and evaluating the needs and support requirements to serve our customers best. The role will lead and oversee activities that have a direct impact on the IT management and support needs to assure end users (clinical and business) and leaders have the required training and support to meet the customer needs best. This is a key leader in managing the operational support needs of the Nordic customer.

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

KEY RESPONSIBILITIES

Assists with the development of business case justifications and cost/benefit analysis for EHR onsite support, including project go-live support, supplemental training needs, etc
Recommends strategic direction for EHR and IT Support and is a point of collaboration for the customer's strategic IT plan.
Participate in the annual budgeting process for the identification of software, hardware, training, and other substantial IT needs.
Conducts weekly management meetings with direct reports to discuss strategy, financial, and operational needs to best support the team and customer.
Assists with the team delegation and prioritizations to best meet the customer strategies and operational initiatives.
Contributes to team objectives in collaboration with RM and SS Managers to maximize efficiency and team productivity by identifying opportunities and setting team goals to optimize customer support.
Evaluate and monitor the performance of the customer IT support needs with a focus on continual process improvement, and end-user feedback to continuously enhance the program effectiveness and validate SLA and other metrics are being met to optimize service delivery.
Monitors established performance SLAs KPIs such as ticket closures, access, and associated escalations to strive for early resolution.
Responsible for conducting and participating in market-level meetings to align goals, strategy, and overall success measures.
Participates with identified market and system stakeholders to validate materials, processes, and engagements that will best meet customer expectations.
Participate in customer market operations meetings and other meetings as requested.
Drives the Nordic culture and Maxims to best support customers with a focus on the delivery of high-quality IT services.
Provide leadership in the management of the RM and SS teams to ensure alignment with the strategic initiatives, customer expectations, and validation of service quality.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job.
Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

SKILLS AND EXPERIENCE

Experience overseeing team operations and collaboration
Knowledge of healthcare operations and processes
Knowledge of healthcare topography (acute hospitals, ambulatory diagnostic centers, physician practices, and freestanding healthcare delivery centers).
Excellent presentation, time management, and collaborating skills.
Knowledge of information technology principles and processes.
Excellent analytical, planning, organizational, and technical skills.
Excellent written and verbal communication skills.
Experience delivering presentations to senior-level executives and technical audiences.

Minimum Years of Experience