Manager of Technical Support

At Relatient we’re on a mission to make access to healthcare simpler. 

 

We partner with leading health systems and medical practices - comprising more than 40,000 providers across the US - to optimize every step of a patient journey, from alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, and engaging with patients throughout their care journey via text, email, and chat. Our solutions reduce delays in care, improve communication, and enhance both the provider and consumer experience. We’ve been recognized as a Forbes Top Startup, Deloitte Fast 500, and Inc 5000, among other honors, for our rapid growth, innovative technology solutions, and energetic workplace culture.

 

We are currently looking for a Manager of Technical Support to join our team in the United States.

 

Essential Functions:

• Accountable for all aspects of client support
• Responsible for reporting key performance metrics to the VP, Client Support
• Responsible for overall client satisfaction with resolution of incoming issues
• Manages all aspects of client feedback for resolution path
• Defines best practice self-service needs, and informs other internal teams of opportunities for scale
• Provide technical guidance to the team on issue troubleshooting, resolution, and root cause analysis
• Partners with internal teams on client issues
• Creates staff productivity measures and holds staff accountable to those measures
• Sets parameters for key performance indicators, and actively measures performance against established targets
• Defines client coverage strategy
• Establishes parameters for escalating tickets outside of support
• Develop and conduct quality control process and compliance reviews to ensure SLAs are consistently met
• Identify and train on process and quality improvement initiatives
• Manage escalations and ensure customer service is timely and accurate on a daily basis
• Recruit, train, and support technical business analysts and software design consultants
• Mentor others new to leadership roles
• Coordinate with an international team to ensure we are providing excellence across the board 

 

Education & Experience Requirements:

• Bachelor’s Degree or equivalent work experience in lieu of degree is required.
• 5 years of demonstrated success managing client issues
• 2 or more years of experience managing a team is preferred. 
• Experience in healthcare required
• Proven track record of working in a goal-oriented and self-directed environment
• Demonstrated ability to present information, written and orally, for maximum impact
• Track record of identifying, managing, and mitigating, and solving for risk 

 

Travel:

This position may require travel up to 10% of the time.

 

 

Relatient is an equal opportunity employer.To learn more about our organization, please visit www.relatient.com

 

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