Client Support Manager

JOB DESCRIPTION

Job Title: Client Support Manager

Date: May 2024

Status: Exempt

Department: Digital Health

Supervisor: Michael Healey

Number of Subordinates: 2-4

Pay: $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.