Full-Time Client Support Manager II
Job Description
About Lyniate:
We all know that our health care system is complicated. Getting data from one provider to another, or from a provider to a health insurance company, is frustrating for virtually everyone. Imagine developing solutions that help make these data transactions easier and faster. That is what we do at Lyniate; we make interoperability platforms that allow data – such as patient encounter details, lab results, and billing information – to move seamlessly from one system to another.
While most people will not ever see our products and services during a medical encounter, our interoperability platforms are running behind the scenes. Think of them as the central nervous system helping to move data where it needs to be to improve the patient experience.
If using your expertise in a way that impacts our health care system, patient care, and population health sounds like something you would find rewarding, apply today at www.lyniate.com
What we have to offer you:
- Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
- 401k with a generous company match
- Unlimited PTO, sick time & volunteer days
- An innovative, inclusive, and fun work environment
- Continuous learning and development opportunities
- Complete flexibility. We encourage employees to work where, when and how it makes sense for them and enables them to bring their best self to work
Position Summary:
The Client Support Manager-II owns the performance of the Client Support Team to ensure Lyniate customers receive exceptional customer support. He/She is responsible for driving exceptional performance, meeting defined metrics/benchmarks, and ensuring that standards and processes are created, in place, and followed.
Job Responsibilities:
- Own all aspects of the case and customer handling processes. Act as an organizational escalation point for internal and external customers.
- Maintains timely and effective communication with all assigned customer contacts and their designated vendor representatives, as needed.
- Drive root-cause analysis with a focus on reducing reoccurring issues.
- Train, coach and mentor direct reports with a focus on being prepared for the future.
- Ensure there are proper staffing-models and schedules in place based on data and trending.
- Fully understand support KPIs/metrics, how they are measured and what they identify, deliver reports as needed (weekly, monthly, etc.) with a clear understanding of drivers to identify opportunities or corrective action plans.
- Monitor and manage case and phone queues (participating in escalated incidents / calls as needed).
- Oversee knowledgebase repositories and ensure top quality solutions are available to the support staff and customers.
- Partner with internal teams (Development, Engineering, etc.) to improve product quality and serviceability.
- Manage processes for communicating outage/emergency activities to the organization and customers.
- Review survey feedback to improve services, tools and support experience.
- Interview and hire in a timely manner to ensure teams are always properly staffed.
- Drive employee development and growth by building quality development plans with a focus on SMART goals.
- Promote teamwork and working cross-functionally, lead by example.
- Role may report directly to Senior Client Support Manager or Sr. Director of Technical Support.
Job Requirements:
- Must possess a very hands-on approach and management style with a can-do attitude
- 5+ years of relevant managerial experience in a helpdesk and/or call center environment. A Bachelor’s degree (CS, IS, or Healthcare) is preferred but not required
- Working knowledge of Salesforce ServiceCloud (preferred)
- Experience leading a helpdesk/call center that provides world class customer experience in a fast-paced environment
- Superior communication skills, oral and written. Ability to understand and translate complex reports into trending and analytics
- Clearly understands metrics that drive helpdesk / call center performance
- Able to collaborate and work cross-functionally
- Experience with HL7 and integration engines (preferred)
Lyniate provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
How to Apply
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