Manager, Customer Support (Acute and Payer)

Canada, Kentucky, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Health Tech, HealthcareIndustries

Requirements

The ideal candidate will have over 3 years of experience in a customer support environment, including more than 3 years in leadership and management roles. Experience with SaaS products like PointClickCare, Knowledge-Centered Support (KCS), and creating reports in Salesforce, Jira, or similar service management tools is required. Strong verbal and written communication skills for all organizational levels and customer interactions are essential. A post-secondary degree or diploma in a healthcare-related field or business administration is preferred but not mandatory.

Responsibilities

This role involves overseeing Customer Support Analysts, including managers and individual contributors, and providing consistent feedback on performance through call and case audits. The manager is responsible for tracking team performance and customer experience metrics, implementing process changes, and proposing product improvements. They will foster a positive work environment that supports continuous learning and collaborate with other departments to enhance visibility of customer support metrics and optimize inter-departmental processes. Flexibility to handle escalations outside of normal working hours is also expected.

Skills

Customer Support Management

Team Leadership

Operational Processes

Coaching

Mentoring

Healthcare Technology

AI Integration

Problem-Solving

PointClickCare

Cloud-based EHR solutions for senior care

About PointClickCare

PointClickCare provides cloud-based software solutions specifically designed for the senior care sector, including skilled nursing facilities, senior living communities, and home health agencies. Its main product, Harmony, is an integrated care coordination platform that helps manage patient transitions from hospitals to post-acute care facilities. Harmony allows healthcare providers to exchange clinical data, which improves care coordination and patient outcomes by offering real-time insights and analytics. Unlike many competitors, PointClickCare's platform integrates with other healthcare systems, enhancing data exchange and interoperability. The company's goal is to improve operational efficiency and quality of care for senior care providers through its subscription-based model, which also includes training, support, and consulting services.

Mississauga, CanadaHeadquarters

2000Year Founded

$220MTotal Funding

GRANTCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees