Customer Support Manager (EHR,Saas Experience )- US HealthCare
Company Name: Lobo Staffing Solution Pvt Ltd
| Posted On: 12/30/1899
Customer Support Manager
The purpose of the Client Support Manager is to develop, lead, motivate and oversee a team of EHR
Support Desk, and Technical staff to deliver excellent support with outstanding customer service,
satisfaction and timeliness within defined services levels and budget. This position is required to have
frequent contact and interaction with customers as well as manage the Support team and act as the main
contact for support with Engineering. This position will work with the Program Director and EHR Program
Leadership Team to define the Client Support Team scope of responsibilities, define clear goals and
objectives within said scope of responsibilities.
Manages a team of Support Desk professionals
Manages a team of colleagues to Design, Implement and manage overall support process including
service levels, tracking, and reporting.
Conducts EHR Support and EHR Training, performance appraisals, evaluates staff for promotions,
interviews and hires new staff, provides recommendations and feedback regarding promotions, skills
Maintains and fosters a high-level of employee and department morale.
Assists in the professional and technical development of EHR Support Desk and EHR Training staff,
enabling them to set goals, then monitor, mentor, coach and assist the team to deliver quality work
Works with the Management and to establish a training program to keep Support and Training Staff
up to date with EHR Product knowledge.
Evaluates, and recommends operational expenditures as budgeted or new requests as required.
Develops performance measurement frameworks and facilitate a feedback system to enhance and
improve Client Support Team and colleague job performance outcomes.
Develops and demonstrates an understanding of the EHR customers and their business needs.
Develops and demonstrates an understanding of Nexus Software technical products and tools and
their intended needs.
Develops and enhances cooperative interdepartmental and vendor relationships and
Establishes and enforces Client Support Desk service level agreements (SLAs) in consultation with
the Director and EHR user representatives to establish problem resolution expectations and
Creates and maintains a training program designed to ensure Support Desk and EHR Training
colleague expertise and skills are in alignment with the expanding scope of the EHR including the
implementation of new products, applications, functions, features, upgrades, fixes, etc.
Monitors Client Support Desk and Training staffing per plan and schedule initiating /coordinating with
other departments to back-fill absences and. / or address service spikes to ensure support delivery
Manages the processing of incoming EHR support calls, e-mails and related communications,
ensure courteous, timely and successful resolution per related SLA. Monitors issues extending
beyond the applicable SLA and escalate per policy.
Implements and maintains tools and processes that can provide management with an accurate and
Timely view /status of issues, issue categories, priorities, issue owners, etc.
Based upon the critical and continuous evaluation and assessment of calls, issues, problems and
At least three (5) years of prior experience SaaS software support and prior Project Management and
Support Desk experience. Experience with issue management/tracking products as well as computer
systems, network and computer processes performance and related Help Desk product management and