Manager, Customer Support

Open Position: Manager, Customer Support

Reports to:  Director of Operations

Location:  Remote

About Us:

HST Pathways is on a mission to transform healthcare with innovative software technology that enables surgery centers to provide more cost-efficient patient care and better outcomes.  Our suite of solutions spans the entire case lifecycle, including scheduling, care coordination, clinical documentation, and revenue cycle.  Backed by Bain Capital, we are the fastest growing ASC software company and serve over 1,600 clients, but we’re just getting started and have plans to 10X the value we offer.  However, our big ambitions are only as strong as the team behind them, which is why we’re looking to build our team with the best.

What we’re looking for:

You are inspiring, authentic, intuitive, highly motivated, results-driven, and a fast learner.  You want to work for a company with a positive work culture that is fast-paced and evolving.  You believe that working for a diverse and inclusive organization is best and hold the values of One Team, Inclusion, Transparency, Agility, Empathy, Growth Mindset, and Proactivity -- and you’re ready to be an ambassador that exemplifies these qualities.  You are data-driven and comfortable with a high-volume workload (“roll up your sleeves” approach) and adept at dealing with a dynamic work setting. 

Responsibilities:

The Manager, Customer Support will lead our Application Support Team. This individual supervises and motivates staff to maintain productivity, quality, and superior service. The manager is responsible for ensuring our clients receives high quality end user support for all HST Pathways software applications. Oversee troubleshooting applications and software. Responsible for employee goals, assessing employee performance, and providing feedback. The manager will provide assistance, advice, and solutions for computer (e.g., operating systems, application malfunctions) investigating problems, identifying their root causes, and suggesting solutions and/or pathways to them. Effectively collaborates across internal teams through excellent communication skills, diplomacy, and a positive attitude. They will also work in conjunction with the Software Development, Product Management, QA, Tech Ops, and Interoperability teams to develop quick, effective solutions to software issues. Oversee the management and delegation of all product tasks in JIRA.

List the primary job duties and responsibilities include the follow:

• Oversee a team of Application Support Specialists and Leads responsible for Tier 1 and Tier 2 support, ensuring adherence to response and resolution SLA’s, and escalating issues to Interoperability team when necessary.
• Manage cadence and execution of recurring operational activities such as onboarding of new employees, cross training and training on new products and new release features.
• Communicate application problems and issues to key stakeholders, including management, implementation, development and product teams, and end users. Evaluate documented resolutions and analyze trends for way to prevent repeated future problems.
• Coordinate and schedule software deployments with Tech Ops.
• Coordinate and schedule Support resources to ensure required support hours of operation is adequately covered.
• Collaborate with Interoperability Team to develop escalation process.
• Internal escalation of Tier 2 issues which require troubleshooting before escalating to Tier 3.
• Establishes and communicates processes and goals, reviewing reported results and OKRs to improve productivity, highlight deficiencies, and drive changes in tool, training, process reporting and employee engagement through the development of strategies to further team success.
• Review customer satisfaction metrics as it relates to employee performance.
• Co-lead Crisis Communication Plan with Tech Ops Director and Client Success Director.
• Serve as Salesforce Service Cloud Administrator for workflow and reporting.
• Provides coaching, mentoring and support to direct report staff in both technical and non-technical issues.
• Responsible for mentoring and fostering the overall development of the Support team, including selection and hiring, training and ongoing development, coaching, and promotion and performance evaluation.
• Communicate and escalates any issues or roadblocks to the VP of Client Services.
• Other duties as assigned.

Qualifications:

• Bachelor’s Degree in related field or equivalent years of experience in application support.
• 3+ years of Application Support experience.
• HSTPathways, eChart, Casetabs experience preferred.
• Working knowledge of Revenue Cycle Management (RCM) and ASC operations preferred.
• Strong problem solving, analytical and creative capabilities.
• Exceptional writing and communication skills
• Experience in health care field beneficial but not required.
• Able to manage many ongoing activities and tasks in a fast-paced environment.

Team Culture:

• We go beyond the expected.  We strive to be the difference in everything we do and look for ways to innovate and deliver beyond expectations.
• We thrive through collaboration.  We invest in our team and take pride in the success of others. 
• We strive to make a positive impact.  We are passionate about our work and leverage our collective creativity and industriousness to make big things happen.
• We sharpen and share our expertise.  We aspire to learn, grow, and share knowledge.
• We love the journey.  We never lose sight of the fact that we’re contributing to building a new model of healthcare delivery.

Perks & Benefits:

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives, and viewpoints of our employees, customers, and the communities we serve.

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