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Senior Director of Technical Support

Company: Relatient LLC
Location: Franklin
Posted on: January 15, 2022

Job Description:

Relatient is a leading provider of integrated messaging solutions for practices, hospitals and health care systems. We take a patient-centered approach to engagement, utilizing the power of real-time clinical data to deliver timely messages between patients and their care providers.Ranked as the 2020 Klas Category Leader in Patient Engagement, named one of Deloitte's Technology Fast 500 for 2018 & 2019, and a 2019 Red Herring Top 100 winner, Relatient is changing the way healthcare providers engage with their patients.Relatient is currently searching for a Sr. Director, Technical Support to join our Operations leadership team. As the, Sr Director, the candidate will be responsible for overseeing all support tickets and related issues that come from our large and diverse client base. The candidate will manage staff who support this process across multiple products including patient messaging, scheduling, payment, and surveys.The teams managed could be located in our home office's locations in Cookeville, TN, Franklin, TN, Atlanta, GA, or remote locations. This role reports to the Chief Operating Officer and will be involved in leadership functions across the firm. The Sr. Director, Technical Support is responsible for managing a team the handles all aspects of client issues and the related resolution path. In this role the candidate will manage a team that serves as the primary point of contact for clients when they have issues related to our products and services and is responsible for the teams' process for identifying the correct resolution path.To support these goal's, the candidate will lead a team that is designed to help meet our clients service needs, establish metrics to measure business performance, and meet client service level agreements. A successful candidate will have demonstrated experience managing a large support team and have the ability to coordinate support efforts across multiple time zones and countries. A proven track record of client support success.As we build out this portion of the business, the candidate must successfully accomplish the following in the first 60 days with other company business leaders:Successfully define a strategy for bringing together multiple support teams into one cohesive departmentEstablish the parameters and guidelines for success, including KPI's and external service level agreementsCreate individual staff targets to outline successIn addition, the candidate will have ongoing management over a group of Support Reps responsible for the key business items outlined below:Support ManagementAccountable for all aspects of client supportResponsible for reporting key performance metrics out the organization at largeResponsible for overall client satisfaction with resolution of incoming issuesManages all aspects of client feedback for resolution pathDefines best practice self-service needs, and informs product teams of opportunities for scaleDefines strategy for coverage, utilizing all staff and locations to the fullest extent possiblePartners with Integration teams on client issuesCreates staff productivity measures and holds staff accountable to those measuresSets parameters for response times, and actively measures performance against established targetsDefines client coverage strategyEstablishes parameters for sending tickets outside of supportRelationship ManagementDevelops strategy for account coverageManages and responds to day-to-day client issuesBrings meaningful teaching points to clients at every interaction; seeks to demonstrate and support clients in maximizing investments in the Relatient/ Radix products at every opportunityReportingOwns documentation and reporting on all support activityAdheres to Salesforce (or other systems) documentation and reporting in a timely and complete manner.RequirementsBachelor's Degree or relevant experience required5 years of demonstrated success managing client issuesExperience in healthcare requiredProven track record of working in a goal-oriented and self-directed environmentDemonstrated ability to present information, written and orally, for maximum impact.Track record of identifying, managing, and mitigating, and solving for risk.Travel RequirementsTravel limitedAbout RelatientRelatient, Inc., the 2020 KLAS Category Leader in Patient Outreach, is a SaaS-based patient engagement company that utilizes a mobile-first approach to improving patient and provider communication. On behalf of U.S. medical practices and health systems, Relatient engaged patients with more than 200 million messages in 2020 with their digital platform that integrates with over 85 practice management systems and electronic health databases. Relatient's patient messaging, self-scheduling, digital registration and billing solutions drive operational efficiency, new appointments and reviews, reduce no-shows, speed patient payments, and improve patient satisfaction, all while supporting health and care quality initiatives. For more information, visit team consists of smart, driven, and creative people who are motivated to impact the way in which healthcare providers engage with their patients. Our platform takes a patient-centered approach to engagement, utilizing the power of real-time clinical data to deliver timely messages between patients and their care providers.What We OfferBase salary plus incentivesMedical, dental, and vision insuranceEmployer HSA match contributionEmployer paid Life Insurance100% employer paid long-term disability insurance401kGenerous PTO policy plus all 10 paid holidaysComplimentary perks such as an annual employee awards banquet, holiday parties, monthly lunches, bottomless snacks and coffeeCasual culture with approachable leadershipGreat office environment located in the Jamison Station area of historic Franklin, TN


Keywords: Relatient LLC, Franklin , Senior Director of Technical Support, IT / Software / Systems , Franklin, Tennessee

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