Details
Posted: 06-Aug-22
Location: Frisco, Texas
Salary: Open
Categories:
General Nursing
Internal Number: 2205029645
As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
JOB SUMMARY
The Manager of Product Support is responsible for supervising all day-to-day workflow related activities which include assisting with issues, problems and escalations of Conifer Products. This role collaborates with both internal resources and clients, and is responsible for ensuring task are assigned to the appropriate resource for triage and resolution. This position requires advanced knowledge of Conifer products and systems which includes staying apprised of application modifications, enhancements and fixes to the product. The Manager of this team is responsible for training and mentoring the support team on how to handle complex problems and issues by utilizing various resources such on-line documentation and internal training courses. Must have strong leadership, analytical and technical skills with the focus of improving the overall customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
- Responsible for managing all incoming problems/issues and ensuring they are handled in a timely and efficient manner.
- Ensure team adequately triages and troubleshoots user applications and complex problems, managing the full life cycle process until resolution is established.
- Responsible for managing support related escalations and resolving client questions and issues in the areas of system configuration, setup and overall product function.
- Ensure support team communicates with the client on a frequent basis on when problems will be resolved.
- Lead support team in the pre-release and quality assurance testing process in preparation for major enhancements and product releases.
- Manage and ensure all issues and problems are tracked and well documented in the ITL System.
- Alert Management of any systemic related challenges or problems.
SUPERVISORY RESPONSIBILITIES
If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Direct Reports (titles) Product Support Specialist
Qualifications:Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.
KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Candidate must have strong leadership skills, the ability to exercise good judgement and work under pressure.
- Excellent interpersonal, written and verbal communication skills with both internal and external customers is required.
- Must demonstrate a high level of personal initiative, prioritization and organizations skills.
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience preferred to perform the job.
- Bachelor�s Degree in Information Systems Management, Finance, Business Management or other relevant combination of training and experienced.
- At least 3 to 5 years of help desk or customer service related experience
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Speaking: Expressing or exchanging ideas by means of spoken word. This includes activities in which the reviewer must accurately and concisely convey detailed instructions or abstract concepts to clients, other employees and audiences.
- Hearing: Ability to receive process, understand and act upon complex materials through spoken language.
- Lifting: Moving moderately weighed objects from one position to another
- Fingering: Working primarily with fingers and the whole hand and arm, as in handling, typing, etc.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job:
Conifer Health Solutions
Primary Location:
Frisco, Texas
Job Type:
Full-time
Shift Type:
Days
Employment practices will not be influenced or affected by an applicant�s or employee�s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
