Manager, Solutions Support

🕒 Novembro 2

🏖️ New Jersey – Remoto

🏖️ New Jersey – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Engenheiro de Soluções

👻 Score fantasma 10%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 8 dias.
• As vagas desta empresa costumam ser preenchidas em 27 dias.
• Sem salário divulgado.

Candidatar-se

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Med-Metrix

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2010

🏥 Saúde

☁️ SaaS

💰 Private equity em 2025-09

Healthcare • SaaS

A Med-Metrix é uma empresa para a qual foi fornecida apenas uma presença mínima na web (a página apenas exibia "Carregando aplicativo... Seu navegador precisa ter o JavaScript habilitado... "). Nenhum produto, mercado ou detalhes de missão foram incluídos no texto fornecido. Com base apenas no nome da empresa, é plausível que foque em métricas médicas ou clínicas, análises ou software para a área de saúde, mas isso é especulativo e não confirmado pelas informações fornecidas. Mais detalhes públicos seriam necessários para ser mais específico.

Descrição

• Lead, coach, and develop the Solutions Support team, including workload prioritization, performance management, training, and career development • Own daily support operations and ensure client incidents, service requests, and technical issues are documented, triaged, prioritized, communicated, and resolved within established service levels • Manage the team as the primary customer contact through support, building trust through proactive communication, regular service reviews, clear expectations, and coordinated follow-through • Act as the escalation point for high-priority incidents and client concerns, ensuring urgency, executive visibility, cross-functional coordination, accurate status updates, and documented resolution • Evaluate ticket trends, recurring issues, service-level performance, system stability, client sentiment, and open risks to maintain an overall view of client health • Monitor system performance, integrations, data flows, alerts, and operational indicators; coordinate investigation and remediation for performance or availability concerns • Track and report support metrics, including ticket volume, backlog, aging, response and resolution times, SLA attainment, reopen rates, recurring defects, and client health indicators • Partner with Technology, Product, Engineering, Client Success, Implementation, and other stakeholders to resolve complex issues and ensure clear ownership • Develop, maintain, and enforce support procedures, escalation paths, playbooks, knowledge articles, client communication standards, and operational dashboards • Support incident reviews and corrective-action planning, translating lessons learned into preventive controls • Plan team coverage and capacity, including after-hours or on-call support when required • Use, protect, and disclose patients’ protected health information only in accordance with HIPAA standards • Comply with Information Security and HIPAA policies and procedures • Limit viewing of PHI to the minimum necessary for assigned duties • Perform other duties as assigned

🎯 Requisitos

• Bachelor’s degree in healthcare administration, computer science, information technology, or a related field; an equivalent combination of education and relevant experience may be considered • 5+ years’ experience in software support, technical support, client services, healthcare technology, or a related field • 2+ years of direct people-leadership experience • Experience managing support-ticket operations, client escalations, service levels, operational metrics, and cross-functional issue resolution • Working knowledge of application support, system monitoring, incident management, root-cause analysis, and ticketing or service-management platforms • Experience in healthcare revenue-cycle technology or a regulated healthcare environment is preferred • Proficiency in Microsoft Office Suite • Strong interpersonal skills and ability to communicate well at all levels of the organization • Strong problem solving and creative skills, with the ability to exercise sound judgment and make decisions based on accurate and timely analyses • High level of integrity and dependability, with a strong sense of urgency and results orientation • Excellent written and verbal communication skills required • Ability to work outside of regular business hours required • Must possess a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes • Ability to follow directions, collaborate with others, and handle stress

🏖️ Benefícios

• Occasional travel may be required • Ability to work outside of regular business hours • Smart-phone or electronic device capable of downloading applications provided/required for multifactor authentication and security purposes

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