Customer Support Manager – Provider Enablement

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Interwell Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

💰 $46M Series B on 2021-04

Healthcare • Healthcare Insurance • Wellness

Interwell Health is a value-based kidney care provider that partners with physicians to revolutionize healthcare. The company focuses on offering expertise, compassion, and innovative strategies to set high standards within the kidney care industry. Interwell Health aims to slow disease progression and reduce hospitalizations, resulting in improved health outcomes and lower care costs for patients and payers. It has achieved NCQA Population Health Program Accreditation for its comprehensive patient engagement program, Interwell 360. With a decade of experience, Interwell Health manages financial risks and patient needs through a dual approach of patient care and provider enablement. The company collaborates with nephrologists, primary care providers, and payers, supported by a vast network of clinical and non-clinical staff dedicated to patient health.

📋 Description

• Lead and manage the frontline customer support team for Interwell Acumen™ and related Interwell programs • Supervise, coach, develop, and assess Support Analysts • Set expectations and accountability for responsiveness, communication, documentation, resolution accuracy, productivity, teamwork, and conduct • Manage scheduling, workload distribution, coverage planning, and queue assignments • Oversee onboarding and role readiness for new Support Analysts • Identify skill gaps and coordinate ongoing learning and performance improvement • Oversee daily support operations across phone, email, web forms, and ticket queues • Establish and refine ticket triage, routing, escalation, and documentation processes • Coordinate escalations to Epic Applications, Product, Development, Training, Account Management, and other teams • Define, document, monitor, and maintain SLAs, SLOs, and operational expectations • Track and report response time, resolution time, backlog, ticket aging, reopenings, escalations, quality, productivity, and customer satisfaction metrics • Analyze support data to identify trends, root causes, workflow breakdowns, customer friction, and training needs • Lead continuous improvement initiatives for support quality, efficiency, customer experience, and handoffs • Establish quality reviews for support interactions, ticket documentation, escalations, and resolutions • Develop team SOPs, queue management practices, escalation playbooks, and performance routines • Handle high-priority, complex, and escalated customer issues • Represent Support in cross-functional discussions and operational projects • Support testing, validation, rollout, and readiness for new tools, applications, processes, and workflows • Report to the Director and align support operations with Training, Support, and Customer Success priorities

🎯 Requirements

• Bachelor’s degree required • 5+ years of experience in customer support, technical support, application/software support, SaaS support, healthcare technology support, or related customer service operations • 3+ years of experience leading or managing a frontline support, help desk, technical support, or customer service team • Strong coaching and performance management skills • Experience setting, tracking, and improving SLAs, support metrics, queue performance, or operational service standards • Strong customer service judgment and ability to handle escalated customer issues • Excellent written and verbal communication skills • Experience defining service standards, monitoring performance, improving workflows, and holding teams accountable to measurable expectations • Strong analytical skills and ability to interpret support metrics, identify trends, diagnose operational issues, and drive data-informed improvements • Technical aptitude and ability to learn healthcare software, EHR workflows, support tools, and internal processes • Ability to manage multiple priorities in a fast-paced, remote work environment • Proficiency with Microsoft Office and support/ticketing, reporting, or customer service tools • Preferred: experience supporting healthcare SaaS, EHR/EMR, practice management, or healthcare technology platforms • Preferred: experience with Epic or Epic-based Community Connect environments • Preferred: experience in healthcare IT, physician practice operations, revenue cycle, clinical operations, or customer success operations • Preferred: experience with Salesforce Service Cloud or similar CRM • Preferred: experience leading a remote support team

🏖️ Benefits

• Mission-driven work helping kidney care patients live their best lives • Diversity, equity, and inclusion commitment • Remote work environment • Team collaboration and cross-functional partnership • Coaching, development, and ongoing learning opportunities