Manager, Solutions Support

Job not on LinkedIn

🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 Solutions Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.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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Med-Metrix

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

🏥 Healthcare

☁️ SaaS

💰 Private equity on 2025-09

Healthcare • SaaS

Med-Metrix is a company for which only a minimal web presence was provided (the page only displayed "Loading application... Your web browser must have JavaScript enabled... "). No product, market, or mission details were included in the supplied text. Based on the company name alone, it plausibly focuses on medical or clinical metrics, analytics, or healthcare software, but that is speculative and not confirmed by the provided information. Further public details would be required to be more specific.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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