User Support Supervisor

🔥 1 minute ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 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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MRO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

📋 Compliance

💰 Series unknown on 2019-11

Healthcare • SaaS • Compliance

MRO is an enterprise healthcare software company that provides a Clinical Data Exchange Platform (CDXP) and modular solutions to securely curate, normalize, and exchange clinical data across providers, payers, registries, and clinical data requesters. MRO helps hospitals, health systems, ambulatory practices, and payers streamline release of information, compliance workflows, MIPS/quality reporting, ACO tracking, and clinical intelligence by connecting to hundreds of disparate EHRs, reducing administrative burden and accelerating patient-focused care delivery. The company emphasizes security and regulatory compliance and has been recognized with Best in KLAS awards for Release of Information.

📋 Description

• Ensure user satisfaction through timely reactive and proactive issue resolution while exceeding service standards and metrics • Provide user workflow oversight, intervention, and technical expertise with an emphasis on quality assurance • Provide internal and external support and training related to ROI functionality and standard operating procedures • Serve as a peer knowledge and support resource for the User Support team and role-model performance and behavioral standards • Provide project support to management as needed • Lead by example and foster teamwork, positive morale, unity, effective communication, and service excellence • Ensure prescribed training practices are effectively deployed and utilized • Monitor, process, and manage workflow issues via phone, email, and MRO’s Action List • Ensure actions are addressed accurately and in a timely manner • Resolve escalated calls transferred from Requester Services • Assist the Director with employee performance appraisal, corrective action, and counseling • Act as a resource and liaison for the Requester Services team through procedural support and proactive outreach • Partner with internal teams and provide assistance, support, and training • Maintain broad understanding of the entire ROI process, including internal MRO procedures and external facility processes • Apply knowledge of HIPAA regulations and ongoing statutory updates • Interface with facility contacts regarding escalated issues; answer questions, resolve problems, and recommend corrective actions • Identify and communicate workflow concerns and trends affecting facilities • Interact with the Disclosure Integrity team regarding rate, invoicing, and assigning issues • Perform other duties as assigned by management

🎯 Requirements

• College degree preferred or equivalent combination of schooling and experience • Ability to multitask, think strategically, and appropriately prioritize workload • Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen • Strong and proven problem-solving skills • Self-motivated and able to work independently as well as collaboratively • Experience retrieving, compiling, analyzing, and interpreting information from multiple databases • Strong organizational skills • Excellent written and verbal communication skills • Attention to detail • Ability to effectively interact with fellow employees and build strong user relationships • Proficient computer skills and knowledge of Microsoft Office

🏖️ Benefits

• Annual cash bonus eligibility • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) plan