Associate Manager Client Support- FULLY REMOTE
Veradigm (Formerly Allscripts)
Remote Job
Welcome to Veradigm! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Veradigm is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.
* This is a fully remote position.*
Veradigm Provider
Veradigm offers provider practices a suite of easy-to-use healthcare provider solutions that help streamline clinical and financial workflows. We then deliver actionable insights to drive improved outcomes, reduce patients' out-of-pocket costs, and enhance patient understanding of their disease state and medication therapy.
Our healthcare provider solutions help practices to:
* Reduce the administrative burden associated with ever-changing regulatory and reimbursement requirements
* Improve practice financial performance and take advantage of the benefits of health information technology innovations
* Enhance patient satisfaction by reducing high costs and long wait times common to many prescriptions
* Get patients all their specialty medications faster and more easily
Job Summary
* Contributes to customer satisfaction of Veradigm Connect & Practice Fusion Marketplace 3rd party application developers & connected clients. • Directs the activities of the technical support team and makes day-to-day decisions within the team. • Ensures that the team is performing at optimum level of efficiency and quality. • Serves as an escalation point for the team •Assesses nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills. • Possesses expert knowledge of organization's products.
Essential Functions/Major Job Responsibilities
* Oversees the primary activities of the Veradigm Connect & Practice Fusion Marketplace technical support team to triage and resolve issues, and provide information for developer organizations and client support teams with regards to FHIR and/or proprietary APIs.
* Review case volume reports to identify areas of high need and to drive educational and/or process improvements.
* Maintain a clear understanding of business unit objectives to ensure proper staffing of tech support personnel.
* Ensure process documentation is created and stored in a shared location for access by all tech support team members.
* Ensure timely review and triage of cases by the support teams. Collaborate with client system support team for ticket triage and escalation when required.
* Serve as escalation point for issues beyond technical support staff and provide coaching and guidance to support team members; resolve conflicts involving scheduling, resources or technical issues.
* Collaborate with development teams to drive processes for bug fixes, and identify areas for enhancement that can be brought forward for prioritization against product roadmaps.
* Drive prioritization of cases or issues of a critical nature.
* Be knowledgeable of product releases and potential impact to downstream systems to be able to notify appropriate team members and monitor accordingly.
* Contribute to cross-functional meetings with the account management & client activations teams.
* Identify opportunities for process improvements & efficiencies within the teams' systems, including but not limited to the Developer Portal, TFS, Salesforce, and JIRA.
* Set and communicate team/individual objectives and KPIs to inspire individuals to achieve high performance
* Allocate workload to fully utilize every employee's talent
* Implement development plans and coach for individuals to reach their maximum talent
* Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
* Recognize high performers to maintain motivation and retain key talent
* Regularly communicate on company news and team progress against business plan
Job Requirements
* Bachelor's Degree or equivalent Technical / Business experience (Required)
* 5+ years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)
* 0-2 years relevant leadership experience (Preferred)
* Up to 10% travel may be required
Compliance
Job responsibilities include fostering the Company's compliance with all applicable laws and regulations, adherence to the Code of Conduct and Compliance Program requirements, policies and procedures. Compliance is everyone's responsibility.
#LI-VER
We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.
Visa Sponsorship is not offered for this position.
At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 postacute organizations across the globe. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
Veradigm' policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursing and hiring a diverse and inclusive workforce.
From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans
This is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.
Thank you for reviewing this Veradigm opportunity! Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!
$74k-106k yearly est.
5d ago