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Manager, Customer Support

LOCATION: Tampa, FL
REMOTE ELIGIBLE: Partial Remote
TRAVEL REQUIREMENT: No travel required
REQUISITION ID: 871
<p>Guided by a mission to help, ABILITY, an Inovalon company, is a leading information technology company helping healthcare providers and payers simplify administrative and clinical complexity by enabling data-driven improvements in healthcare. Our employee philosophy is simple: We hire smart, talented people and trust them to do their thing. As part of ABILITY, you’ll grow with a company that wants you to succeed. To support you, we provide the teams, the latitude, the support and the culture so you can try new things, broaden your experience, and grow and succeed with us. Join our team and help make ABILITY a great place to do great work!</p> <p>The <strong>Customer Support Manager</strong> provides day to day tactical and personnel management of the Customer support team, managing productivity, personnel and technical product issues. This individual will lead the team to enhance the overall customer experience while achieving departmental and company directed goals. This person must have experience building and managing teams, have a strong focus on operational excellence, and thrive in a team environment.</p> <p>Work Locations: Minneapolis, MN and Tampa, FL</p> <ul> <li><strong><u>Manager Customer </u></strong><strong><u>Support, Duties and Responsibilities</u></strong><br>Directly manages a team of support personnel; Set clear objectives, evaluate progress, and instill a high performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues. Implements procedures and metrics pertinent to the effective and efficient operation of the Customer Support Team</li> <li>Plan, develop, implement and evaluate appropriate policies and procedures for call center operations adhering to industry best practices and ensuring reasonable response times, and availability of the support organization</li> <li>Identify and develop key performance standards and metrics to drive desired culture and work to ensure their achievement. Analyze, evaluate, monitor and report department operating performance data. Communicate analyzed results to senior management. Forecasts capacity and implements productivity programs</li> <li>Serves as point of escalation for customers to resolve highly complex problems. Collaborates with cross functional teams to resolve escalated customer complaints</li> <li>Maintains knowledge of product life cycle. Remain aware of new product developments and tactical direction to the business on technical support challenges. Provides documentation and specific product suggestions influencing product direction. Support consistent goal to improve product functionality, technical call avoidance and resource level of effort to support our products moving forward</li> <li>Responsible for the employment, promotion, counseling and discipline of assigned employees</li> <li>Manage operational and communication impacts of planned changes, outages and technology emergencies</li> <li>Maintain knowledge of technology and industry trends and processes and disseminate that to the Customer Support team</li> <li>Other duties and projects as assigned and/or determined</li> <li>Other duties as requested and/or determined;</li> <li>Maintain compliance with Inovalon’s policies, procedures and mission statement;</li> </ul> <ul> <li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.</li> </ul> <p><strong><u>Job Requirements:</u></strong></p> <p><strong><em>Education:</em></strong><br>• Degree in Computer Science, Business Administration, Accounting or equivalent work experience;</p> <p><strong><em>Qualifications:</em></strong></p> <ul> <li>Minimum of 3 years of experience in a customer service related role with high volume of transactions.</li> <li>3+ years of experience in directly managing a team of support professionals, with a proven track record of achieving department KPI’s</li> <li>Experience working in a call center environment; understanding of the phone system, routing trees, and set-up. Cisco experience preferred</li> <li>Knowledge of call center tracking systems (CRM); Salesforce experience preferred</li> <li>Healthcare IT industry experience (medical billing, IT, MAC or other payer) preferred</li> <li>Excellent written and oral communication skills. Ability to write executive summaries and create management reports and metrics</li> <li>Ability to identify and analyze operational processes and then drive corrective/preventative action plans</li> <li>Proficient working with Microsoft Office applications, including MS Visio</li> <li>Ability to deal effectively with changing priorities in a diverse organization</li> </ul> <p><strong>What are you waiting for? Apply now!</strong></p> <p>Are you getting jazzed up by the thought of working with us? Don’t hesitate! Apply now! Ability is guided by a simple mission: to help. We help others, make it better, do the right thing always, and deliver extraordinary results together. If you’re self-motivated, a great leader, and can drive results under pressure and ambiguity, we would love to have you join our team. Apply now to complete our online application. You will need to upload a recent copy of your resume. &nbsp;If you don’t have the qualifications we have asked for, this position isn’t for you, and we will not be able to consider your application.</p><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div><em>Consistent with Inovalon’s safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required.</em></div> <p>&nbsp;</p></div>

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