MEDHOST · 5 hours ago
Director, Customer Support
United States
Full-time
Remote
Director/Executive
2+ years exp
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Responsibilities
Develop strategic goals and objectives in line with company and departmental mission
Establish team goals and objectives annually
Ensure targeted service and performance standards are achieved or exceeded
Actively collaborate in cross functional leadership teams to ensure sound decisions are rendered
Promote and encourage positive team relationships
Manage teams within budget and identify cost reduction opportunities while exceeding departmental goals
Assist with recruitment and hiring of qualified and professional candidates
Establish and manage communication channels across departmental verticals
Serve as a liaison to provide customer feedback to executive level
Responsible for employee professional conduct and staff development
Active and visible dynamic leader across all business lines
Execute plans and initiatives with a strong focus on customer satisfaction
Understand and execute company procedures to ensure compliance
Facilitates and executes onboarding process, mentoring and training of new Associates
Manages staffing, scheduling and workload to ensure business needs are met
Evaluates call center data trending and provides feedback to leadership
Assists with the management of Customer escalations with coordination of appropriate resources to ensure timely resolution
Oversight and direct management of employee performance and goals
Conducts performance reviews; rewards and assists in managing employees within aligned team
Approve time and expense
Assist and contribute to the preparation of annual budget
Implement policies and procedures with continued process improvement
Travel to Customer facilities for service recovery to provide leadership support
Communicates professionally at all levels with Customer, both internal and external
Responsible for meeting with staff regularly with oversight of daily operations and major projects
Expected to maintain working knowledge of MEDHOST applications
Other duties as deemed necessary to provide quality service to the MEDHOST Customer base
Qualification
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Required
Hospital and healthcare experience imperative
Ability to prioritize client issues and escalate or solve with urgency
Demonstrates problem solving and analytical skills
Basic hardware and networking skills required
Excellent written, proofreading, and verbal communication skills
Must be detail oriented, organized, and have the ability to multi-task and problem solve
Independent thinker with fortitude to navigate change
Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
Must be flexible and have the ability to remain professional under high pressure situations
Ability to retain and protect confidential material
Strong computer skills in Microsoft Office applications (i.e., Word, Excel, PowerPoint, etc.)
Negative pre-employment drug test
Criminal and MVR backgrounds to meet company hiring criteria
Preferred
Bachelors degree in business, computer or healthcare administration
2+ years in senior management role
Previous software help desk experience
Company
MEDHOST
MEDHOST provides enterprise, departmental, and healthcare engagement solutions.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2023-12-22Acquired· by Harris Computer Systems
2016-12-31Series Unknown· Undisclosed
Leadership Team
Rick Brown
Chief Technology Officer
Doug Allen
Senior Vice President, Professional Services, COO MEDTEAM Services
Recent News
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