Department: Service & Support
Reports to: Director of Service
7 Medical Systems®, LLC is a leading provider of on-demand digital imaging (RIS, PACS, teleradiology), population health management, medical device and asset management, integration, and 360-degree patient-centric solutions for ACO’s, inpatient, outpatient, telehealth, medical device and pre/post-acute care settings. Its flagship X-HIS® platform delivers value-based results and enables business intelligence, real-time dashboards, and workflow automation. Sophisticated business process management and intelligent rules achieve efficiency, cost reduction and improved patient outcomes. Founded in 2005 and headquartered in Minneapolis, Minnesota, the company successfully completed independent audits for SSAE 16 Type II and HIPAA compliance, and maintains its FDA 21 CFR Part 11 compliance.
The Service Manager is responsible for managing the Service and Support department for 7 Medical’s cloud-based solutions, ensuring post-implementation service and support to maintain the highest level of customer satisfaction by leading a team of support representatives and engineers. Responsible for ensuring the logging, tracking, resolving and closing of service requests and supporting or facilitating any other customer inquiries.
Ensures the smooth and successful functioning of the company’s 24/7 call center and data center operations, including staffing and managing the after-hours on-call schedule.
Manages workload, schedules and activities of Level 1, 2 and 3 support, engineering, and helpdesk staff.
Defines and enforces policies and procedures for handling inbound customer service requests, including appropriate escalation procedures.
Trains service and support personnel in policy and procedures; maintains accurate and up-to-date policy and procedure manuals and documentation.
Ensures efficient and effective logging, tracking, resolving and closing of service requests in the CRM system in response to service calls and inquiries.
Provides guidance, supervision and assistance to staff in resolving complex customer hardware, software and applications issues.
Interfaces with other departments (i.e., product development, sales, administration) to investigate and resolve service issues and complaints.
Specifies, procures and installs computing hardware and software in response to customer requests.
Creates and disseminates of troubleshooting tips, user guides, and FAQs for end users.
Schedules service notifications to customers and maintains service communications templates.
Performs quarterly follow up with customers.
Tracks and analyzes trends in (CRM) service requests and generates performance metrics reports.
Designs new processes and procedures to improve first-call-resolution metrics.
Assesses need for any system reconfigurations (minor or significant) based on service request trends and make recommendations.
Reviews and assesses client service levels and customer satisfaction using CRM and survey data; reports findings to management and makes recommendations for improvement.
Assists and oversees systems and technology updates, upgrades and maintenance for internal and external customer deployments.
Supervise employees, including setting goals, monitoring progress and doing annual performance evaluations.
Reviews departmental data logged in CRM to ensure accuracy and facilitates the monthly billing cycle; reviews customer invoices and works with accounting to resolve billing errors.
Works with Product Development and Implementation teams to evaluate the impact of new product/service features and incorporates appropriate changes to service policies and procedures.
Takes initiative in identifying and recommending strategies and tactics for service improvement.
Keeps the Director of Service and executive management team informed of overall departmental performance, key issues and escalations.
Experience managing helpdesk or cell center operations and supervising technical support representatives
Demonstrated experience in creating customer service best-practice policies, process and procedures
Experience with customer support for a cloud service provider (software-as-a-service environment)
Excellent communication (verbal and written) and interpersonal skills
Previous healthcare or healthcare IT environment highly preferred
Previous experience with Microsoft Dynamics CRM highly preferred
Bachelor’s Degree or Associate in Business Administration with a concentration in Information Technology (IT) or equivalent business experience
5+ years of experience in an IT helpdesk or call center environment
Experience with helpdesk, Active Directory, Group Policy Objects, SQL, HyperV, Citrix XenApp 6.5 & 7.6, Routers, Switches, Firewalls, and Wireless technologies is desirable
Thorough understanding of Internet Explorer, Microsoft Windows Operating Systems, Microsoft Dynamics CRM and Microsoft Office applications
Demonstrated ability to communicate clearly and concisely with senior management and clients, verbally and in writing
Ability to handle high-pressure, urgent situations calmly and with professionalism
Ability to prioritize, multitask and delegate
Demonstrated business analysis skills
Demonstrated project management skills
Familiarity with IT client service models and project management tools and practices
Experience documenting business process flow and implementing changes as necessary