- Experiência
- 7+ anos
- Salário
- CAD 85,000 – CAD 95,000 / year
- Vagas
- 1
- Publicado
- há 5 horas
- Modo de trabalho
- Trabalhe em casa
- Educação
- Bachelor's degree or equivalent
- Retomar
- Obrigatório candidatar-se
Descrição da vaga
About the Role
This opportunity is offered through a partner company seeking a Manager Technical Support based in Canada. The role is ideal for a seasoned leader in technical support aiming to advance operational excellence in a healthcare technology setting. You will manage high-performing teams supporting critical healthcare revenue cycle applications, delivering excellent customer service and dependable system support.
Key Responsibilities
- Lead and mentor distributed technical support teams, promoting accountability, teamwork, and ongoing professional development.
- Manage support operations for healthcare revenue cycle systems including financial management, patient registration, scheduling, and medical records.
- Act as the primary escalation contact for complex client issues to ensure prompt resolution and superior customer satisfaction.
- Maintain operational excellence by tracking service levels, performance metrics, staffing, resource allocation, and setting departmental goals.
- Utilize operational data to discover patterns, diagnose root causes, and identify improvements for productivity, service quality, and client experience.
- Collaborate with Product, Engineering, Customer Success, and Professional Services teams to address complex problems and drive product enhancement.
- Lead initiatives to adopt AI and automation responsibly, establish standards for their use, and assess emerging technologies to enhance support functions.
Required Qualifications and Experience
- Bachelor's degree in Information Technology, Business, Healthcare Administration, or related fields, or equivalent practical experience.
- Minimum seven years in technical support, healthcare IT, or customer operations, with at least three years in a leadership capacity.
- Strong experience with healthcare revenue cycle management, financial systems, patient scheduling, registration, or medical records software.
- Proven ability to handle escalations, lead change initiatives, and enhance operational outcomes with data-driven strategies.
- Familiarity with CRM, case management, reporting, knowledge bases, and service management tools.
- Knowledge of healthcare software, revenue cycle management platforms, SQL, reporting tools, and ITIL guidelines is advantageous.
- Experience with AI-driven support systems, automation technologies, generative AI, copilots, or chatbot applications is highly preferred.
- Excellent leadership, communication, analytical thinking, problem-solving, stakeholder engagement, and decision-making skills suited to a fast-paced work environment.
Benefits and Additional Details
- Competitive annual salary ranging from CAD 85,000 to 95,000, dependent on experience and skills.
- Fully remote position available within Canada.
- Opportunity to lead significant healthcare technology support operations.
- Work in a collaborative culture centered on innovation, operational excellence, and ongoing improvement.
- Exposure to cross-functional teams including Product, Engineering, Customer Success, and Professional Services.
- Potential for professional advancement in a global healthcare tech organization.
Additional Information
Applications are managed by the partner company with their internal team handling subsequent steps such as interviews and assessments. This role involves utilizing AI-based tools for application review and candidate matching, aiding but not replacing human hiring decisions. Data privacy is upheld according to applicable laws with rights to access, amend or object to personal data processing.