Manager, Enterprise Imaging Customer Support - Remote

UnitedHealth Group; Richmond; Remote; CAD 79,000 - 165,000; Full time

Job summary

A leading healthcare organization seeks a Customer Support Manager to oversee the support team for Enterprise Imaging customers. This role involves ensuring customer satisfaction, managing technical support operations, and fostering a culture of knowledge and excellence within the team. The ideal candidate will possess a degree in sciences and significant experience in healthcare IT and management.

Qualifications

• 2+ years of experience in a management or lead technical role.
• 2+ years of IT Management experience.

Responsibilities

• Supervise technical support for Enterprise Imaging customers.
• Conduct monitoring of support analysts to ensure service quality.
• Manage teams diagnosing and troubleshooting technical software.

Skills

Healthcare IT knowledge

Customer support operations

Team management

Education

Degree in the sciences or comparable professional

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is responsible for managing the customer support team for Enterprise Imaging customers of Optum. The qualified candidate will have knowledge and experience with healthcare workflow and customer support operations. Responsible for all customer support activities and the ultimate customer satisfaction results of the assigned team.

You’ll enjoy the flexibility to work remotely* from anywhere within Canada (expect for the Saskatchewan province) as you take on some tough challenges.

Primary Responsibilities:

Staff Management

• Responsible for supervising the technical support provided to customers for the Enterprise Imaging product suite
• Conduct real-time and retrospective monitoring of support analysts/team members to monitor productivity, metrics, and accuracy to guarantee that our customers receive excellent service
• Managing support teams who diagnose, troubleshoot and debug highly technical software
• Ensures team members are current with the latest technology within Healthcare IT
• Develop a consistent knowledge culture and delivery program to ensure staff and customers have access to relevant information
• Establishes operational objectives and responsibilities, assigns resources, and delegates responsibilities
• Staff performance management and objectives. Develop and implement innovative strategies for employee recognition, team building, professional growth, and development
• Provide necessary organizational information to team that helps facilitate understanding of the business unit’s vision and mission

Customer Support

• Develop Best Practices, including strategy, definition, roll-out planning, implementation, certification and results tracking
• Consistent, dynamic communications with customers to drive intimacy, customer productivity, customer success and alignment with Optum’s core values
• Provide regular feedback to the other management team members with respect to customer concerns and/or feedback
• Continually seek opportunities to increase customer satisfaction and improve customer relationships
• Continually seek feedback from customers. Analyze recommendations/metrics and implement improvements to work processes and quality management. Track and report results on new initiatives
• Traveling, on occasion, to customer sites to attend customer meetings and part of the on-call manager after-hours pager rotation
• Act as the first line of help for escalation management. Monitor escalated issues to ensure the proper urgency, progress, and communication occur internally and externally. Escalates to senior management in accordance with defined escalation procedures
• Establishes and maintains lines of communication with internal and across-department peers (product engineering and design, product deployment, upgrades, sales, etc.) on development, design, reliability, implementation, and maintenance issues. May be involved in customer installation and training programs

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Degree in the sciences, or comparable professional, or previous Healthcare IT experience
• 2+ years of experience within a progressive management and/or lead technical role
• 2+ years of IT Management experience

Preferred Qualifications:

• 2+ years of medical imaging experience
• 2+ years of support help desk management experience
• Proven knowledge of Imaging Informatics and or Healthcare IT

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Canada Residents Only: The salary/hourly range for Canada residents is $79,200 to $164,400 annually/per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.