Manager, Enterprise Imaging Customer Support - Remote

Lensa; United States; Remote; USD 79,000 - 165,000; Full time

Job summary

A leading company is seeking a Manager for Enterprise Imaging Customer Support to oversee a remote team. This role involves managing customer support operations, ensuring satisfaction, and fostering a culture of knowledge sharing. Ideal candidates will have a degree in healthcare IT and management experience, with a focus on improving health outcomes.

Qualifications

• At least 2 years in progressive management or lead technical roles.
• Minimum 2 years of IT management experience.

Responsibilities

• Supervise technical support for the Enterprise Imaging product suite.
• Monitor support team performance and ensure excellent service.
• Manage escalated issues ensuring proper urgency and communication.

Skills

Healthcare workflow

Customer support operations

Technical support

Imaging Informatics

Education

Degree in sciences or healthcare IT

Job description

Manager, Enterprise Imaging Customer Support - Remote

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Lensa is the leading career site for job seekers at every stage of their career. Our client, UnitedHealth Group, is seeking professionals. Apply via Lensa today!

Optum, a global organization, delivers care aided by technology to help millions live healthier lives. Your work with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need. We foster a culture guided by inclusion, talented peers, comprehensive benefits, and career development opportunities. Join us to make an impact in the communities we serve and help us advance health optimization globally. Start your journey with Caring. Connecting. Growing together.

This position manages the customer support team for Enterprise Imaging customers of Optum. The ideal candidate will have healthcare workflow and customer support operations experience, overseeing all customer support activities and ensuring customer satisfaction.

You’ll enjoy remote work flexibility within Canada (excluding Saskatchewan) as you tackle challenging issues.

Primary Responsibilities

Staff Management

• Supervise technical support for the Enterprise Imaging product suite
• Monitor support team performance, productivity, and accuracy to ensure excellent service
• Manage support teams diagnosing, troubleshooting, and debugging complex software
• Keep team updated with the latest healthcare IT technology
• Develop knowledge-sharing culture and delivery programs for staff and customers
• Set operational objectives, assign resources, delegate responsibilities
• Manage staff performance, recognize achievements, foster team building, and support professional growth
• Communicate organizational information to align team with business vision and mission

Customer Support

• Develop best practices for strategy, rollout, implementation, certification, and tracking
• Maintain dynamic communication with customers to foster relationships and success
• Provide feedback to management on customer concerns and feedback
• Identify opportunities to improve customer satisfaction and work processes
• Gather and analyze customer feedback, implement improvements, and report results
• Travel occasionally to customer sites and participate in on-call rotation for escalations
• Manage escalated issues ensuring proper urgency and communication, escalating as needed
• Coordinate with internal departments on development, design, reliability, and training

We offer a performance-based environment with clear success criteria and growth opportunities.

Required Qualifications

• Degree in sciences or healthcare IT experience
• At least 2 years in progressive management or lead technical roles
• Minimum 2 years of IT management experience

Preferred Qualifications

• 2+ years in medical imaging or support help desk management
• Knowledge of Imaging Informatics or Healthcare IT

Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.

Salary range for Canada residents: $79,200 to $164,400 annually, based on experience and qualifications.

Our mission is to help people live healthier lives and improve health equity. We are committed to environmental sustainability and addressing health disparities. UnitedHealth Group is an Equal Opportunity Employer.