Responsible for providing quality and efficient customer service to clients through the daily management of Net Health’s xfit Customer Support Team to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting Manager of Customer Support with analyses of performance, forecasting, staffing, training, scheduling, reward/recognition, etc. and the development and implementation of performance improvement programs as needed.
What You Will Need To Do:
Provide daily direction and communication to employees so that customer service cases are responded to and resolved according to department best practices. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Define and maintain the agenda for weekly team meetings to ensure relevant information from other departments is disseminated to team.
Coordination with leads from other departments on joint projects and to promote effective communications between teams.
Provide statistical and performance data to the Manager of Customer Support including analyses of patterns and trends of customer feedback and utilization data
Provide performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
Ensure employees have appropriate training and other resources to perform their jobs. Oversee continuing education and proficiency validation of support staff.
Ongoing development and maintenance of a formal knowledge base
Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
Assist Manager of Customer Support with the operations of overall Client Services department to include analyses of performance, forecasting, staffing, training, scheduling, reward/recognition, etc. and the development and implementation of performance improvement programs as needed.
Work as a member/leader of special and/or on-going projects that are important to area/process improvement.
Assist the Manager of Customer Support with budget preparation and monitoring.
Share continual responsibility for deciding how to manage the employees ensuring cases are handled efficiently and effectively.
Assist the Manager of Customer Support to establish and document work procedures and processes that support company and departmental standards, procedures, and strategic directives.
Perform daily/core job functions of direct reports if needed to ensure customer service standards are met during periods of high volume, unforeseen understaffing, etc.
Serve as the first point of escalation for client concerns, issues, etc.
Use appropriate judgment in upward communication regarding department or employee concerns.
At least 2 years of team lead experience in a helpdesk/call center environment.
Ability to work with multiple internal departments
Very strong teamwork ability, time management skills and ability to multitask
Strong writing, communication, problem solving and analytical skills
Knowledge of SQL a plus
Working knowledge of MS Windows and MS Office (including email) as well as internet browser operations.
Experience in customer service and/ or software support
Net Health is the leader in software solutions for specialized outpatient care. Known for being Experts in The Art of the Right Fit™, our fully interoperable EHR solutions serve eight medical specialty markets. Offering clients an end-to-end solution that includes practice management tools, clinical workflow documentation, revenue cycle management, and analytics, Net Health serves healthcare profe...ssionals in 3,000 urgent care, wound care, physical therapy, speech and language therapy, occupational therapy, occupational medicine, employee health, and workplace medicine facilities. Many of the biggest names in health care use Net Health products and services every day because we’re committed to strengthening patient care, outcomes, and facility performance.
Net Health has corporate offices in Pittsburgh, PA (headquarters), Altoona, PA, and Nashville, TN. Collectively, we are innovative in the way we think, compete, collaborate, and act. We believe in stretching experiences, inspiring environments, and creating beautiful output for clients and employees. Nationally, we're proud to be a member of the Inc. 5000 honor roll, having made their list of fastest growing private companies five times (most recently this year). Our employees' feedback earned us a coveted spot on Modern Healthcare magazine's 2014 Best Places to Work list. Regionally, we've been named among the Best Places to work in both Pennsylvania and Nashville. Employees are here to grow—professionally, personally, and in our communities.