Medecision

Director, Client Support & Services

US-PA-Wayne
Job ID
2017-1525

Overview

Medecision is transforming healthcare one cool app at a time!

 

Are you the kind of person that is motivated by the challenge of a dynamic, changing market? Can you utilize and exploit progressive systems and processes to satisfy urgent business needs? Are you a good partner with your teammates; driven to execute team and individual commitments that align with business vision? Does the idea of a high visibility and high impact role in a medium sized, growing company excite you? Are you interested in being part of a team that strives to achieve high business impact, execution excellence and has a lot of fun while we are doing it? Are you ready? We are! Join us in our journey towards liberating today’s fragmented healthcare systems to Connect Care Everywhere.

 

Medecision is looking for a Director, Client Support & Services, a passionate power contributor who blends solid leadership, change management, and operations skills with proven customer support and technical service experience. 

 

THIS JOB MIGHT BE FOR YOU, IF…

 

You, as the Director, Client Support & Services, have the ability and passion to oversee an entire enterprise support organization across various teams and locations. You will provide strategic direction for the customer support and technical service functions.

 

Reports to:  Chief Information Officer

Location(s): Dallas, TX; Philadelphia, PA; Remote

Responsibilities

YOU’RE GOOD AT:

 

  • Creating the vision and strategy for the Client Support and Services organization
  • Defining the operating model to deliver world class services and increase the client success and overall experience
  • Ensuring staff are trained and experienced in the areas of client workflows, application performance, and infrastructure services within a SaaS environment
  • Leading in the introduction and deployment of best practices for service support processes. Ensures audit readiness; develops and delivers process documentation and training
  • Ensuring team readiness, execution excellence, high productivity, and success
  • Leading technology teams on planning and execution of programs, projects and client enhancements
  • Developing meaningful metrics and reporting of service delivery performance across the enterprise
  • Overseeing and supporting SLA reporting and governance
  • Evaluating, defining, developing, and deploying new service support processes and/or Enhancements with existing processes
  • Overseeing the performance of service support staff; their budget and staffing needs
  • Performing executive level escalation management

Qualifications

YOU HAVE:

 

  • Degree in Computer Science or related field
  • 8+ years managing support centers and software implementation functions
  • High degree of technical and management expertise on SaaS platforms, services, and technical operations best practices and operational efficiencies
  • High degree of technical and management experience in Service Management, Continuous Delivery, and Service and Process Improvement to achieve operational efficiencies that deliver exceptional services to clients
  • Healthcare IT experience
  • ITIL certification or full working knowledge
  • Exceptional organizational, department, and client leadership
  • Executive level communication, builds trust and strong relationships with customers
  • Effective leadership and direction under pressure
  • Flexibility and ability to adapt and manage effectively in a continuous change and high performing environment
  • Ability to promote a positive attitude throughout the organization, effective at inspiring and motivating department through any challenge and drives execution excellence and success

 

REQUIRED COMPETENCIES:

  • Vision and strategy: Define the vision and strategy for client success with success measures and metrics ensuring the support organization enhances the customer experience while meeting Medecision’s business goals
  • Client commitments: Follow through on all client commitments for project status, incidents, requests and overall performance reporting providing
  • Our mission is to Serve the Business, Enable the Business and Transform the Business.

 

 

OUR CULTURE DRIVES US

It’s not all about what we do. It’s as much about how we do it. Medecision team members show up. We consistently exemplify our 6 core values of success:

  • Execution. Service – We deliver “standing ovation” service. Speed – We are Agile. Ownership— We all take ownership and responsibility for how we deliver our promises, how we spend money, who we hire, what we build and how we help one another grow.
  • Passion. We show an infectious emotional commitment to our work because what we do is important to our customers, one another and ourselves.
  • Partnership. We are all in this together, without boundaries. Our internal/external network contains the solutions we need: we’ll continuously seek them out, use them and improve them.
  • Leadership. We are Medecision’s brand. We are experts in care management, care coordination and healthcare information and technology. We lead our clients to excellent results by providing our expertise on best practices, industry trends, solutions development and innovations. We are moving in sync with an evolving industry. There is no problem we cannot solve.
  • Innovation. We are in a constant state of discovery, inventiveness, thinking outside the box, and leading others internally and externally to do the same.
  • Candor. Medecision communicates in a sincere, direct and famil­iar way. We address conflict directly and escalate issues internally and externally to address conflict with speed and partnership.

Join us in our quest to liberate healthcare!

 

This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment. Medecision is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace.

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