Clinical Application Support Manager

Full Time
Scottsdale, AZ 85253
Posted
Job description

Scottsdale, AZ

Remote

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our corporate team!

ROLE OVERVIEW

We are looking for a highly skilled Clinical Application Support Manager to partner with the Clinical Application Support Director to scale a team that delivers world class support. The ideal candidate has previous Tier 2/3 support experience, healthcare software (EHR/PM) support, and supervisory experience. If you possess a passion for delivering outstanding customer support by resolving software-related issues and are a great leader able to empower and motivate a growing team, we encourage you to apply.

RESPONSIBILITIES

  • Coach and mentor direct reports to help them grow personally and professionally, finding growth opportunities for them to progress towards their goals and aspirations
  • Manage the day-to-day operations, goal setting, and performance management of team of clinical Application Support Specialists; manage performance based on KPIs
  • Identify efforts to scale via improved tooling, more robust documentation, training, and creative support initiatives
  • Implementing operational efficiencies to drive strong CSAT and timely resolutions
  • Assist Director of Clinical Application Support with strategic support initiatives
  • Develop and execute Support quality programs
  • Work with Operations Leadership in your assigned region to ensure technical issues are resolved in a timely manner and prioritized

SKILLS & EXPERIENCE
  • Bachelor’s degree or equivalent experience
  • 2+ years of experience in a customer support role; 1+ year of experience in a leadership position
  • Skilled with Customer Service platforms and ticketing technologies such as ManageEngine or ServiceNow
  • Experience with various EHRs or PMs (practice management systems) a plus
  • Strong leadership and people management skills
  • Process and efficiency expert with knack for identifying bottlenecks and implementing solutions
  • Clear communicator, thoughtful listener, and highly perceptive
  • Strong critical thinking and problem-solving skills
  • Qualified candidates must be legally authorized to be employed in the United States
  • LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status
  • Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture

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