Technical Services Manager
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Job Description
Manager, Technical Services managing technical support for EIQ products in a healthcare revenue cycle management company. Leading issue resolution and developing client service strategies for improved user satisfaction.
Responsibilities:
- Responsible for managing the Analyst(s) and Senior Analyst(s), Technical Services, support expectations, department objectives, and career path development.
- Technical aptitude and ability to troubleshoot complex software functionality issues.
- Serve as an escalated point of contact for the client and oversees the delivery of a high level of quality service to ensure satisfaction with our products and services.
- Manage timely review, escalation and/or resolution of software issues to ensure the needs of the organization and the clients are met.
- Develop and maintain a professional relationship with the client to promote software engagement through best practice workshops, education, and exceptional support.
- Support software automation and optimization initiatives and technical capabilities.
- Ability to research and analyze data anomalies.
- Assist with new client implementations and upgrades for existing clients.
- Document and communicate software issues to ensure clients' requirements are met.
- Identifies, communicates, and works to resolve complex data quality issues.
- Collaborate with technical staff to create strategic plans to deliver services.
- Support continuous improvement processes to improve quality and performance.
- Provide training to technical staff on major changes to processes.
- Utilize SQL to write and provide ad hoc reporting.
- Experience working with real-time data integration (HL7) or managing daily file intake processes for software solutions.
- Knowledge and experience working with interface engines such as Cloverleaf, Mirth or Corepoint.
- Previous knowledge of Caristix or HL7 Spy is a plus.
- Experience working with electronic health record (EHR) systems.
- Support the implementation of new technology solutions and maintain essential software operations.
Requirements:
- 5 to 7 years of related job experience
- Bachelor’s degree or equivalent experience
- Proficient with Microsoft Office Suite or related software
- Experience and understanding of HL7 (ADT, SIU, etc.)
- Experience and proficiency with SQL
- Exceptional organization, communication (verbal and written), and time management skills
- Exceptional interpersonal skills with abilities to explain technical issues to technical and nontechnical staff.
- Strong analytical and problem-solving skills
- Ability to prioritize deliverables is a must
- Ability to own and resolve problems.
- Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.
Benefits:
- healthcare
- time off
- retirement programs
- well-being programs
- professional development
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