Tech Support Manager

Medically Home (“MH”) is a technology-enabled services company that provides the clinical intellectual property, technology platform, and coordination of acute rapid-response services that allow medical providers to safely shift advanced medical care from hospitals to patients’ homes. Through enabling its customer partners to create superior experiences and outcomes for patients, their families, and healthcare stakeholders, Medically Home is leading the charge in the innovation of healthcare delivery.

Summary:

The Technical Support Manager at Medically Home is a key position that will oversee the group that will provide world-class support to our team members, partners, and customers. The candidate must be self-motivated, mature, and responsible with excellent organizational, verbal, and written communication skills. Strong computer skills are required. You must be able to work independently within a dynamic team environment. We are looking for creative individuals who are, first and foremost, patient centered and can thrive in a fast-paced, rapidly changing, high-profile environment.

Reports to: Billy Lannan, IT Director
Location: Boston, MA

Principal Duties and Responsibilities:

• Believe in and act upon a customer-first mindset and possess a can-do attitude.
• Communicate and build collegial relationships with clinical staff, multidisciplinary colleagues, patients, and clients.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Act as a mentor to junior members of a growing Technical Support team.
• Respond promptly to customer inquiries.
• Communicate with customers through various channels.
• Acknowledge and resolving customer complaints.
• Know our products inside and out so that you can answer any questions that come your way.
• Keep records of customer interactions, transactions, comments, and complaints.
• Provide significant support for all aspects of our patient-facing hardware, including sourcing, inventory, configuration, testing, QA, and deployment of said technology.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process through reporting and presentations.
• Ensure customer satisfaction and provide professional customer support.
• Possess the ability to multitask and function in several roles – including in-field implementation support, customer training, and inventory management.
• Maintain documentation, as needed, to support the unique MHG care delivery model.
• Collaborate with leadership to develop and implement new processes and systems, including training and orientating new staff.
• Participate in the customer support on-call rotation
• Perform other administrative support duties as required.

Required Experience and Qualifications:

• BA/BS highly preferred, 5-7 years’ experience in a technical customer support role.
• Healthcare experience and prior management experience a plus.
• Independent problem-solving skills.
• Excellent organizational skills with attention to detail.
• High level of service deliverability including multi-tasking, ability to prioritize work and meet deadlines and adapt to a dynamic environment.
• Strong written and verbal communication skills.
• Computer literacy, including command of Microsoft Word, PowerPoint and Excel and customer support ticketing systems, with the ability to learn new software as needed.
• Comfort and competence with a variety of patient-facing hardware components.
• Ability to demonstrate respect and professionalism for patients’ rights and individual needs, including demonstrated ability to maintain HIPAA compliance and other confidentiality.
• Ability to work independently and as a team player.
• Analytical skills and ability to resolve technical problems if needed.
• Excellent customer service skills, including the ability to manage and triage complex telephone calls.
• Ability to stay calm when customers are stressed or upset.
• Comfortable working with a diverse patient population and multidisciplinary team, including nursing, physicians, and service providers such as PT, OT, skilled nursing, etc.
• Experience working with Level 2/3 customer support, software QA, and testing a plus.
• Ability to maintain a positive attitude and uphold MHG’s patient-centered culture.

Consistent with Medically Home’s values of serving our patients, customers, and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19, have their 1st booster against COVID-19 as well as seasonal influenza.

At Medically Home, we are committed to creating a diverse and inclusive environment. If you are excited about this role or about our company’s mission but you aren’t sure if your past experience ticks all the boxes in this job description - apply anyway. You might just be the right candidate for this or other opportunities in our organization.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.