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Hearst Health
Hearst Health
1,001 – 5,000 कर्मचारी
SaaSस्वास्थ्य बीमास्वास्थ्य सेवा
Hearst Health, Hearst Communications का स्वास्थ्य सेवा प्रौद्योगिकी प्रभाग है, जो व्यक्ति की स्वास्थ्य यात्रा के महत्वपूर्ण चरणों में सहायता देने पर केंद्रित है। FDB (First Databank), Zynx Health, MCG, Homecare Homebase, MHK और QGenda जैसे व्यवसायों के माध्यम से यह साक्ष्य-आधारित नैदानिक मार्गदर्शन, निर्णय-सहायता उपकरण और स्वास्थ्य सेवा कार्यबल प्रबंधन समाधान प्रदान करता है। इसके उत्पाद संगठनों को बड़े पैमाने पर अधिक सूचित और कुशल देखभाल प्रदान करने में सहायता करने के लिए बनाए गए हैं।
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कंपनी की नौकरियाँ

Senior Customer Support Lead

Lead escalated customer support, coach an eight-person team, and improve quality operations for FDB healthcare data solutions. The role also advances AI adoption and clinical review practices.

USसंयुक्त राज्यCAकैलिफ़ोर्निया
$72,000 – $86,000 / वर्ष
हाइब्रिडपूर्णकालिकवरिष्ठआवश्यक भाषा: अंग्रेज़ीग्राहक सहायता

विवरण

  • Resolve complex customer cases while staying active in the support queue
  • Oversee daily queue flow, distribute work, and meet service targets
  • Assess challenging cases and run brief, recurring quality reviews
  • Coach frontline representatives and build skills across both support tracks
  • Promote AI use by demonstrating assisted workflows and coaching teammates to proficiency
  • Refer ongoing gaps in AI adoption to the Manager as performance concerns
  • Monitor AI errors and quality patterns, then share findings with the AI Knowledge & Support Operations Owner
  • Keep support procedures current and secure clinical review for every AI-assisted response involving drug or clinical information
  • Update team scorecards for cases resolved, productivity, resolution time, FCR, CSAT, and reopened cases
  • Keep quality reviews on schedule and maintain the AI error feedback process
  • Develop representative skills and help prevent unnecessary escalations

आवश्यकताएँ

  • Demonstrated senior-level performance in frontline or technical support at FDB or a comparable organization
  • Ability to coach and mentor colleagues
  • Able to build trust with both representatives and consultants
  • Familiarity with common pharmacy terminology is preferred but not required
  • Available to work onsite at least three days each week
  • Able to work in San Francisco, California, or Carmel, Indiana

लाभ

  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Long-term disability coverage
  • Life insurance
  • 401(k) plan with employer matching
  • Flexible spending account
  • Paid holidays
  • Paid time off
  • Employee assistance program
  • Additional company benefits
  • Competitive benefits package