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PracticeTek
PracticeTek
501 – 1 000 Darbuotojai
B2BSaaSSveikatos priežiūra
PracticeTek develops and invests in software and services for retail healthcare providers. Its SaaS tools help clinics improve patient experiences, reach new patients, and manage day-to-day operations across fields including dentistry, optometry, physical therapy, and dermatology. The company brings together healthcare technology brands and provides shared services and growth support to its portfolio companies and independent practices.
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Director of Customer Support, Shared Services

Lead support for Payments, Clearinghouse, and Account Services at healthcare technology company PracticeTek. Improve service quality, operational performance, escalations, and cross-functional delivery.

USJungtinės ValstijosCAKalifornija
130 000 $ – 150 000 $ / metai
HibridinisVisas etatasVadovasPrivaloma Kalba: anglųKlientų aptarnavimas

Aprašymas

  • Set the shared-services support strategy and operating model for Payments, Clearinghouse, and Account Services.
  • Develop managers and teams through clear responsibilities, domain expertise, capacity planning, quality standards, and accountability for customer outcomes.
  • Manage service performance across customer satisfaction, first-contact resolution, responsiveness, resolution times, backlog health, escalation quality, and cost to serve.
  • Create consistent incident and escalation practices with defined ownership, cross-team coordination, and timely customer updates.
  • Turn enterprise Support strategy into a roadmap and operating model for Payments, Clearinghouse, and Account Services.
  • Standardize case intake, routing, ownership, service commitments, handoffs, and escalation paths.
  • Set coverage and severity models based on customer needs, issue complexity, business impact, and risk.
  • Plan staffing, capacity, operating cadences, and readiness for volume changes, releases, migrations, and scheduled changes.
  • Deliver accurate, prompt, and consistent support across Payments, Clearinghouse, and Account Services.
  • Resolve major escalations and service disruptions with thorough documentation and proactive communication.
  • Coordinate complex cases with Product, Engineering, Finance, Implementation, Security, Risk and Compliance, and external partners.
  • Hire, coach, and develop managers and team members.
  • Create quality assurance, case review, calibration, coaching, and technical enablement programs.
  • Govern knowledge management and improve content accuracy, currency, searchability, and frontline use.
  • Streamline workflows and identify opportunities for self-service and automation.
  • Work with Customer Success Operations and Data, Reporting and Analytics on reporting, demand, capacity, and improvement priorities.
  • Track contact drivers and root causes to generate customer and product insights.
  • Lead cross-functional operating reviews, assign owners, monitor corrective actions, and reduce avoidable contacts and escalations.
  • Work with Security, Legal, Finance, Risk and Compliance, Product, and Operations to keep procedures and incident response aligned with applicable controls and policies.
  • Report performance, risks, decisions, and roadmap progress to senior leaders.

Reikalavimai

  • Bring at least 10 years of progressive experience in Customer Support, Technical Support, Customer Operations, or a related service function.
  • Have at least 5 years of experience leading managers and teams.
  • Show a record of leading multi-function shared-services or support organizations in B2B SaaS, healthcare technology, financial technology, or another complex service setting.
  • Bring expertise in payments, healthcare clearinghouse or EDI services, or account services.
  • Have managed customer satisfaction, first-contact resolution, response and resolution performance, backlogs, escalations, workforce capacity, quality, and cost to serve.
  • Have experience with incident management, operational controls, risk-aware processes, vendor or partner coordination, and service continuity in trusted or regulated settings.
  • Have working knowledge of CRM and ticketing platforms, knowledge-management systems, workforce planning, quality programs, workflow automation, and self-service tools.
  • Demonstrate strong analytical and systems-thinking abilities.
  • Bring excellent leadership, communication, and relationship-building skills.
  • Be able to influence senior leaders and partners without relying solely on formal authority.

Privalumai

  • Options for comprehensive health, dental, and vision coverage.
  • Wellness benefits for lifestyle, behavioral health, and overall wellbeing.
  • Flexible paid time off.
  • Sick leave.
  • Ten company-paid holidays.
  • 401(k) plan with company match.
  • Culture Committee initiatives that encourage connection, enjoyment, and belonging.
  • Additional compensation, such as bonuses or equity, where applicable.
  • Flexible opportunities to work across multiple brands, with support for career growth and ongoing development.

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