Hearst Health ir uzņēmuma Hearst Communications veselības aprūpes tehnoloģiju nodaļa, kas koncentrējas uz atbalstu svarīgos cilvēka veselības ceļa brīžos. Ar tādu uzņēmumu palīdzību kā FDB (First Databank), Zynx Health, MCG, Homecare Homebase, MHK un QGenda tā nodrošina uz pierādījumiem balstītas klīniskās vadlīnijas, lēmumu atbalsta rīkus un veselības aprūpes darbaspēka pārvaldības risinājumus. Tās produkti ir izstrādāti, lai palīdzētu organizācijām plašā mērogā nodrošināt informētāku un efektīvāku aprūpi.
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.
Apraksts
- 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
Prasības
- 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
Priekšrocības
- 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