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Hearst Health
Hearst Health
1.001 – 5.000 Angajați
Asigurare de sănătateAsistență medicalăSaaS
Hearst Health este divizia de tehnologie medicală a Hearst Communications, axată pe sprijinirea momentelor esențiale de-a lungul parcursului de sănătate al unei persoane. Prin companii precum FDB (First Databank), Zynx Health, MCG, Homecare Homebase, MHK și QGenda, aceasta oferă îndrumare clinică bazată pe dovezi, instrumente de sprijin pentru luarea deciziilor și soluții pentru gestionarea forței de muncă din domeniul medical. Produsele sale sunt concepute pentru a ajuta organizațiile să ofere îngrijiri mai bine fundamentate și mai eficiente, la scară largă.
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Locurile de muncă ale companiei

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.

USStatele Unite ale AmericiiCACalifornia
72.000 $ – 86.000 $ / an
HibridNormă întreagăSeniorLimbă Obligatorie: englezăAsistență clienți

Descriere

  • 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

Cerințe

  • 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

Beneficii

  • 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

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