Supervisor, Implementation Service

Job Description

Job Description: Duties/Responsibilities: Knowledgeable of All platforms and processes to implement key workflows. May have expertise in one or more of the following platform areas: InSync, Credible, CareLogic and OnCall. Ability to solve complex platform issues and manage customer interactions. Provide direct support to customer and employees on complex software issues. Maintain a deep understanding of all Clinical/Billing functionality and configurations .Point of escalation for all matters specific to assigned tasks. Build and maintain strong customer relationships by ensuring the timely and successful delivery of solutions per customer needs and requirements. Provide direct support to customer and employees on complex software issues. Maintain a deep understanding of all Clinical/Billing functionality and configurations .Point of escalation for all matters specific to assigned tasks. Build and maintain strong customer relationships by ensuring the timely and successful delivery of solutions per customer needs and requirements. Provide supervision to a small team of direct reports and serve as a point of escalation for hand’s-on research and resolution of more complex usage issues and/or escalated customer concerns. Interacts daily with subordinates and/or functional peer groups. Interaction normally involves exchange or presentation of factual information. Conveys straightforward information to audiences. Daily management of SLO (Service Level Objective) adherence for all customer requests within the team; including proactive customer outreach and assistance with customer issues to team members and 50% productive utilization. Serve as day-to-day lead for direct reports providing regular and timely mentorship and performance coaching. This includes having regular staff 1:1’s, conducting performance reviews, creating development plans with implementation of department manager, assisting with hiring, handling administrative supervisory duties such as timesheet approval, time-off requests and scheduling management. "Bachelor's degree preferred Strong interpersonal skills. 2.5 years of Qualifacts software experience Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.