Client Support Operations Manager
4 days ago
About Specialist Direct
We are a leading telehealth company specializing in organ transplant services. Our cloud-based diagnostic solutions have improved organ utilization and increased placements nationwide.
The Role
As our Client Support Manager, you will oversee our 24/7 Client Support team, ensuring seamless client interactions and efficient workflow processes. You will manage a team, streamline processes, and collaborate with medical professionals, stakeholders, and clients to drive success.
This position offers flexibility with a hybrid work schedule and limited travel. You will report directly to the VP of Operations and work closely with a growing team to improve client satisfaction and outcomes.
Key Responsibilities
- Lead and optimize Client Support operations to enhance organ placement rates and client satisfaction.
- Oversee escalations and critical situations on a 24/7 schedule, ensuring quick resolution and strong client relationships.
- Manage a distributed team of Client Support Specialists and foster growth and training within the team.
- Partner with the Director of Client Success to ensure new client expectations are exceeded during onboarding.
- Collaborate closely with medical specialists, transplant centers, and organizational partners to ensure seamless diagnostic processes.
- Manage ad-hoc projects to continuously improve Client Support best practices.
Required Skills & Qualifications
- Minimum 5 years of experience leading Client Support or operational teams within healthcare, telemedicine, or a SaaS related field.
- Strong decision-making abilities in high-priority, fast-paced environments, with a proven track record of leadership in healthcare or telehealth operations.
- Extensive experience with direct, high-touch, high-priority client interactions.
- Expertise in operational process improvements, particularly in enhancing client confidence when utilizing our technologies.
- Proficient in the use of technology to manage workflows, with experience in training teams on new tools and processes.
- Excellent communication and problem-solving skills, with the ability to anticipate and prevent issues proactively.
- Bachelor's degree required, with additional certifications or advanced degrees in healthcare administration or a related field preferred.
- Familiarity with organ donation or transplant services is a strong plus.
Benefits & Perks
- Competitive compensation package, including salary, medical/dental benefits, 401(k), and the opportunity for bonuses and stock options.
- Flexible, hybrid work schedule.
- Unique opportunity for professional growth and rapid advancement in an early-stage, high-growth company making a real difference in healthcare.
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