Supervisor - Customer Support

General Summary :

This Support Operations position is responsible for excellent customer service to both internal and external customers. This role encompasses support delivery, product education, process education, and career growth and development. This position is a lead position based in the Louisville office that is responsible for customer satisfaction and the development of direct reports. Support Operations seeks a motivated, detail-oriented professional who thrives in a fast paced and ever-changing work environment. This position oversees GHX Customer Support offerings and other products and services that fall under this classification. This position will report to the Manager, Operations Support. The Supervisor of Support Analyst executes various work requests and tasks for career development, corrective action, customer support satisfaction, and special projects as assigned.

This position requires effective time management skills, a passion for excellent customer service, performance excellence, attention to detail, and a high level of integrity and work ethic

Job Description

• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
• Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when appropriate.
• Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction.
• Provide clear and actionable instructions to Analysts for daily tasks and project work.
• Demonstrate effective time management of projects and meetings while adhering to deadlines.
• Mentor team members, refine processes, and develop resource materials.
• Mentor direct reports for career development and leadership skills.
• Improve self and team work ethic through continuous coaching and education.
• High level oversight of customer activity and account health to increase adoption of GHX’s recommended practices.
• Critically think to resolve technical problems and work cross-functionally when needed.
• Coordinate launch schedules of assigned product offering base and raise staffing needs to management
• Assist with identification and development of new system enhancements to benefit department offerings.
• Independently identify and execute performance action plans to increase engagement of the customer.
• Create, learn, revise, and communicate established process to all team members including internal management.
• Maintain a high performing team and analyze process for areas of improvement and quality assurance.
• Travel may be required (up to 10%)

Required Skills/Competencies

• Proficiency in Microsoft Office applications, with advanced knowledge of Excel
• Ability to monitor & evaluate performance using KPIs not limited to CSAT, Occupancy, Shrinkage, Attrition, Productivity, Quality etc.
• Bottom Quartile Management, Employee Satisfaction.
• Ability to work with little direction or guidance
• Create outlines of projects and process documentation of GHX Support procedures
• Determined, detail-oriented, and proactive individual
• Strong accountability and integrity
• Strong customer support and management skills
• Clear and effective verbal and written communication
• Salesforce knowledge or a relatable CRM tool (Zendesk)
• Webinar and other live training experience
• Ability to identify and solve internal and customer problems and increase customer efficiency and product value
• Proven ability to identify and solve problems and increase efficiency and product value
• Ability to locate areas of cost-saving enhancements or product improvements for a given product or service
• Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives

Required Education, Certifications, and Experience

• Bachelor's degree OR a minimum of 2 years of direct experience within the healthcare and/or supply chain industries.
• Overall 4+ years of professional experience.
• Minimum of 2 years of experience in a team-oriented supervisory role or an equivalent leadership capacity.
• Strong organizational and project management skills
• 2+ years of experience in areas such as project management, customer success, training, and/or customer service.
• Proficiency in Microsoft Office Suite, with strong capabilities in Microsoft Excel, Word, and PowerPoint
• Strong organizational skills and demonstrated project management abilities.
• Prior experience within Supply Chain, MedTech – SaaS, Healthcare Revenue Cycle Management (RCM), Procurement, Material Management, or Customer Operations departments history preferred
• Product knowledge of GHX products or relatable supply chain experience preferred

GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.