Technical Support Manager

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

We are in search of an experienced Customer Support Manager with expertise in Healthcare IT, specifically within the Enterprise Imaging sector. In this pivotal position, you will lead our dynamic 24x7 Customer First Support Operations teams in North America and Manila, ensuring the timely and effective resolution of customer issues and requests. All activities will be conducted in strict accordance with established business processes and relevant health regulations and authorities.

As a vital member of our team, you will play a key role in refining our business practices, enhancing the customer experience, and nurturing a culture of excellence within the department. Your responsibilities include overseeing all technical support and customer support activities, which encompass promptly responding to customer inquiries, assessing the scope of issues, resolving them, and, when necessary, escalating the matter to designated support teams while ensuring continued accountability for customer satisfaction. You will also be instrumental in ensuring that we are realizing customer goals and outcomes, serving as a central point of contact for customer escalations.

Additionally, this role entails managing and developing technical support resources within the region. Staffing levels and support locations are carefully coordinated with Regional Sales VPs and Regional Support Directors and Service Account Management to ensure the provision of high-quality and responsive service to both existing and new customers.

At the heart of this role is our unwavering commitment to empower our customers in their mission to deliver world-class healthcare to their patients and communities.

Primary Responsibilities

• Staff Management:
  • Responsible for overseeing the customer facing technical support and deployments for the Enterprise Imaging product suite.
  • Manage support teams tasked with diagnosing, troubleshooting, and debugging advanced medical software and hardware with confidence and urgency
  • Ensure team members stay updated with the latest technology and standard operating procedures along with associated best practices
  • Cultivate a consistent knowledge-sharing culture and implement a robust delivery program, ensuring both staff and customers can readily access vital information via our customer-facing knowledge base and Community
  • Performance management and goals for staff. Develop and implement innovative plans for recognition, team building, growth and development of staff
• Major Accountabilities:
  • Manages team members
  • Participate and contribute to the development of business plans to ensure continuity with other regional resources, financial guidelines, and operational objectives
  • Build morale and team spirit by applying the guiding principles of the high-performing team. Flexibly manage people and responsibilities in a quick-changing environment. Create teamwork throughout all levels of our support organization
  • Manage the relationship with Sales, Technical Account Managers, Customer Success Directors and representatives to establish a team spirit while maximizing customer satisfaction
  • Routinely provide forecasts of support engineer utilization and resource management concerning required staffing levels
  • Monitor support and system reports to ensure timely and accurate reporting of activities, equipment performance, and corrective actions
  • Implement business plans, compare performance to plan, and take actions to ensure meeting objectives.
  • Expedient resolutions of customer satisfaction issues to ensure the attainment of the highest level of quality and value
  • Initiate a continuing improvement strategy and plan for customer responsiveness to achieve the long-term objectives of the Support Department
  • Formulate and implement programs to train and develop support personnel in an ongoing and continuous fashion
  • The activities, actions, and responsibilities of this position are focused on creating and managing the processes and people necessary to bring about the timeliest and most cost-effective support delivery solutions for our customers
  • Engage in high-stakes customer escalations, often under stressful conditions, focusing on swiftly resolving issues or providing suitable workarounds due to the potentially significant impact on customers and patient outcomes.
  • Lead and ensure the safe and ethical process performance of complaint management in accordance with Health Canada and FDA regulations
  • Be available and responsive during off-hours to address critical customer issues and support your team effectively
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 7-8+ years of overall experience in customer and technicalhealthcare settings
• 3+ years of team lead or management experience leading technical teams, preferably in healthcare IT settings.
• Call Centre Experience or Remote Technical Support Teamsx
• Exceptional organizational aptitude with the flexibility to manage and prioritize multiple tasks seamlessly
• Articulate communication, both written and verbal, with a keen ability to convey complex or sensitive information with tact
• Demonstrated leadership prowess, characterized by a results-driven approach
• Proven track record in efficient planning, coordination, and staff motivation to ensure optimal resource utilization
• Resilient and adaptive, thriving in high-pressure, fast-paced environments
• Decisive problem-solving and decision-making abilities
• Innate customer service ethos, always seeking proactive ways to exceed customer expectations
• Collaborative team player, fostering unity and shared goals
• Proficient in conducting training sessions, delivering compelling presentations, and maintaining clear and professional interactions with customers and colleagues

Preferred Qualifications;

• Certifications in ITIL and/or Six Sigma
• Certified Support Manager (SCP)
• Third-Party Systems: Salesforce (Service Cloud / Omni Channel), Xmatters, Pager Duty, Amazon Connect, Microsoft Suite, Workday, Smartsheets, Concur, Confluence, Google Cloud Platform
• Industry Skills and Systems: Picture Archiving Communication System (PACS), Radiology / Cardiovascular Information Systems, DICOM, HL7, XDS, VNA, FHIR, EPIC or any EMR, Server\Workstation Operating Systems, Enterprise Storage Systems

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.