Technical Support Manager

Management (Information & Communication Technology)

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 10 – 15 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.

What skills/attributes are a must have:

• 7-8+ years of overall experience in customer and technical healthcare settings.
• 3+ years of team lead or management experience leading technical teams, preferably in healthcare IT settings.
• Call Centre Experience or Remote Technical Support Teams.
• 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.

Nice to Have Skills:

• Certifications in ITIL and/or Six Sigma are highly regarded.
• 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

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care must go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.

Your application will include the following questions:

What's your expected monthly basic salary?

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. We're a leading health solution and care delivery organization.

As part of a Fortune 5 enterprise, we are improving the health care experience of over 132 million people around the world. We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. We're a leading health solution and care delivery organization.

As part of a Fortune 5 enterprise, we are improving the health care experience of over 132 million people around the world. We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together

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