Associate Manager Product Support - Fully Remote

Practice Fusion
Houston, TX Remote Full Time
POSTED ON 10/27/2022 CLOSED ON 12/1/2022

Job Posting for Associate Manager Product Support - Fully Remote at Practice Fusion

At Practice Fusion, an Allscripts company, we're working together to reshape the future of healthcare. We're on a mission to help small, independent practices thrive by offering best-in-class, affordable products that allow them to focus on what matters most – caring for their patients.

Practice Fusion is a leader in the electronic health record space with over 80 million patients served by doctors using our platform. Our award-winning, cloud based ambulatory EHR platform helps physicians thrive in an increasingly complex world by coordinating patient care.

We're enthusiastic and committed partners with our clients, and we're growing! We're dedicated to connecting doctors, patients, and data to drive better health and save lives.

Job Summary

Contribute to customer satisfaction of Practice Fusion clients by managing the Product Support Consultants and ensuring that the team is performing at optimum level of efficiency and quality.

Essential Functions

  • Work with Product Support Manager/Director to bring/maintain client satisfaction to a level that the customer will act as a product promoter.
  • Manages and directs the activities of the Product Support Consultant job family. Ensures team members receive adequate training to perform duties and responsibilities effectively. Works with Product Support Manager/Director to ensure team is adequate to handle call volume.
  • Identifies support priorities and clients that require special handling to maintain client satisfaction.
  • Identifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance.
  • Create, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Product Support team.
  • Forecast reporting and performance reporting.
  • Management of project plans to ensure timely delivery of outcomes.
  • May perform responsibilities of subordinates in their absence.
  • Creates weekly schedules/rotation for the Product Support Consultants and monitors adherence.
  • Induct new joiners in order to quickly maximize performance
  • Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
  • Allocate work load to fully utilize every employee's talent
  • Implement development plans and coach for individuals to reach their maximum talent
  • Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
  • Recognize high performers to maintain motivation and retain key talent
  • Regularly communicate on company news and team progress against business plan
  • Create team spirit

Job Requirements

  • Bachelor's Degree in Business or Computer Science or equivalent relevant business experience (Preferred)
  • 5 years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred)
  • Call center experience (Preferred)
  • 0-2 years relevant leadership experience (Preferred)

Must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for employment with Allscripts.

At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Allscripts policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Allscripts is proud to be an equal opportunity workplace dedicated to pursing and hiring a diverse and inclusive workforce.

From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans

This is an official Allscripts Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.

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