Exchange Managed Services Supervisor

Summary

Join Global Healthcare Exchange (GHX) as a Provider Managed Services Supervisor in Atlanta! This lead role focuses on excellent customer service, project delivery, and team development. You will oversee Managed Services offerings, mentor direct reports, and collaborate with internal and external stakeholders. The position requires strong customer support, project management, and technical problem-solving skills. A Bachelor's degree or equivalent experience is needed, along with proficiency in Microsoft Office applications. Travel up to 40% may be required. GHX offers a competitive compensation package including health, vision, dental insurance, life insurance, 401k matching, paid time off, and education reimbursement.

Requirements

• Proficiency in Microsoft Office applications, with advanced knowledge of Excel
• Ability to work with little direction or guidance
• Create outlines of projects and process documentation of MT POA Managed Services offering
• Determined, detail oriented, and proactive individual
• Strong accountability and integrity due to sensitive nature of information
• Strong customer support and management skills
• Clear and effective verbal and written communication
• Salesforce knowledge or a relatable CRM tool
• Webinar and other live training experience
• Ability to identify and solve internal and customer problems and increase customer efficiency and product value
• Prior account management or relatable experience
• 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
• Bachelor’s degree or 4 years of healthcare and/or supply chain experience
• Experience in a team-oriented supervisor role focusing on project management, customer success, training, and/or customer service
• Proficiency within the Microsoft Office Suite, particularly Microsoft Excel, Word, and PowerPoint
• Strong organizational and project management skills
• Self-motivated with the ability to adapt to innovative technologies and continuously improve processes
• A demonstrated commitment to diversity, equity, and inclusion, with a track record of providing unique contributions and promoting a culture of openness and respect

Responsibilities

• Collaborate with customers to increase understanding and utilization of the Managed Services offering
• 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 delivery managers and managed service analysts for daily tasks and project work
• Oversee and manage implementation of managed services solutions for new customers
• 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

Preferred Qualifications

• Product knowledge of GHX products or relatable customer service experience preferred
• Proven ability to lead and mentor teams, with strong facilitation and collaboration skills
• A strong commitment to customer satisfaction, with the ability to manage client relationships effectively

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement