Supervisor of Managed Services

Summary

Join Global Healthcare Exchange (GHX) as a Provider Managed Services professional and deliver exceptional customer service to internal and external clients. This lead position, based in Atlanta, focuses on customer satisfaction and team development. You will oversee managed services offerings, collaborate with customers to enhance product utilization, and provide support through various channels. The role involves project management, process improvement, team mentoring, and problem-solving. You will also contribute to new system enhancements and performance action plans. Travel up to 40% may be required.

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
• 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
• 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
• Travel may be required (up to 40%)

Preferred Qualifications

Product knowledge of GHX products or relatable customer service experience preferred

Benefits

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