As a Manager in the Patient/Consumer Support space, you will lead a team of analysts that supply phone, chat, and ticket support to patients using the Oracle Health Patient Portal solution. In this role, your responsibilities will include hiring, onboarding, planning, and directing the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department. As well as communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. Utilizing your knowledge of ideal outputs for Oracle Health, you will identify and lead team-level quality and process improvement initiatives. Leadership aspects include consistent and timely training, guidance, and feedback to encourage associate success, providing input on staffing and performance decisions for direct reports, and overall supervision of associates on your team.
Your responsibilities will include providing technical and functional leadership to your team and business. You will be responsible for driving the team's high quality support delivery via queue management and internal quality auditing of tickets and phone calls. Additionally, you will use your knowledge and skills to develop team members to achieve individual and team goals. You will communicate and implement plans for the team to deliver on operational targets and objectives. This position is considered Flex and in-office presence is expected, generally 1x per week.
What you’ll be doing:
- Managing and supporting a team handling customer/patient service requests and incidents
- Ensuring all support work is properly handled, documented, and escalated when necessary
- Maintaining quality standards for team and meeting customer SLAs
- Acting as an escalation point for complex issues
- Reviewing team performance and guiding them towards clear objectives
Basic Qualifications: At least 5 years total combined related work experience and completed higher education, including:
- At least 1 year of people management in customer service, call center, hospitality and/or technical support work experience
- At least 4 years additional work experience directly related to the duties of the job and/or completed higher education
Preferred Qualifications: Experience in IT Service Management systems, such as Service Now, and Contact Center Solutions
Career Level - M2