ORS Partners

  • Technical Excellence Service Manager

    Job Locations US-PA-Philadelphia
    # of Openings
    1
    Category
    Customer Service / Call Center
  • Overview

    JOB SUMMARY: InstaMed is looking for self-motivated, proactive, results-oriented candidates who want to excel and learn in an open, professional, team-oriented environment. Individuals in this position will have the opportunity to directly impact revenue retention and revenue growth. The Service Manager is responsible for managing and growing relationships with InstaMed’s enterprise accounts, which include hospitals and large healthcare organizations. 

    Responsibilities

    Essential Functions:

    • Develop strong relationships with partner and premier customer operational, account management and product management personnel to ensure a strong partnership 
    • Maximize revenue retention by identifying service and utilization trends, then developing and executing action plans to address the issues
    • Manage issue escalations by identifying the scope of the issue, containing the impact, managing the positioning and communication, and ensuring the issue is brought to resolution
    • Collaborate with partners and premier customers on the analysis and prioritization of defects and enhancements. Then coordinate internal prioritization and position timing expectations
    • Identify opportunities for efficiency improvement through documentation, training or procedural changes, and coordinate execution
    • Manage release communications to review new features and defect resolution prior to each InstaMed release 
    • Support projects associated with new InstaMed features and solutions
    • Monitor SLAs to ensure compliance and deliver monthly SLA reports
    • Facilitate regular meetings with stakeholders, including formal agendas, meeting minutes, and action item follow ups
    • Collaborate with InstaMed internal departments in support of partners
    • Any other duties as applicable to the position

    Qualifications

    • Minimum of 2 years’ experience in a healthcare industry
    • Minimum of 2 years’ experience in a customer-facing position
    • Healthcare technology experience preferred
    • Bachelor’s Degree or higher
    • Ability to effectively build strong relationship with partner and customer stakeholders
    • Ability to respond quickly and effectively to inquiries and escalations
    • Ability to quickly learn and understand InstaMed’s solution suite and articulate our value proposition
    • Sound judgment in setting partner expectations and managing sensitive partner situations
    • Excellent organizational skills in daily activities 
       

    HIGH-GROWTH ENVIRONMENT:

    The candidate will be operating in a high-energy, high-growth environment. This is an excellent opportunity for individuals looking to excel and learn in an open, professional, team-oriented environment, and grow their career with an industry innovator and recipient of several industry awards.

     
    COMPENSATION:

    We offer a competitive compensation package. Benefits include medical, dental, vision discount program, short-term disability, long-term disability, life insurance, stock options and 401(k).

     

    COMPANY PROFILE:

    InstaMed is a rapidly growing healthcare technology company that has established itself as a leader in the emerging market of healthcare payments. InstaMed’s solutions are delivered via its proprietary cloud-based platform and network of healthcare providers and payers. We are seeking motivated candidates to join our dynamic and growing company.

     

    InstaMed is an Equal Opportunity Employer.

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