ORS Partners

  • Service Manager

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

    JOB SUMMARY: The Service Manager position is responsible for managing the technical aspects of our relationship with partners and customers, including facilitating meetings, managing escalations, prioritizing defects/enhancements, coordinating releases and collaborating on operational opportunities for improvement.

     

     

    Responsibilities

    Essential Functions:

    • Develop strong relationships with partner and premier customer operational, account management and product management personnel. 
    • Facilitate regular meetings with stakeholders, including formal agendas, meeting minutes, and action item follow ups.
    • 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.
    • Manage release communications and pre-release testing by reviewing new features and defect resolution prior to each InstaMed release. 
    • Identify opportunities for efficiency improvement through documentation, training or procedural changes, and coordinate execution.
    • Maximize revenue retention by identifying service and utilization trends, then developing and executing action plans to address the issues.
    • Monitor SLAs to ensure compliance and deliver monthly SLA reports when applicable.
    • Support projects associated with new InstaMed features and solutions.
    • Collaborate with InstaMed internal departments in support of you partners and customers.
    • Any other dutires applicabe to the position.

    Qualifications

    • 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 our solution suite and articulate our value proposition
    • Sound judgment in setting partner expectations and managing sensitive partner situations
    • Excellent organizational skills in daily activities
    • 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

    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.

     

    COMPANY PROFILE:

    InstaMed powers a better healthcare payment experience on one platform that connects consumers, providers and payers for every healthcare payment transaction. InstaMed’s patented, private cloud-based technology securely transforms healthcare payments by driving electronic transactions, moving money and healthcare data seamlessly and improving consumer satisfaction. Everyone benefits from InstaMed’s exclusive focus on healthcare, integration into any healthcare IT system, robust analytics and proven scale.

     

    InstaMed is an Equal Opportunity Employer.

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