Customer Support Manager, Electronic Medical Records

Job Description

Business
GE Technology Infrastructure

Business Segment
Technology Infrastructure - Healthcare

About Us
GE Healthcare provides transformational medical technologies that are shaping a new age of patient care. GE Healthcare's expertise in medical imaging and information technologies, medical diagnostics, patient monitoring and life support systems, disease research, drug discovery and biopharmaceutical manufacturing technologies is helping physicians detect disease earlier and to tailor personalized treatments for patients.

GE Healthcare offers a broad range of products and services that are improving productivity in healthcare and enhancing patient care by enabling healthcare providers to better diagnose and treat cancer, heart disease, neurological diseases, and other conditions. Headquartered in the United Kingdom, GE Healthcare is a $15 billion unit of General Electric Company (NYSE: GE). Worldwide, GE Healthcare employs more than 43,000 people committed to serving healthcare professionals and their patients in more than 100 countries.

GE is an Equal Opportunity Employer

Role Summary/Purpose
The primary role of the Customer Support Manager for the Electronic Medical Records (EMR) product is to develop individuals and teams who provide extraordinary customer service to GE Healthcare Independent Practices customers through highly efficient processes.

Essential Responsibilities
The Customer Support Manager motivates and works with Managers and front line teams to ensure that delivery of consistent, proactive and quality service is provided to our customers. The Manager fosters a team environment which embraces Independent Practices goals and objectives.

Primary Responsibilities include:

Recruit, hire and develop staff to achieve corporate, divisional, team and personal goals.

Conduct regular, formal performance appraisals for assigned personnel and provide ongoing feedback to employees on a regular basis

Collaborates with peers to achieve strategic goals and objectives of the Independent Practices business

Provide focused, timely, high quality resolutions for escalated customer issues

Develop and coach direct reports on the Independent Practices strategic 'view', implementing new strategies, products and methodologies

Maintains a clear vision for the team and ensures success of process area.

Ensures customers are informed of change to support policies which could impact the client's business

Work with other Managers to ensure consistent service is delivered to customers

Motivates team with incentives, which are aligned with Corporate policy and strategic objectives

Motivate staff members to achieve departmental goals, and personal goals

Ensure that teams are meeting or exceeding team goals

Ensure that our teams and the company are exceeding Service Level Agreements (SLA)

Qualifications/Requirements

Bachelors Degree (or High School Diploma/GED and minimum 7 years of supervisory/team leadership experience)* Minimum 5 years of supervisory/team leadership experience including managing direct reports* Minimum 4 years Healthcare industry experience* Minimum 2 years experience managing a team in a call center environment* Demonstrated experience recruiting and hiring direct reports* Demonstrated experience communicating business strategy, processes and policies to a team of direct reports* Ability to travel up to 15% of the time* You must be willing to take a drug test.* You must be willing to submit to a background investigation, including for example, verification of your past employment, criminal history, and educational background.* You must submit your resume through gecareers.com or a job board to be considered for a specific job opening

Additional Eligibility Qualifications
GE will only employ those who are legally authorized to work. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Desired Characteristics

Have an in-depth knowledge of the EMR and it's use and function in our client's environment* Excellent interpersonal skills including the ability to manage and resolve employee conflict* Ability to interact with employees and managers at all levels of the organization* Excellent verbal and written communication skills including the ability to present technical information to a non-technical audience* Ability to work in a team environment and collaborate with peers to develop best practices, processes and policies* Ability to confront direct reports* Excellent Delegation Skills* Ability to plan and organize workflow

Job Requirements

 




Report It

CareerBuilder.com's Advice

For your privacy and protection, when applying to a job online: Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.  Learn More >> By applying to a job using CareerBuilder.com you are agreeing to comply with and be subject to the CareerBuilder.com Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.