Director of Customer Support - Baltimore Location

BALTIMORE, MARYLAND / CUSTOMER SUCCESS / FULL-TIME



The Director of Customer Support position is directly responsible for both providing quality, personalized, and experienced support to our healthcare provider community and for mentoring and supporting a team of talented of individuals to do the same.  As mentioned this includes direct support of this community through second tier/escalation issue support as well as through the coaching and management of tier one support staff who are delivering support through a variety of communication channels (phone, email, and chat).  In this role, the team leader is responsible for hiring, motivating, mentoring, recognizing, rewarding, coaching, performance management, quality assurance, counseling, training, and problem solving.  This role is responsible for assisting senior staff with the development analysis and implementation of staffing, training, quality monitoring and improvement, scheduling, and reward/recognition programs.

As mentioned, in addition to leadership functions, this role will be responsible for direct support interactions which include email, phone, and chat support.  This role is expected to serve as a product champion for the team within the first 90 days of assuming the position.

RESPONSIBILITIES

  • Provide direct tier 2 escalation handling for provider support issues (phone, chat, & email)
  • Coach & mentor tier one staff members towards problem solving/resolution outcomes
  • Focus team on reduced customer effort/positive customer experience mindset with leadership approach & CE strategy implementation
  • Suggest & upon approval, implement reward/recognition/retention programs
  • Imbue and infuse your proactive attitude into team culture
  • Serve as product champion and identify and coach a product champion backup
  • Provide weekly qualitative and quantitative reporting to senior staff

  • You've had 7-10 years in a genuine customer facing, internal support or customer service role, (inclusive of 3 years of leadership and or enterprise project management experience with a focus on customer facing deliverables)
  • You have excellent written & verbal communication skills
  • You have a strong customer focus
  • You can demonstrate proven leadership experience
  • You love to instruct/teach/train employees and customers
  • You have strong organizational skill and can delegate successfully
  • You can work successfully and efficiently amidst interruptions or distractions
  • You have a warm and empathic interpersonal demeanor
  • You can collaborate with different teams to deliver on complicated projects
  • You can troubleshoot technical issues and come up with solutions
  • You maintain professionalism/confidentiality in escalated situations with customers
  • You've used customer relationship management tools/software (zendesk, salesforce, jira, etc)
  • You have extensive experience analyzing and reporting support operations metrics
  • RCM/Medical Billing experience preferred
  • If you have knowledge of medical terminology and procedures, it's a big plus!

ABOUT DRCHRONO

drchrono is a medical platform for doctors and patients. We are crafting only the best mobile healthcare experience, with a focus on iPad, iPhone, Apple Watch and web. The driving force of our efforts is in changing the way people engage and experience healthcare through electronic health records. We’re building some fascinating stuff. We are a Silicon Valley startup, working out of the chronoplex in Mountain View, CA. Our focus is on building artistic, intricate, and useful products. You would be part of an entrepreneurial, sharp, capable and curious team. Since our inception, we have attracted over 85,000 physicians, 5.5 million patients. So far we've booked 19 million patient appointments and processed 1.2 billion dollars in medical billing per year.

drchrono is ranked by INC 500 as one of the fastest growing private companies in America, listed for two years in a row for 2014 and 2015.

Silicon Valley Business Journal designated drchrono as one of the fastest growing private companies and was voted the #1 mobile Electronic Health Record 4 years in a row by Black Book Rankings.

OUR MISSION

We are always asking ourselves, how can we make physicians and patients life better through technology? Our team works on making healthcare better day by day.

  • What we do and look for in people we work with-
  • We don’t settle.
  • Passion, be inspired.
  • Develop entrepreneurs.
  • Put a dent in the universe through healthcare.

No global movement springs from individuals. It takes an entire team united behind something big.

Have questions? Checkout drchrono.com/careers and drchrono.com/tv.