Manager of Support

　　CodaMetrix is revolutionizing Revenue Cycle Management with its AI-powered autonomous coding solution, a multi-specialty AI-platform that translates clinical information into accurate sets of medical codes. CodaMetrix’s  autonomous coding supports improved patient care and drives efficiency under fee-for-service and value-based care models.

　　We are passionate about getting doctors away from the keyboard and back to clinical care.

　　At CodaMetrix, the Professional Services team is a customer-facing team that

　　implements and supports software applications to improve the medical coding,

　　registration and billing efficiency at customer sites.

　　Seeking a dynamic Support Manager who is adept at scaling operations and strategies

　　in a fast-paced environment. This role is pivotal in managing a growing base of clients

　　and end-users, ensuring that our support mechanisms evolve and expand to meet

　　increasing demands effectively.

　　This role requires a visionary leader who can not only manage the current demands but

　　also anticipate and plan for future challenges as our client base and user numbers grow

　　exponentially. The ideal candidate will be adept at balancing immediate needs with long-

　　term strategic planning, ensuring that our support infrastructure evolves in line with our

　　growth trajectory. Responsibilities

　　Lead and expand the Support team to accommodate rapid client and usergrowth

　　Develop and implement scalable, efficient processes and trackingsystems to enhance team productivity and handle increasing workloads.

　　Continuously assess and adjust priorities to manage both internal andcustomer escalations effectively

　　Define and monitor Key Performance Indicators (KPIs) for the Supportteam, aligning them with customer success and business objectives.

　　Regularly report on team performance, highlighting achievements andareas for improvement in management meetings and company-wide

　　communications.

　　Ensure exceptional customer support, exceeding expectations inturnaround times and communication.

　　Maintain high levels of customer satisfaction, aiming to develop loyal andenthusiastic clientele

　　Adapt support strategies to align with evolving business requirements.

　　Recommend and implement cutting-edge technologies and strategies for

　　customer support.

　　Lead projects focused on understanding and addressing current customerneeds.

　　Develop analytical customer programs to generate actionable insights incollaboration with the company

　　Skills & Experience 

　　5+ years of experience as a Support Manager or in related positions

　　3+ years of team leadership experience leading a team of support professionals

　　2+ years of progressive experience with web-based healthcare IT software

　　Heavy experience in analytics and customer experience

　　Proven experience in scaling support teams and processes in high-growthc

　　environments.

　　Strong leadership skills with the ability to inspire and motivate teams.

　　Excellent problem-solving, communication, and project management abilities.

　　Background in technology, healthcare, or related fields is a plus.

　　Beneficial Experience

　　Experience with Agile leadership

　　Revenue Cycle experience

　　Startup experience

　　Statistical background and/or exposure to machine learning techniques and

　　programming

　　Location : Boston, MA or remote

　　Job Type : Regular, full-time

　　Full-Time Employee Benefits

　　Learn more about how we take care of our team.

　　Insurance: We cover 80% of the cost of medical and dental insurance and offer vision insurance.

　　Retirement: CMX offers a 401(k) plan that eligible employees can contribute to one month after their first day.

　　Life: We offer employer-paid life insurance and short-term and long-term disability insurance.

　　Flexibility: We have an unlimited PTO policy so you can take the time you need to relax and rejuvenate.

　　Learning: All new hires complete our 7-week Fellowship program to learn about each of our departments.

　　Development: We provide annual performance evaluations and outline a clear path for promotions.

　　Engagement: We host recurring events like Meditation Mondays, CMX Connections and Socials.

　　Recognition: We recognize quarterly You've Been Awesome winners and celebrate our team's service milestones.

　　Background Check

　　All candidates will be required to complete a background check upon acceptance of a job offer.

　　Equal Employment Opportunity

　　Our company, as well as our products, are made better because we embrace diverse skills, perspectives, and ideas. CodaMetrix is an Equal Employment Opportunity Employer and all qualified applicants will receive consideration for employment.

　　Powered by JazzHR