Manager, Customer Support

The Manager, Customer Support will be responsible for overseeing the daily operations within the customer service area. This will include the management of support to ensure that the objectives of customer service are met in accordance with company guidelines, policies, and procedures. The Manager of ePay Customer Support will be responsible for maintaining and tracking team productivity, developing productive relationships with stakeholders and customers, managing team activities with well-defined standards and reporting metrics, and driving excellence in the areas of personal and professional development for direct reports and front-line team members. This role reports to the Sr. Manager of Operations Support, Transactions.

Principle duties and responsibilities:

  • Interact with various stakeholders regarding customer service activities in support of the ePay product line.
  • Preparation, submission, and maintenance of customer service level reporting
    • Development of process improvements to ensure cases are handled in a timely manner
    • Interact with strategic partners and direct customers to elicit feedback to improve the overall customer service experience or application experience
  • Management and oversight of internal customer service policies and procedures
  • Oversight and management of the following customer service activities:
    • Research, follow up and resolution related to virtual card and/or bank transmitted (ACH) payment files.
    • User setup and training
    • Ongoing customer support
    • Timely submission of control totals
    • Weekly review of open customer service cases
    • Virtual Card Reconciliation, to include auto matching, manual matching, and weekly oversight of virtual card reconciliation
    • Monthly review of Virtual Card Reconciliation Reports and open items
  • Management and supervision of staff to ensure they are meeting the goals of the department and organization
  • Provide regular mentoring and coaching of direct reports with focus of developing strong leadership within the team
  • Define and maintain productivity standards and targets for team members
  • Develop and maintain methods of accountability for team performance
  • Manage performance of direct reports, including providing guidance to Supervisor on managing team performance
  • Provide guidance and assistance with IDP’s and career direction for direct reports
  • Provide regular performance reporting to leadership and for monthly business reviews
  • Participation in routine testing and production migrations for supported applications
  • Participation and/or reporting for provider quarterly reviews as it pertains to support related activities
  • Work closely with peer managers and other cross-functional teams to ensure delivery of excellent customer service and customer experience.
  • Maintain positive provider and supplier relationships
  • Provide timely and consistent communication to leadership regarding the status of all customer service issues and any support or assistance needed to achieve the desired result
  • Maintain positive provider and supplier relationships

Preferred Skills:

  • Strong Initiative
  • Lead by Example
  • Excellent time management skills
  • Abiility to set and meet team and personal goals with little direct supervision
  • Strong interpersonal skills
  • Critical thinking skills
  • Self-directed learning and focus on continuous improvement
  • Effective oral / written communication
  • Working understanding of office applications (e.g. MS Office / Excel/Access)
  • 2 years’ experience in a financial environment

Required qualifications:

  • BA or BS with an emphasis in Accounting or Finance or Healthcare IT; significant relevant experience is also considered.
  • Minimum 3 years Customer or Technical Support team leadership in a fast-paced tech environment.
  • Minimum 2 years successful team leadership with multi-time zone remote or hybrid team.

Estimated salary range: $64,600 – $86,100

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. 

GHX: It’s the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe – who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce – not shift – the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe, Illinois, Florida, and Nebraska.

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