Customer Support Manager, I/Dd

About Sandata Technologies: Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state-payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 19 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and manage their businesses while also getting paid as quickly as possible.

Why work here: At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

We are looking for a proactive, service-orientated leader with the ability to manage client relationships and expectations. We expect you to plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. The ideal candidate will play a critical role in driving process improvement initiatives and have a passion for troubleshooting complex issues.

This position is responsible for providing guidance and direction in managing the Customer Support team to ensure the achievement of the teams’ goals and objectives.

What you will do:

• Lead a team of Tier I and Tier II Customer Support Software Support Specialists.

• Monitor inbound and outbound call activity ensuring services levels are met.

• Facilitate internal and external cross functional work streams supporting the implementation of new accounts and products.

• Manage, report and trend all ticket and call activity including aging, status and accuracy.

• Establish individual performance goals and manage performance of team members.

• Develop, train and coach employees toward performance and development objectives.

• Identify opportunities to improve workflows and productivity.

• Develop, implement and monitor corrective action plans and provide timely feedback.

• Handle live and escalated calls when needed.

• Proactively build favorable business relationships with internal and external customers

• Effectively communicate with peers and all levels of management.

• Stay abreast of new product information, industry trends, and system changes.

• Ensure security of personal health information (PHI) and report any violations or observations to management.

What you will bring:

• Superior customer service skills.

• Strong analytical and problem-solving abilities.

• Experience identifying process improvement opportunities and implementing corrective action plans.

• Exceptional verbal and written communication skills.

• Prior experience using customer relationship management software.

• Utilizes technology in job execution to monitor, measure and drive performance.

• Prior software support background with call center/customer service experience.

• 5 years senior customer service experience

• 2 years prior management experience

• Medicaid / Medicare billing experience preferred

• Prior software support background preferred

• Skillful with Word, Excel, Adobe and Power Point

Education/Course of Study:

• Bachelor’s Degree preferred or relevant work experience

• Healthcare Administration /Public Health

• Medical coding / billing

Perks and Benefits:

• Tuition reimbursement & paid certification programs
• BenefitsVIP/Health Advocate
• Company-paid Life insurance and STD
• 401(k) Plan
• Paid lunch break
• Paid vacation, sick days, and holidays
• Employee Resource Groups (BIPOC, LGBTQ, Women, Military Veterans)
• In-house product training programs
• Frequent employee events and fun social clubs
• Career Pathing for every department
• Medical, dental, and vision coverage
• Employee Assistance Program
• Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
• Health Savings Account
• Catalog of training courses for skills development
• Casual work environment
• Employee discounts and company perks
• Remote work
• Flexible Spending Accounts for health and dependent care

Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet