Customer Care Manager (Healthcare IT)

TL;DR

Customer Care Manager (Healthcare IT): Overseeing daily technical support operations and leading support teams to ensure high-quality service delivery for healthcare IT systems with an accent on team leadership and process improvement. Focus on managing escalated technical inquiries, optimizing issue resolution, and ensuring strict compliance with SLAs.

Company

hirify.global is a healthcare IT company specializing in medical imaging and information systems.

What you will do

• Supervise daily operations of the Technical Support team and assign tasks based on expertise and priority.
• Manage customer issue resolution and respond to escalated technical inquiries and complaints.
• Identify training needs and provide coaching for team members on PACS, RIS, DICOM, and HL7 standards.
• Collaborate with Production, Sales, and Project Managers to coordinate releases and align on customer expectations.
• Maintain Salesforce case logs and provide performance reports based on internal KPIs and SLAs.
• Recommend process improvements to enhance overall service efficiency.

Requirements

• Bachelor's degree in Biomedical Engineering, Computer Science, or an IT-related field.
• 10+ years of professional experience, including a proven track record in team leadership.
• Strong knowledge of PACS, RIS, DICOM, HL7, and FHIR standards.
• Proficiency in Windows Server, SQL database administration, VMware, and network security.
• Hands-on experience in firewall configurations and IT infrastructure troubleshooting.
• Ability to handle case management using Salesforce or similar CRM tools.

Nice to have

• Master's degree or PMP certification.
• Direct experience in the Healthcare IT domain.
• ITIL, CDIP, or CIIP certifications.
• Advanced certifications in SQL DBA, HL7, VMware, or Network Security.

Culture & Benefits

• Positive and collaborative work environment.
• Opportunity to lead and develop a technical support team.
• Role involves interaction across multiple departments (Sales, Production, Project Management).