Manage all technology needs for the Customer Service department and monitor real-time call distribution.
Track technology issues, coordinate with IT, and execute testing for new implementations.
Identify and bring forward process improvement opportunities to increase efficiency.
Fallon Health is a health plan provider that delivers equitable, high-quality coordinated care for government-sponsored health insurance programs. Founded in 1977 in Worcester, Massachusetts, the company prioritizes members and embraces diversity in its workforce.
Own the technical triage and escalation discipline, ensuring complex cases are diagnosed and routed to resolution efficiently.
Develop and mentor a team of expert technical support specialists, raising the technical competency standard.
Partner with product and engineering teams to build feedback loops that inform the product roadmap from support escalation trends.
DrFirst provides intelligent medication management solutions to improve healthcare workflows and patient outcomes. The company has been in business for 25 years, serving over 100 million patients annually, and fosters a culture of smart, collaborative colleagues.
Supervise a Production Support team managing daily operations, scheduling, and task assignment.
Act as escalation point for critical issues, data changes, and client needs.
Draft and execute SQL scripts for database updates, reporting, and verification.
Endpoint is an interactive response technology systems and solutions provider supporting the life sciences industry since 2009. The company is headquartered in Raleigh-Durham, North Carolina, with offices across the US, Europe, and Asia.