Manager, Support Operations- Healthcare

Manager, Support Operations- Healthcare

• Must have experience supporting EHR or billing/RCM software in a clinical or healthcare context.

About our team:

We tenaciously help kidney disease patients by providing providers with tools that relieve the burdens of modern healthcare regulation.
We hope that they will relax more, smile more, and spend their energy devoted to caring and improving outcomes.
We've brought together a strong legacy of products across the globe under one umbrella and currently live in six countries on three continents.
Join our team and help advance kidney disease care.

Our parent company is Constellation Software Inc., a well-capitalized, publicly traded company that specializes in vertical market software solutions.
Join our team to benefit from working with a medium-sized company while enjoying the support and opportunities that come with being part of a larger organization.

Where This Role Fits

The Manager, Support Operations, is responsible for leading the support function across Constellation Kidney Group (CKG), overseeing both the clinical (CKG Vision + TIME) and billing (FOCUS) support teams.
This role ensures the successful delivery of high-quality support services through the development of scalable processes, team leadership, and cross-functional collaboration with Client Engagement, Professional Services, Product, and Engineering teams.

This individual will manage two Support Team Leads (Clinical and Billing) and own the strategy, performance, and continuous improvement of CKG's support infrastructure, including our ticketing systems, internal support workflows, client communications, and knowledge base documentation.
The Manager will play a key role in enhancing both internal and external customer experiences, driving operational efficiency, and ensuring timely issue resolution aligned with contractual Service Level Agreements (SLAs).

The Manager, Support Operations, will report to the General Manager, US, and collaborate closely with the Director of Client Engagement, Director of Client Services - Billing, Director of RCM Services, Manager of Solution Delivery, and Product leadership to ensure that the support function is both proactive and responsive to the needs of CKG clients.

Key Responsibilities

Support Leadership & Team Management

• Lead and mentor the Clinical and Billing Support Team Leads to ensure cohesive operations and high team performance.

• Monitor team workload, case resolution metrics, and customer satisfaction scores to identify coaching and staffing needs.

• Ensure that support operations are aligned with customer expectations and internal Service Level Agreements (SLAs).

• Support Infrastructure & Ticketing Systems

An Equal Opportunity Employer

We are an equal opportunity employer.
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.