This role will define and guide processes for customer and operations support including the daily interactions between our clients and our organization. The Client Support Lead plays a crucial role in prioritizing customers’ needs, expectations and satisfaction; they will lead our team in delivering the highest level of customer service in all client support interactions. The Client Support Lead will manage the day to day operations of the system and services in coordination with VITL’s internal technical team and contracted vendor support resources. The Client Support team oftentimes will be the first to identify issues, and they will prioritize and escalate all issues based on severity.

The Client Support Lead will lead a team of Client Support staff (currently three). The individual will work collaboratively with all levels of VITL operations, technical and administrative staff and leadership, as well as consultants, vendors, and customer and peer organizations, to manage and resolve production issues. VITL seeks a skilled and knowledgeable lead to identify, prioritize, and manage issues to swift and satisfactory resolution.

Responsibilities

Client Support Process Development, Implementation, and Maintenance

The work of VITL’s Client Support Team includes but is not limited to: responding to or triaging all client support inquiries; onboarding clients to the VITLAccess clinical portal; and management, support, and escalation of production issues for VITL products and services. The Client Support Lead will direct this work, in part, by developing the procedures and workflows that the team will execute. The Client Support Lead is an integral part of the success of supporting our clients through both actively performing support tasks and leading the team.

The Client Support Lead will:

• Implement processes and procedures for evaluating business and client impact when issues arise, communicating impacts to VITL staff and clients, and management of issues to completion and close-out.
• Design, document, and implement processes and procedures based on client input to successfully monitor the VHIE as new services are developed, or services are reconfigured.
• Design, document, and implement processes and procedures based on client input for other customer support activities
• May participate in development of onboarding and training programs for new and existing products and services, for prospective and current clients
• Manage the Client Support ticketing system and customer relationship management system
• Proactively engage both clients and VITL team members to collect feedback on our support processes and lead continuous quality improvement to respond to feedback
• Maintain detailed knowledge of VITL’s services to ensure effective support, administration, and troubleshooting of those services
• Analyze, measure, and report product and service errors, failures, or malfunctions to VITL Leadership

Client Support Team Leadership

The Support work at VITL is handled by a team of support professionals with diverse skills. This role will lead and mentor these team members to ensure an optimum client experience when issues arise.

• Prioritize team goals and tactics to ensure that the activities of the group support VITL’s commitments and our clients’ expectations
• Ensure staff assignments and allocations are maintained, up-to-date, and equitable
• Directly handle escalated client issues, following protocols and exercising effective judgement about what requires leadership team engagement
• Ensure effective support-related communications (internal and external) through collaboration with other VITL Team staff and contractor resources.

Measurement of Client Support Functions

• Define success metrics for the Client Support Team
• Plan for tracking success metrics with the Client Support Team and other teams at VITL
• Communicate metrics in clear, meaningful ways to a variety of audiences

Required Experience

• At least 3 years of experience in one, or preferably a combination of, the following:
  • Support team leadership
  • Customer relationship management
  • Education and training for adult/professional learners
• At least 3 years of experience in one or a combination of the following fields:
  • Health information exchange and/or health information technology
  • Information technology
  • Health care delivery or health care reform
  • Public health
• Strong understanding of ITIL principles and IT Service Management (ITSM) frameworks to optimize service delivery and support processes
• Experience with Business and Support ticketing system tools (Smartsheet, SharePoint, Salesforce, and Jira experience a plus)

Knowledge/Special Skills:

• Knowledge of the Vermont health care ecosystem is a plus (but not mandatory)
• Knowledge of health information exchange goals and objectives
• Knowledge of HL7 and Rhapsody Integration engines (Rhapsody, Mirth, etc.) is a plus
• Excellent verbal and written communication skills
• Effective presenter of ideas and concepts to a variety of audiences
• Proven ability to develop and successfully plan and manage projects and programs
• Systems thinker who also pays attention to detail
• Commitment to providing excellent service to internal and external customers
• Builds strong customer relationships and delivers customer-centric solutions while adhering to organizational policies

Education

• Bachelor’s degree in a relevant field of work or advanced experience in the skills and knowledge areas listed

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At VITL, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.

Location

The ideal candidate would be located in or near Vermont for availability for meetings. However, the position can be successfully performed through remote work. All employees must be located in the United States. Currently, the VITL team is working remotely.

Additional