Service Delivery Manager

Outcome Health Tampa, FL
ABOUT US

We are a health-tech company on a mission to activate the best possible health outcomes for every person in the world. We solve hard problems - healthcare is a fragmented industry, and we're transforming it. We've used our technology platform to create an ecosystem that brings all of the players together to collectively improve patient outcomes. Our team is entrepreneurial, thrives in ambiguity and has a strong commitment to excellence to drive patient impact. We are a learning organization; we are excited about what we do, and we operate with the highest ethical standards in accordance with our values. We empower every Outcome Activator to own their decisions and contribute to a collaborative environment while demonstrating transparency and integrity.

With hubs in Chicago, NYC and Tampa, we have grown to over 40,000 physician offices. Outcome Health impacts half a billion patient visits each year, as physicians, life sciences, health and wellness organizations and patients adopt our technology platform to drive better health decisions during the most critical moments of care. With 120,000 physicians already utilizing our solutions at their practices, our commitment to activating the best health outcome possible for people everywhere grows stronger.

Join our family to activate good in the world.

ABOUT THE ROLE

Own providing a great customer service experience to our network of over 40,000 healthcare provider offices. Ensure the office and their patients have access to the technology and education provided Outcome Health's platform by helping troubleshoot device issues, schedule technicians, organize installations, answer general customer inquiries and triaging complex customer situations.

RESPONSIBILITIES

* Daily inbound/outbound customer interaction by phone/e-mail/chat

* Set and maintain realistic and attainable customer expectations

* Monitor key activities by dashboard review to meet daily goals

* Document all relevant conversations in multiple sources as needed

* Learn/support internal platforms and customer relationship management tools for the best customer outcome

* Identify problem and offer solutions to customers over the phone

* Schedule and coordinate the flow of work between all departments to maximize productivity and customer satisfaction

* Present features and benefits of current products, and work collaboratively with a cross functional team focused on meeting customer needs

* Listen to customer office personnel responses and accurately collect detailed information

* Conduct pre-contract calls to determine site-specific requirements and/or deviations from standard installation methodology to ensure a smooth implementation and onboarding experience

REQUIRED SKILLS AND EXPERIENCE

* At least 2-3 years phone experience in a service environment

* Ability to work in a fast-paced, multi-tasked environment

* Excellent verbal, written communication and organizational skills

* Outstanding customer service and follow through

* Proactive approach with a positive attitude

* Ability to build relationships with our customers over the phone

* Ability to self-motivate with limited supervision and bring ideas to the team

* Solid organization and time management skills

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