Join one of the nation’s leading and most impactful health care performance improvement companies.Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets.Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:
- Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation
- Analytics: deliver analytic applications & services that generate insight on how to measurably improve
- Expertise: provide clinical, financial & operational experts who enable & accelerate improvement
- Engagement: attract, develop and retain world-class team members by being a best place to work
Role: Manager, Product Support
Team: Vitalware products
Location: US, Remote
Travel: none anticipated
**This position is not eligible for visa sponsorship**
Position Overview:
We are looking for a Manager of Product Support to lead our high-performing team, focused on delivering exceptional technical support and driving continuous improvement in customer satisfaction. This role requires a leader with a strategic mindset, solid technical expertise, and a passion for building relationships with both clients and internal teams. If you thrive in dynamic environments and enjoy solving complex problems, this is an excellent opportunity to make a significant impact on our growing organization.
Experience with Healthcare Revenue Cycle Management is strongly preferred.
What you own:
- Team Leadership & Operations:Lead the day-to-day operations of the Product Support Team, ensuring efficient and high-quality service delivery. Manage staffing, workflows, and support request prioritization.
- Escalation Management:Act as the primary point of escalation for internal barriers, blockers, and client issues. Resolve conflicts and facilitate solutions within the support team and across other departments.
- Servant Leadership:Provide coaching, support, and resources to empower Product Support Agents to succeed. Foster an environment that promotes growth and continuous improvement.
- Technical Expertise:Develop a deep, expert-level understanding of the Vitalware platform (Healthcare revenue cycle management) and how it is used by customers to support both team members and clients. Serve as the first point of escalation for configuration and product-related inquiries.
- Customer Engagement:Dedicate up to 10% of your time engaging with customers directly (via email/phone) to manage support requests, ensure timely resolution, and maintain high customer satisfaction.
- Case Management & Reporting:Collaborate with Subject Matter Experts (SMEs) to optimize the case management system (currently Jira Service Management). Support the Director in delivering timely and accurate reports on team performance, customer feedback, and resolution metrics.
- Performance Management & Development:Regularly evaluate Product Support Agents’ performance, providing constructive feedback, coaching, and professional development opportunities. Oversee the recruitment and onboarding processes to ensure smooth integration of new team members.
- Process Improvement:Continuously assess and refine team processes to eliminate inefficiencies, reduce redundancies, and improve overall customer satisfaction. Share best practices with the team and the broader organization.
- Product Feedback & Collaboration:Serve as a key stakeholder in product improvement initiatives, including participating in meetings, testing, and providing feedback on proposed platform changes.
What you bring:
- Experience:4+ years of experience in a technical support or client services role, with a proven track record in an enterprise environment.
- Technical Skills:Strong technical proficiency, including expertise in business software packages and familiarity with the healthcare or data management space. Experience with Jira Service Management or similar tools is a plus.
- Leadership & Communication:Demonstrated leadership skills, including the ability to manage, coach, and motivate teams. Excellent communication and interpersonal skills, with the ability to resolve conflicts and build strong relationships with both clients and internal teams.
- Problem-Solving & Critical Thinking:Strong analytical and critical thinking skills, with the ability to identify and solve complex issues quickly and effectively.
- Project Management:Experience managing multiple projects simultaneously, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
Information Security and Compliance Responsibilities:
- Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security.
- Adhere to and comply with the organizations Acceptable Use Policy.Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position.
If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.
