As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream’s brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines, including VerityStream, scheduling and capacity management apps, and more. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment

• A mission-oriented mindset

• Work-from-home flexibility

• A chance to grow your career

  
  

All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

The Team You Will Be Supporting:

At HealthStream we provide healthcare organizations:

• Transformative credentialing

• Enrollment

• Privileging

• Evaluation solutions

We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

HealthStream is known for delighting customers in every interaction. The Manager, Customer Service is responsible for overseeing the daily operations of Customer Service to ensure high customer satisfaction. The Manager plans and directs the day-to-day department activities, including mentoring and coaching Team Leads and Support Specialists.

To perform this job successfully, the Manager must serve as an advocate for all customers and work to ensure their satisfaction with HealthStream's ecosystem, products, and services. Additionally, the Manager must advocate for the team through coaching, professional development and encouraging high performance. This role must plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Essential Duties and Responsibilities

• Advanced knowledge of HealthStream’s ecosystem, including but not limited to hStream, the HealthStream Learning application, and other HealthStream products and services.

• Manages administrative tasks for assigned Customer Service Specialists (average 15-20 specialists, depending on the task).

• Plans and directs department activities.

• Serves as the customer’s advocate within the HealthStream operating environment, championing their ideas and needs and working to ensure their issues are promptly and successfully addressed.

• Accomplishes customer service human resource objectives by recruiting, assigning, scheduling, coaching, and counseling employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepares and completes action plans; implements production, productivity, quality, and customer-service standards; completes audits as part of 1:1 coaching; identifies customer service trends; determine system improvements; implements change.

• Determines customer service requirements by maintaining contact with customers; reviewing surveys; benchmarking best practices; analyzing information and applications.

• Improves customer service quality results by studying, evaluating, and recommending processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

• Ensures the necessary resources and tools are available for quality customer service delivery.

• Reviews and researches customer complaints. Decides on appropriate course of action. Communicates resolutions and preventive measures directly to customers. Implements process changes, as needed, to reduce future occurrences of similar issues.

• Monitors accuracy of reporting.

• Provides professional development and coaching to Customer Support Specialists.

What You Will Need to Be Successful

Education, Experience, and Knowledge Required

• A minimum of 1-3 years of management or supervisory experience, or demonstrated ability to learn and execute all manager related duties and responsibilities
• Bachelor’s degree required. Equivalent experience will be considered in lieu of education requirement
• Direct experience with HealthStream products and additional background in customer support related field
• Excellent knowledge of management methods and techniques and awareness of industry’s latest technology trends and applications.

Skills and Abilities Required

• Mid- to high-level computer skills including Microsoft Office
• Must have a strong working knowledge of the HealthStream ecosystem, applications, features and technical ability
• Strong interpersonal, written, and oral communication skills including instructional, facilitation, and presentation needed
• Excellent analytical and problem-solving abilities; highly self-motivated and independent while being able to accept direction
• Customer-centric mindset, strong interpersonal skills, and patience
• Ability to comfortably interface with customers as well as technical personnel and other HealthStream leaders and departments
• Multi-task oriented; works with a sense of urgency and a desire for excellence in performance.
• Ability to think strategically and to lead with patience.
• Strong client-facing and communication skills.
• Customer service focus.
• Problem analysis and problem-solving skills.
• Decision-making and critical thinking skills.
• Advanced troubleshooting and multi-tasking skills.
• The ability to react and re-direct the support team in the event of technical or infrastructure outages.
• Ability to concentrate on projects and tasks with frequent interruptions.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance

• Paid Time Off
• Parental Leave

• 401k and Roth
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Short- and Long-Term Disability

• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection

• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!