Manager, Clinical Application Support

LifeStance Health

97d • $70,000 - $75,000

About The Position

At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare. Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team! LifeStance Health Values Belonging: We cultivate a space where everyone can show up as their authentic self. Empathy: We seek out diverse perspectives and listen to learn without judgment. Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it. One Team: We realize our full potential when we work together towards our shared purpose. ROLE OVERVIEW We are looking for a highly skilled Clinical Application Support Manager to partner with the Clinical Application Support Director to scale a team that delivers world class support. The ideal candidate has previous Tier 2/3 support experience, healthcare software (EHR/PM) support, and supervisory experience. If you possess a passion for delivering outstanding customer support by resolving software-related issues and are a great leader able to empower and motivate a growing team, we encourage you to apply. Consistent with LifeStance’s values, every member of the LifeStance team is expected to support each other and the mission, which may mean participating in projects and initiatives and performing functions and responsibilities not specifically outlined in this job description.

Requirements

• Bachelor’s degree or equivalent experience
• 2+ years of experience in a customer support role; 1+ year of experience in a leadership position
• Skilled with Customer Service platforms and ticketing technologies such as ManageEngine or ServiceNow
• Experience with various EHRs or PMs (practice management systems) a plus
• Strong leadership and people management skills
• Process and efficiency expert with knack for identifying bottlenecks and implementing solutions
• Clear communicator, thoughtful listener, and highly perceptive
• Strong critical thinking and problem-solving skills
• Qualified candidates must be legally authorized to be employed in the United States

Nice To Haves

• Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture

Responsibilities

• Coach and mentor direct reports to help them grow personally and professionally, finding growth opportunities for them to progress towards their goals and aspirations
• Manage the day-to-day operations, goal setting, and performance management of team of clinical Application Support Specialists; manage performance based on KPIs
• Identify efforts to scale via improved tooling, more robust documentation, training, and creative support initiatives
• Implementing operational efficiencies to drive strong CSAT and timely resolutions
• Assist Director of Clinical Application Support with strategic support initiatives
• Develop and execute Support quality programs
• Work with Operations Leadership in your assigned region to ensure technical issues are resolved in a timely manner and prioritized

Benefits

• medical
• dental
• vision
• AD&D
• short and long-term disability
• life insurance
• 401k retirement savings with employer match
• paid parental leave
• paid time off
• holiday pay
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees