Team Lead

Eclipsys is an award-winning innovator of health information technology solutions, providing software and services to more than 1,500 leading institutions worldwide. Today we boast revenues in excess of $300 million, have more than 2,200 employees, and provide technology solutions to all of the hospitals selected as ?America's Best? by US News and World Report annual survey. We are driven by a vision to help set the standards for efficiency and overall quality of healthcare with the products and services we provide.We are currently seeking a Team Lead for the Sunrise Record Manager (SRM) /Sunrise Decision Support Manager (SDSM) Team of the CareCenter located in Boston, MA. We seek self-starters who work well in environments with constantly changing priorities.Roles and Responsibilities:The Team Lead provides oversight of the Sunrise Record Manager (SRM) /Sunrise Decision Support Manager (SDSM) Care Center team including working SDSM/SRM cases, monitoring performance and conformance to procedures, mentoring and supervising training of staff and evaluation of their performance.Major responsibilities include:
Supervisory:

Supervise the day-to-day operations of customer support employees of the Sunrise Record Manager (SRM) /Sunrise Decision Support Manager (SDSM) Care Center Team.

Development and implementation of policies, procedures, systems and trend analysis to ensure the timely and consistent delivery of IT assistance to our customers.

Responsibility of ensuring proper scheduling of phone and pager coverage.

Manage workload of employees, develop goals and objectives for the team and individual employees, provide coaching and training required to assure that customers are receiving high levels of customer service.

Work hands-on with customers and technical issues.

Ensure that calls to the Care Center are recorded, responded to, and resolved in accordance with the service level guidelines.

Ensure that the Care Center is staffed during service hours with the appropriate resources.

Ensure the prescribed customer support processes, procedures, and policies are followed where appropriate.

Ensure that the technical and customer support employees have the necessary tools and knowledge to successfully respond to and resolve end user support issues

Set expectations for each position on the technical and customer support team and manage to those expectations

Work with each direct report to set annual goals and review progress on a quarterly basis

Prepare and present annual performance review reports for each direct report

Be receptive to employee input on how to improve team processes; promote a collaborative environment

Report regularly to Eclipsys management on status and progress
Customer Cases:
Handle incoming customer calls and cases for Eclipsys Sunrise Record Manager (SRM) /Sunrise Decision Support Manager (SDSM)). Provides real time support for external clients through a variety of contact points including incoming calls, web requests, as well as service requests logged into Clarify, the corporate case management system. Provides client assistance promptly and accurately to ensure client satisfaction by using proper departmental procedures for call control, problem resolution, reporting and escalation.
Clinical Knowledge:
Maintains an understanding of clinical terminology, practices and workflows.
Financial Knowledge:
Maintain an understanding of the principles and concepts of Managerial Accounting that serves as the foundation of the SDSM product.
Product Knowledge:
Maintain and increase personal knowledge of Eclipsys solutions/applications by initiating research through all appropriate resources including shadowing other analysts. Proactively complete product training via eConnects, on-site classes and handbooks of processes and procedures. Develops knowledge of product install/Hotfix deployment. Act as a mentor to new analysts.Debugging/Troubleshooting:
Use SQL debugging tools and other product specific diagnostic tools and techniques to resolve customer issues including M204 Debugging tools to resolve customer issues related to MF/Host issues;. Dial into customer sites to collect and analyze data in the appropriate format as a means to troubleshooting issues. Reproduce issues, document results and present issue resolution to customers. Work with Product Development Teams to troubleshoot software.Process Control/DocuJob Requirements
Skills and Experience Required:Candidates should have at least five (5) years' progressive experience working with the SDSM and/or SRM product.
Excellent verbal communication, customer support and telephone etiquette skills
Ability to make independent decisions and handle stressful customer support situations
Must have a proven track record supervising a team of employeesSkills and Experience Desired
B.A. or B.S. in a technical or business major
Previous experience training others in the use of SDSM/SRM is highly desired
Previous experience in an internal support role is also highly desired.
Experience in and/or knowledge of healthcare industry and business practices
Enterprise application support experience including product installation/hotfix deployment preferred.Consider joining our team. We offer a competitive salary, comprehensive benefits, and an entrepreneurial, innovative, team-oriented environment.For fastest response, please apply athttp://eclipsys./ENG/candidates/Eclipsys is proud to be an equal-opportunity employer. / gj-hh