Full Time - Head of Support

Position Type: Full-Time

Compensation: TBA

Job Location: Remote (Philippine-based)

Job Highlights:  

1. High Compensation Tied to Business Outcomes: You will be well-rewarded for meeting critical objectives and deadlines.
2. Empowerment & Resources: We will provide the right tools and teams to help you succeed on your own terms.
3. Flexibility & Accountability: You will have autonomy to structure your approach, but must deliver results.
4. Performance-Based Bonus: Exceptional delivery warrants additional rewards.
5. Paid Time Off: Relax and recharge with paid vacation and sick leaves.
6. Bonus Boost: Enjoy an extra bonus with our 13th month pay.
7. Health Matters: Get comprehensive HMO coverage upon regularization.
8. Work-Ready: We provide the essential work device for seamless productivity.

Company Overview: 

Theoria Medical is a comprehensive medical group and technology company dedicated to serving patients across the care continuum with an emphasis on post-acute care and primary care. Theoria serves facilities across the United States with a multitude of services to improve the quality of care delivered, refine facility processes, and enhance critical relationships. We offer a broad scope of services including multispecialty physician services, telemedicine, remote patient monitoring, and more. We currently operate primary care clinics and provide medical services to skilled nursing facilities in numerous states across the nation. 

As a leading edge, innovative, and quality driven physician group, we continue to expand nationally.  In pursuit of this, we continue to seek talented individuals to join our amazing team and care for our population. We wish to extend a warm welcome to all candidates interested in making a difference in healthcare delivery by joining the Theoria team.

Theoria is seeking a highly skilled and experienced Head of Support to lead our technology support function. This critical leadership role will ensure that the support team delivers exceptional service to users, facilitating seamless experiences with our technology solutions. The Head of Support will collaborate closely with other departments, including development and operations, to enhance service delivery, promote user satisfaction, and drive continuous improvement in support processes. The ideal candidate will possess strong leadership skills, excellent problem-solving abilities, and a comprehensive understanding of support processes and best practices.

Shift Structure: 

• Monday-Friday 10am-6pm EST
• Remote 

Responsibilities: 

• Leadership & Strategy: Develop and implement a strategic vision for the support function, fostering a culture of excellence and continuous improvement.
• Customer Satisfaction: Monitor customer satisfaction and NPS, implementing initiatives to enhance user experience.
• Operational Reliability: Ensure high system uptime and rapid incident response protocols.
• Team Development: Oversee training, development, and knowledge base utilization for support staff.
• Resource & Workforce Optimization: Efficiently manage technological resources and optimize workforce deployment to maximize productivity and achieve strategic goals.
• Employee Productivity & Satisfaction: Minimize downtime due to technical issues and conduct satisfaction surveys.
• Risk Mitigation & Security: Ensure timely response to security incidents and maintain backup/disaster recovery.
• Continuous Improvement: Regularly review KPIs and adapt processes based on user feedback.
• UAT Participation: Facilitate the support team's involvement in UAT for defect identification and usability feedback.
• Efficient Issue Resolution: Ensure timely resolution of support tickets and accurate routing of bugs/feature requests.
• Interdepartmental Collaboration: Foster strong communication between support, QA, and development, driving innovation in support practices.

Requirements and Qualifications:

• Bachelor’s degree in Computer Science, IT, Healthcare Administration, or related field; Master’s degree or relevant certifications (e.g., ITIL, Six Sigma, PMP) preferred.
• 7-10 years in technology support, with 3-5 years in a leadership role, preferably in healthcare technology.
• Proficiency with support ticketing systems and data analytics tools.
• Proven track record in building and managing high-performing teams.
• Excellent verbal and written skills for diverse audiences.
• Strong commitment to exceptional customer service and enhancing user experience.
• Experience managing multiple projects and familiarity with Agile methodologies.
• Strong problem-solving skills to address complex issues effectively.
• Data-driven mindset for performance assessment and improvement.
• Ability to evaluate situations critically and make informed decisions.
• Ability to work under pressure and handle challenging situations.
• Must be amenable to work on a night shift schedule and holidays.
• Experience with a healthcare company and knowledge of HIPAA is a plus

Compensation and Benefits:

• Salary is commensurate with experience.
• Road to promotions and management opportunities
• 13th month pay
• Paid time off
• HMO

Employee must be able to perform the essential functions of this position satisfactorily, with or without a reasonable accommodation.  Employer retains the right to change or assign other duties to this position.

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