Allscripts

  • Helpdesk Manager

    Job Locations AU-Adelaide
    Requisition ID
    2018-17745
    Posted Date
    3 weeks ago(8/2/2018 9:41 AM)
    Category
    Client Service/Support
  • Overview

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    Welcome to Allscripts!  Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

     

    This role will see you be a part of the BOSSnet support team in the Adelaide based Allscripts Australia headquarters. BOSSnet is an Australian designed and built EMR product deployed in over 100 sites across Australia and internationally. We have many exciting expansion opportunities that you will contribute towards supporting and maintaining.

     

    The primary purpose of this role is to contribute to customer satisfaction of Allscripts clients by managing the Product Support Consultants and ensuring that the team is performing at optimum level of efficiency and quality.

    Responsibilities

    • Work with Product Support Manager/Director to bring/maintain client satisfaction to a level that the customer will act as a sales reference site without limitation
    • Manages and directs the activities of the Product Support Consultant job family. Ensures team members receive adequate training to perform duties and responsibilities effectively. Works with Product Support Manager/Director to ensure team is adequate to handle call volume
    • Identifies support priorities and clients that require special handling to maintain client satisfaction
    • Identifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance
    • Create, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Product Support team
    • Forecast reporting and performance reporting
    • Management of project plans to ensure timely delivery of outcomes
    • May perform responsibilities of subordinates in their absence
    • Creates monthly schedules/rotation for the Product Support Consultants and monitors adherence
    • Induct new joiners in order to quickly maximize performance
    • Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
    • Allocate work load to fully utilize every employee's talent 
    • Implement development plans and coach for individuals to reach their maximum talent
    • Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
    • Recognize high performers to maintain motivation and retain key talent
    • Regularly communicate on company news and team progress against business plan
    • Create team spirit

    Qualifications

    Academic and Professional Qualifications:

    • Bachelors Degree in Business or Computer Science or equivalent relevant business experience

    Experience:

    • The role requires excellent time management, client expectation and relationship management skills as well as excellent ticket and process management capabilities.

    Travel Requirements:

    • Able and willing to travel as required, internationally on short-term basis

    Working arrangements:

    • A person working at this level would maintain regular working hours appropriate for the location and assignment

     

    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

     

    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

     

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