.. support system Functional Training-This includes but is not limited to ADLs/IADLs, therapeutic activities (e.g. transfers, bed mobility), rehabilitation equipment prescription and training and community reintegration Responsible for treatment, plan of care, exercise prescription for patient caseload .. read more
About Thalamus Our mission is to help the right doctors practice at the right hospitals to treat the right patients. We leverage a passion for technology, medical education, equity, and data-driven research to optimize physician recruitment, starting with the medical residency recruitment process. Our philosophy is that the opportunity to practice medicine in an ideal environment should be accessible to all, and ample medical research has shown that this results in patients getting better healthcare outcomes overall. We built a comprehensive interview management platform, backed by evidence-based research, to innovate, streamline, and optimize the residency recruitment process. Our cloud-based software is used by hospital program administrators and faculty to manage all the moving pieces involved with application review, scheduling, interviewing (including virtually), scoring, and ranking. We work with ERAS (the centralized application clearinghouse) and the NRMP (where the match algorithm does its magic). Applicants use Thalamus to sign up for interviews in real time (like OpenTable) and manage their calendars. Thalamus was born out of our founders’ first-hand experience navigating this stressful and costly process during a particularly challenging interview season disrupted by Hurricane Sandy. Since then, the company has scheduled over 4M interviews for 350K+ physicians. Over 750 academic medical centers and hospital systems in the US & Canada — representing 7,000+ residency and fellowship programs in over 150 specialties — trust Thalamus to recruit their next generation of physicians. With Thalamus's strategic collaboration with the Association of American Medical Colleges (AAMC) announced in April 2023, nearly all academic medical centers and all medical residency and fellowship applicants will use Thalamus going forward. We are the premier solution and experts in Graduate Medical Education (GME) recruitment. The company is backed by prominent VCs in Silicon Valley. This is the critical phase in the life of a physician dedicated to the dream of practicing medicine. Every year, approximately 50,000 medical students apply, and 35,000 match, to become medical residents at hospitals throughout the US. We’re honored to play our role in this process. Role Description The Manager, Customer Support will oversee the performance and service delivery for a team of full-time Customer Experience Managers and 3rd party support contractors, who are collectively responsible for maintaining customer SLAs and promoting a Raving Fan experience when users reach out for help. As the Manager, Customer Support, you will report to the Head of Customer Experience, and be responsible for delivering top-tier support SLAs (CSAT & first reply), reducing time to ticket resolution, and promoting a positive working culture that supports the principles set forth in ThalOS (Thalamus’s comprehensive company culture guidebook). With time, there is potential for this role to expand its scope to include customer advocacy and enablement, which are focused on reducing ticket volume and promoting customer success (product adoption and NPS). Simply put, this role ultimately has the potential to be responsible for building a community of raving fans. These additional areas are executed through 1:many customer education strategies (i.e. Online Academy, Webinars, user guides, etc), 1:many proactive intervention based on customer journey milestones, and community engagement activities (i.e. events, rewards programs, etc). You will… Build and manage a high performing support team, including third party contractors Be accountable for your team’s success as measured by their delivery of our top tier support SLAs, efficiency, and employee satisfaction Become an expert in Thalamus’s products and establish a standard of excellence for the support team Drive operational efficiency through ensuring proper team training, documentation (internal and external), and repeatable processes Work collaboratively with the Head of CX, Head of Product, and Head of Engineering to deliver a Raving Fan customer experience through industry-leading support operations You should have… Prior experience managing a 24/7 support team, including 3rd party contractors Experience working with Zendesk or a similar Ticket Management System Strong people management skills and a passion for fostering a collaborative team Excellent communication skills and high emotional intelligence A technical aptitude and proven ability to become a product expert in a short period of time Prior experience working in a startup environment A strong desire to join a mission-led company Bonus Prior experience being accountable to a revenue target Experience driving customer retention and expansion Experience with building an online community forum Experience in the healthcare space The salary range for this position is TBD and a grant of stock options. Final compensation will be determined based on experience, skills, and geographic location. #J-18808-Ljbffr