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Director of Technical Customer Care

HHAeXchangeGreater Minneapolis-St. Paul Area
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

To succeed in this role, you must effectively carry out essential job responsibilities with or without reasonable accommodations. Reasonable adjustments may be made to enable individuals with disabilities to fulfill the core functions of the position.

About the job

HHAeXchange stands at the forefront of technology for home and community-based care. Established in 2008, we are dedicated to creating a comprehensive, end-to-end homecare solution designed to empower individuals who are aging or living with disabilities, allowing them to thrive within their own homes and communities. Our team is driven by a passion for revolutionizing the healthcare landscape by developing a unique ecosystem that seamlessly connects patients, personal care providers, managed care organizations, and state agencies.

In this senior leadership role based in Bloomington, MN, the Director of Technical Customer Care will spearhead HHAeXchange’s Tier 1 Technical Customer Care organization. You will manage a dynamic, high-volume contact center dedicated to delivering top-notch product support to both new and existing Home Health Agency clients. Your leadership will be crucial in ensuring a superior customer experience through operational excellence and effective cross-functional collaboration.

You will be responsible for cultivating and guiding high-performing Tier 1 teams, establishing escalation frameworks, and empowering leaders to adeptly resolve complex technical issues. Your focus will also include driving process improvements and technology optimization to support efficient and accurate resolutions of intricate software challenges. To excel in this role, you should possess a strong background in leading a technical call center, a good grasp of healthcare software environments, and an adept understanding of technical troubleshooting frameworks, paired with the capability to steer both strategic initiatives and daily operations in a fast-paced setting.

About HHAeXchange

HHAeXchange is dedicated to transforming home and community-based care through innovative technology solutions, fostering a connected ecosystem that enhances the lives of patients and caregivers alike.

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