Manager, Technical Support

Every day, it feels like healthcare becomes less about the practice of medicine. Hospitals and private practices operate on razor-thin margins, caught between the bureaucracy of insurance companies and ballooning administrative costs. And technological advancements — from electronic health record systems to dictation software — have failed to live up to their promise of making the lives of all healthcare staff easier. 

Athelas' mission is to once again make health the focus of healthcare by using AI and automation to eliminate distractions and keep providers connected to their patients throughout the care journey.

The Athelas suite of automated and AI-enabled hardware, software, and services results in happier and healthier patients, less time wasted on administrative tasks, safer staff, and more reliable insurance reimbursements. Since merging with Commure, our growing suite of solutions now includes:

• Patient Engagement - Commure Engage empowers providers to connect with their patients throughout the care journey, reducing no-shows and improving health outcomes

• Workflow Automation - PatientKeeper and other workflow tools automate repetitive tasks, allowing healthcare workers to spend more time with patients 

• Staff Safety - Commure Strongline protects staff from workplace violence by empowering them to call for help to de-escalate potentially violent situations  

• At-Home Monitoring - Athelas Care Management offers a suite of remote sensors that allow doctors to bring healthcare into the home, saving lives through early intervention

• Billing Solutions - Athelas RCM offers AI-driven, full-cycle revenue cycle management solutions that optimize claims submission, ensuring insurers pay every dollar they owe for work performed by healthcare providers

• Automated Dictation - Athelas Scribe utilizes the power of LLMs to record and automatically summarize appointments, saving doctors countless hours every day

Athelas takes a provider-focused approach to healthcare and the healthcare industry has noticed. We’ve grown more than 500% year over year for three consecutive years. We support more than 250,000 clinicians and staff and hundreds of thousands of patients across hundreds of care sites. And we’re just getting started. Backed by General Catalyst, Sequoia, and many other leading investors, Athelas & Commure is positioned to be the defining healthcare tech company of the next 15 years.

If you're eager to advance our mission to make health the focus of healthcare, come join us!

Role Summary:

Commure + Athelas is looking for a Manager of Technical Support to lead and enhance our healthcare industry's 24x7x365 support team, specifically for our PatientKeeper product, ensuring exceptional service delivery and operational excellence.

Reporting into Senior Management, you will be a crucial member of the Technical Support Team at Commure + Athelas. You will provide both technical and operational leadership, focusing on team growth, customer satisfaction, and efficient support operations. As Manager of Technical Support, you will shape our growing support team through ongoing training, new initiatives, and measured results-based management practices. This is a player-coach role; to be successful, you must position yourself as a strong technical leader as well as an operational leader. With a data-driven and customer-focused mindset, you'll be viewed as a key liaison with the functional teams. This is a full-time remote position leading a talented team of support engineers to shape the future of our support organization and make a significant impact on our global customers.

Responsibilities

• Provide strong technical and operational leadership for one of our support teams.

• Hire, train, and mentor new staff as needed.

• Manage day-to-day operations, including scheduling shifts and handling after-hours emergency support.

• Prioritize and distribute inbound cases, ensuring adherence to SLAs and department policies.

• Participate in high-profile customer case management calls and act as the primary contact for issue resolution.

• Work with support leadership to manage goals, metrics, and reporting.

• Successfully manage cross-functional task teams through critical and highly visible customer service events.

• Provide feedback to Senior Management on product challenges and support trends.

• Identify and implement process improvements to enhance support team efficiency.

• Develop and maintain documentation for support processes and procedures.

• Build and expand customer relationships to ensure high levels of customer satisfaction.

• Handle escalations and ensure prompt resolution of customer issues during business hours and after-hours.
  

Requirements

• BS in Computer Science or related discipline.

• Prior experience in the Healthcare industry.

• 5+ years of direct software vendor Technical Support Management experience OR a minimum of 2 years as a Sr. Technical Support Engineer or Tech Lead.

• Excellent people management skills, including career development, mentoring, and coaching.

• Proven track record of working in high-paced, agile business environments.

• Strong communication skills, both oral and written.

• Solid foundation in analytical and structured approaches for solving technical and business problems.

• Demonstrated experience in building and expanding customer relationships.

• Proficiency with mainstream management tools such as Microsoft Excel, PowerPoint, and Visio.

• Familiarity with web development technologies (Java/Apache Tomcat/PHP/HTML/XML/JavaScript).

• Familiarity with one or more enterprise relational database technologies (Oracle, Microsoft, IBM).

• Experience utilizing SQL.

• Prior experience with HL7 and complex system interfaces.

The salary range that Commure/Athelas reasonably expects to pay for this position is $105,000 - $125,000. Actual salary offered will vary depending on factors including but not limited to: location, education, experience, skills, and qualifications. In addition to your salary, Commure also offers many competitive elements in our total compensation package for employees such as equity, a comprehensive benefits package, and flexible time off.

Why You’ll Like Working with Athelas

• Execution focused, driven team: Join a team with an incredible record - we are the smallest, fastest company in history to receive FDA hematology clearance. We are also the largest Remote Patient Monitoring company in the US, with a fast-growing SaaS Revenue Cycle Management business as well

• Technology Focus: Revolutionizing how technology can be used in the healthcare industry

• Strong Backing: $132M Series B raised from the likes of Sequoia, General Catalyst, Tribe, Y Combinator

• Mission Driven: We are changing the way healthcare is provided, bringing it directly to the people who need it with technology-enabled solutions

• Incredible Growth: Revenue growth of 5x over the past 6 months and we're just getting started!

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off.

Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization.

Employees will be required to attest to these requirements upon hire and on an annual basis.