Supervisor, Support Services - Patient Collaboration

The backbone of the healthcare system is communication — between patients and their doctors, among healthcare teams, and even between practices and third-party providers like pharmacies, labs, and insurance companies. 

But healthcare communication today is broken. It’s disconnected, siloed, antiquated, and highly inefficient… we’re trying to fix that.

Klara’s mission is to transform communication in healthcare, so every patient can receive great care. 

We believe that the future of healthcare will be amazing. It will be patient-centric and truly connected — so medical teams can work together easily, information can be shared between people and systems seamlessly, and patients can always get the high-quality care that everyone deserves.

Our mission is big, and our team is still growing. And that’s where you come in.

Having recently joined the ModMed family, we are well funded and growing quickly, with plenty of interesting challenges to tackle and foundations to build. It’s an entrepreneurial environment filled with opportunities for personal growth, where there is no shortage of projects to own or game-changing ideas to suggest. We are autonomous, data-driven, humble, and transparent. We have a healthy irreverence for the status quo and a relentless passion for making our users’ lives better. And we believe the power of a talented team can accomplish anything — even revolutionizing healthcare.

About the Role:

We are hiring a Supervisor of Support Services to accomplish department objectives by supervising staff and organizing and monitoring work processes. The incumbent maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities, and accomplishes staff job results by coaching, counseling, and disciplining employees. 

Responsibilities:

• Ensure professional and courteous customer support services.
• Promote a productive and positive experience with customers to ensure high quality support.
• Handle escalated customer service issues as needed.
• Control costs by managing staffing levels, adjusting as volume dictates.
• Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.
• Administer motivational programs including incentives and contests to drive performance.
• Oversee the development and maintenance of training and document resources for the team.
• Work across departments in support of the organization. First-Level Supervisor.
• Manage the activities of team members.
• Conduct interviews, hiring, and performance reviews.

Requirements:

• 4 plus years of experience with at least one year of leadership responsibility.
• Excellent communication and leadership, and relationship management skills.
• Exhibits strong functional area expertise.

We Offer:

• Extensive career and growth opportunities in a fast-growing technology and health care area
• The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
• The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
• Competitive compensation package
• Amazing culture
• Personal education budget
• Monthly budget for team events (team building, lunches, happy hours...)
• Generous vacation policy
• Remote work opportunities

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We Offer:

• Extensive career and growth opportunities in a fast-growing technology and health care area
• The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
• The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
• Competitive compensation package
• Amazing culture
• Personal education budget
• Monthly budget for team events (team building, lunches, happy hours...)
• Generous vacation policy
• Top-of-the-line Macbook with powerful specs
• Remote work opportunities