Physician Technical Support Manager

Job DescriptionJob Description

This is a 100% in-office-based position.

About Us:

TeleSpecialists is transforming healthcare delivery as the nation's largest and fastest-growing digital healthcare leader. By providing expert neurological and psychiatric care directly to over 400 hospitals and health systems across the country, we don't just provide care; we pioneer solutions that make quality healthcare easily accessible.

Join a team where your passion meets our purpose. If you’re inspired by innovation, thrive in a collaborative and entrepreneurial environment, and want to be a part of a team that’s reshaping the future of patient care, we want you on our team. At TeleSpecialists, you'll discover more than just a job. You will be able to experience meaningful work, accelerated career growth, and the opportunity to redefine healthcare for the future.

Tele Specialists Offers:

• A great culture with a team environment
• A fun, diverse work environment
• A rapidly growing company with career advancement opportunities
• Medical, Dental and Vision benefits
• Tuition Reimbursement
• 401k match
• Paid Vacation
• Leadership Training Classes
• Mentorship Program

About the Role

TeleSpecialists is seeking a dedicated and experienced Physician Technical Support Manager to oversee our 24/7 support desk operations, primarily focused on providing exceptional support to our physicians. The ideal candidate will possess a strong background in healthcare IT, particularly in supporting various Electronic Medical Records (EMR) systems, telemedicine carts, and video platforms. This position involves developing and managing a team of technical support professionals while ensuring high-quality, timely responses to support requests.

Essential Responsibilities of this Role

• Oversee daily operations of the 24/7 physician support desk, ensuring efficient and effective support for physicians and clinical operations support personnel.
• Develop, mentor, and lead a high-performing team of physician support specialists, fostering an environment of continuous improvement.
• Implement and maintain processes for ticket auditing, ensuring that all support requests are addressed promptly and appropriately while adhering to quality standards.
• Collaborate with IT stakeholders to establish and manage support protocols for various EMRs and telemedicine technologies.
• Serve as a liaison between physicians, IT, hospitals partners and clinical operations to ensure informatics and telehealth solutions and support meet clinical and operational requirements.
• Coordinate and provide training for support desk team members on new technologies, systems, and procedures.
• Monitor support desk metrics and performance indicators, generating reports to identify trends, areas for improvement, and ultimately improve response times and user satisfaction.
• Act as a point of escalation for complex support issues, providing technical guidance and resolution strategies.
• Work with cross-functional teams to understand user needs and improving service delivery.
• Stay current with healthcare technology trends and innovations to ensure TeleSpecialists remains a leader in telemedicine support.

What you Need to Succeed in the Role

• Bachelor’s degree in Computer Science, Information Technology or related field, or equivalent work experience.
• Minimum of 5 years of experience in a help desk or technical support role, with at least 2 years in a management or leadership position.
• Strong knowledge of IT systems, applications, hardware, software, networks and security.
• Strong understanding of healthcare systems, particularly EMRs and telemedicine platforms.
• Experience with help desk ticketing systems and customer support frameworks.
• Excellent communication skills, both written and verbal, with a focus on customer service and physician support.
• Proven problem-solving abilities and a proactive approach to addressing user concerns.
• Ability to work independently and as part of a team, manage multiple tasks and prioritize workload.
• Ability to work under pressure, handle stress and adapt to changing situations.
• Ability to work flexible hours as required, including evenings and weekends.