Director, End-User Services

Company: WellBe Senior Medical
Location: Atlanta
Posted on: September 17, 2020

Job Description:

Director, End-User Services in Atlanta, Georgia | Careers at Atlanta Skip Branding Home

Why WellBe

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Join Our Team

Join Our Team We put patients first. That’s what we do, and we’re building a team of the most talented and diverse people who are ready to deliver better care for better living. WellBe’s clinician-driven model is doing things differently and changing healthcare as we know it.

WellBe is seeking individuals that possess unique qualities that will allow us to provide differentiated care to patients in need. Are you someone that shares in our vision to advance healthcare for frail elderly polychronic patients?

By joining WellBe you have an opportunity to lead and transform how we improve the quality of life for our patients and make a lasting impact. WellBe is built on the foundation of our core values of patients’ first, courageous teamwork, respect and trust, learn and share and owning the solution. Combined, these five values create a diverse and inclusive culture unlike any other.

Our success depends entirely on the strength of our most valuable asset – our people. We need your talent to take WellBe to the next level.

Do you have what it takes? Why Join WellBe? Go Above and Beyond for Patients

Make a lasting difference in the life of patients you interact with every day. By helping patients navigate the complexity of healthcare and managing their conditions, you can improve their life.

Work Your Way

Shape and meld your day to best fit your style of patient care. Thrive in an environment where you are empowered to deliver care with personality, creating an unmatched patient experience.

Clinically Integrated Technology

Arming our clinicians with the best technology is essential to our mission. By joining WellBe you will be given tools to optimize your schedule and interdisciplinary support, removing barriers from delivering patient care.

Total Rewards

We only hire the best and value their worth. WellBe offers competitive compensation and generous benefits that rival anything else out there.

Our Mission We’ve set out to help our patients lead a meaningful life by delivering the most complete care™. To accomplish this, we are assembling an interdisciplinary team that cares for people and is dedicated to working together to meet the needs of older adults with chronic, complex health needs. WellBe combines the human touch of home-based medical care with the all the knowledge, tools, and technology modern medicine has to offer.

Training and Development Are you looking to become the best at what you do? WellBe has built a training and development program that will allow you to thrive. Combining best-in-class clinical training and fellowship, alongside a mentorship program led by industry renowned clinicians will launch your abilities to the next level.

Diversity and Inclusion Woven throughout WellBe is a deep-rooted belief that what makes each of us different is what makes us stronger. Whatever drives you in life and makes you-you is what sets WellBe apart. We need your uniqueness to create diversity of thought, decision-making, and care. Transparency in how we communicate allows all team members to understand our business and strengthens our inclusive culture. We are challenging the status quo by doing things differently – come find out how.

WellBe Senior Medical is an Equal Opportunity Employer, which means we are committed to providing an environment of learning from diversity, mutual respect, inclusion of all applicants, and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

WellBe believes diversity and inclusion among our teammates is vital to our success as a patient focus healthcare company. We seek to recruit, develop, and retain the most talented individuals in the pursuit of building a national company dedicated to “Better Care, For Better Living”.

We help our patients lead healthier, meaningful lives by delivering the most complete care.

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WellBe Senior Medical: Better care for the better living. Director, End-User Services in Atlanta, Georgia | Careers at Atlanta Skip to Main Content Please Enable Cookies to Continue Please enable cookies in your browser to experience all the personalized features of this site, including the ability to apply for a job. Welcome page Returning Candidate? Log back in! Director, End-User Services Job Locations US-GA-Atlanta ID 2020-1143 Category IT Operations Type Active/Full Time/Regular Job Description RESPONSIBILITIES

• Provide general IT technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via remote-access or in person as needed with a customer service minded approach

• Demonstrate a focus on listening to and understanding client/customer needs and then exceeding service and quality expectations.

• Talking users through basic problem-solving processes; Isolating problems, determine and implement solution with follow through to ensure issue has been resolved

• Provide thought leadership for implementation of new process, procedures, and policies for supporting end-users and their technology

• Work to build the appropriate organization to support a mobile work force in a fast paced growing company.

• Accelerate adoption of existing technologies and educate end users.

• Managing Computer and associated technology assets

• Perform system administration for enterprise systems

• Gain and track feedback from customers about computer usage, technical problems, and areas of opportunity to implement solutions

• Develop partnerships with cross functional partners and teams

• Create training manuals and how-to documents to assist users in their day to day activities

• Provide training when appropriate to end users for onboarding and ongoing support

Job Requirements EDUCATIONAL REQUIRMENTS

• Bachelor’s degree in Computer Science, Information Technology, or similar field

REQUIRED SKILLS AND ABILITIES

• 7+ years of experience configuring servers/systems in a large End User Services environment required

• 5+ years of experience in technical support, technical account management or customer support with at least 3+ years with a track record of success as a customer support leader

• 3+ years of proven leadership and/or management experience

• Excellent analytical and diagnostic skills

• Advanced knowledge of help desk software and remote-access systems

• High-level communication skills

• Willingness to share and receive information and ideas from all levels of the organization to achieve the desired results.

• Ability to troubleshoot complex hardware and software issues

• Excellent time management

• Patience and understanding

• Knowledge of computer software systems, office applications, enterprise SAAS applications

• Knowledge of Freshdesk, RingCentral, Google and/or Click Software Field Service Edge is a plus

PERFORMANCE INDICATIORS

• Happy, Satisfied End-Users

SUPERVISORY RESPOSIBILITY

Supervisory responsbility as required by department need

TRAVEL REQUIRMENTS

Travel may be required up to 20% locally or nationally

WORK CONDITIONS

• Ability to lift up to 20lbs.

• Ability to stand for extended periods

• Fine motor skills

• Visual acuity

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.

Job Summary ABOUT WELLBE

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Director of End-User Services oversees the day to day operations of Field Service, IT Service Desk, End User Computing, Mobility, and IT collaboration on a national level. This role provides executive level technical support to internal customers experiencing computer hardware and software issues. They are responsible for creating policies, procedures, training, and enablement associated with end-user technology and support. They respond to queries mostly over the phone and occasionally in person, assess and diagnose computer hardware and software problems and implement effective solutions. This is a ground floor opportunity in an exciting and fast paced start-up.

Under the direction of the CIO, in this position you will use your current knowledge of the user and technical support industry including best practices, tools, and trends. To ensure success you should have advanced knowledge of computer software and hardware systems, excellent diagnostic, high-level communication skills and patience. A strong foundational understand of IT systems, infrastructure, networking, SaaS applications and end-user operation is required for this position. You must have a passion for supporting and enabling end-users with their technology daily and delivering white glove user centric support across a distributed technically diverse user community. Experience in building and growing teams to deliver high functioning support and enablement will be a key to success and growth in this position. If you can support end-users such that they are informed, happy and inspired, this is a job for you.

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Keywords: WellBe Senior Medical, Atlanta , Director, End-User Services, Other , Atlanta, Georgia