Healthcare Support Operations Manager

The Healthcare Operations Support Manager is responsible for facilitating and maintaining centralized customer support operations and administrative workflows for healthcare account customers. Work closely with Regional Healthcare Operations Managers, Partner Managers, Customer Service Representatives, National Account Coordinators, and the Director of Healthcare Solutions to ensure seamless inspection, service, and customer support process while maintaining operational efficiency and customer satisfaction.

ESSENTIAL JOB DUTIES:

• Act as the primary operational liaison between the Director of Healthcare Solutions, Regional Healthcare Operations Managers, Customer Service Representatives (CSRs), National Account Coordinators, and district offices.
• Lead and manage the Healthcare CSR team and National Account Coordinators.
• Conduct weekly operational meetings with Healthcare CSRs and National Account Coordinators.
• Train and onboard all new Healthcare CSRs and National Account Coordinators.
• Assign new healthcare accounts to the appropriate CSR or Coordinator.
• Lead and facilitate onboarding processes for new healthcare customers.
• Audit and validate that healthcare customer administrative requirements and operational expectations are being met.
• Assist in scheduling and assigning inspection, service, and repair work orders to the appropriate district or office.
• Follow up to ensure work is completed within required healthcare compliance timelines and to the customer's satisfaction.
• Support Regional Healthcare Operations Managers with operational coordination, customer communication, and administrative execution.
• Work directly with district offices and operations teams to ensure healthcare customer questions and concerns are addressed in a timely manner.
• Collaborate with Healthcare Operations Managers and district leadership to improve workflow consistency and customer experience.
• Maintain Healthcare SOP administrative processes and ensure proper workflow execution across supported regions.
• Maintain Salesforce Lightning and any thirdparty customer platforms utilized by healthcare accounts.
• Ensure reporting is completed, distributed, and reviewed on scheduled intervals.
• Support healthcare sales efforts through administrative coordination and customer account support.
• Participate in Quarterly and Annual Healthcare Division meetings.
• Other duties may be assigned.

QUALIFICATIONS

The qualifications listed below are representative of the elements required to perform the job successfully; however, in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• High School diploma/GED, required.
• Associate's and/or bachelor's degree, preferred.

Experience, Knowledge, Skill Requirements:

• Minimum of 3+ years of customer service, national accounts, healthcare operations, or administrative operations experience.
• Working knowledge of healthcare, customer expectations and compliance-driven environments preferred.
• Strong organizational and operational coordination skills required.
• Experience working within Salesforce, scheduling systems, and customer account platforms preferred.

Communication Skills:

• Must have the ability to effectively read, write, and communicate in English with employees, customers, and leadership teams.
• Must possess strong communication and collaboration skills across multiple operational groups and stakeholders.

Systems and Software Skills:

• Proficiency in Microsoft Office Suite required.
• Experience with Salesforce Lightning and third-party customer management systems preferred.

Other Qualifications:

• Valid driver's license with acceptable driving record, required.
• Must be able to comply with Summit's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.
• Travel up to 10%.

PHYSICAL & WORK ENVIROMENT REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit and stand for long periods. Employee will occasionally be required to drive, bend, kneel, balance, lift <20lb, walk, stand, ascend/descend stairs, reach above and below shoulders, stoop, and twist.

Work Environment:

Employee will consistently be required to work indoors in an office or remote setting, work alone and with others. Employee will occasionally be required to wear appropriate personal protective equipment, as required by company safety policies. Employee will rarely be required to travel.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer.

While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

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