Lead Client Support Analyst
Core
Operational owner of the Client Support team ensuring high-quality support delivery, queue health, and team development for clinical documentation specialists and coders at US health systems.
Role type
Senior individual-contributor support operations lead
Builds
Operational backbone for Client Support team, quality assurance programs, and process improvements
Domain
Healthcare technology / SaaS / Revenue Cycle Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Support operations management, quality assurance/audit, team coaching and training, process improvement, Zendesk administration, complex issue resolution, stakeholder communication
Preferred skills
Salesforce, SQL, EMR systems, medical terminology, hospital workflows
Technologies
Zendesk, Jira, Salesforce, SQL, EMR systems
Responsibilities
Own daily operations including queue health monitoring and team standups, manage Zendesk QA program and ticket hygiene, handle operational escalations and facilitate live-issues meetings, coach and train support team members, provide front-line coverage for complex client issues, partner with Client Success Operations on process improvements
Seniority
Senior, hands-on IC with team ownership
