[jsfg_cinti] Job Posting: Manager, Care360™ Support Services 

The following job opportunity has been posted to the JSFG E-mail Mailing Li=
st.

Date: 02/18/08
JobTitle: Manager, Care360=EF=BF=BD Support Services=20
JobClass: Information Systems
JobDescript: Job Summary:
The Care360 Support Services Manager is the leader of the tier 2 technical =
support group servicing internal and external customers of Quest Diagnostic=
s and MedPlus, their installed products and related software.  The Care360 =
Support Services Manager acts as the mentor and is the primary contact for =
the rest of the Customer Support team members for technical questions.

Principal Responsibilities:
=EF=BF=BD=09Manages the daily work activities and operations of the Care360=
 Customer Support tier 2 support staff.
=EF=BF=BD=09Develops, maintains, documents and implements procedures relati=
ve to customer support that will result in high levels of customer service.
=EF=BF=BD=09Works with other Quest Diagnostics and MedPlus Development, Net=
work Operations and Application Support groups to identify, track, evaluate=
 and resolve all software application problems.
=EF=BF=BD=09Oversees training, mentoring and counseling staff to ensure wel=
l rounded knowledge, top performance, and high morale.
=EF=BF=BD=09Analyzes service desk activity and makes recommendations for in=
creased efficiency, effectiveness and quality.
=EF=BF=BD=09Services as a liaison to third party vendors relative to custom=
er support, such as SureScripts, RxHub, and various Pharmacy Billing Manage=
ment companies.
=EF=BF=BD=09Serves as a liaison to Quest Diagnostics and MedPlus product de=
velopment committees for applications such as Hub, AutoReceive, Physician P=
ortal and eMaxx.
=EF=BF=BD=09Oversees the Customer Support team validation efforts associate=
d with production releases of all Quest Diagnostics and MedPlus software ap=
plications.
=EF=BF=BD=09Provides metric information to appropriate MedPlus staff.

REQUIRED KNOWLEDGE:=20
=EF=BF=BD=09Ability to evaluate and prioritize incoming requests for assist=
ance
=EF=BF=BD=09Subject matter expertise in all Quest Diagnostics and MedPlus s=
oftware applications relative to system administration and tier 2 customer =
support.
=EF=BF=BD=09Excellent working knowledge of Internet, MS Office, and network=
ing principles
=EF=BF=BD=09Strong working knowledge of Windows Operating System environmen=
ts
=EF=BF=BD=09Excellent problem solving, decision making skills; customer ser=
vice and interpersonal skills using tact, patience and courtesy.


Minimum Qualifications:
=EF=BF=BD=09B.S. Degree or equivalent related experience, preferred.
=EF=BF=BD=095 to 7 years related experience working in a technical call cen=
ter environment
=EF=BF=BD=093 years in Lead, Supervisor, or Managerial role

Location: Cincinnati/ Mason OH
Requirements_Qualif:=20
WorkType: Full-time Regular
Travel: No
PositionState: Existing
SalaryRange: $negotiable=20
HowApply_Email: Yes
Company: MedPlus Inc
Person_Requesting_Profiles: Devika Srivastava
Contact_StreetAddress: 4690 Parkway Drive
Contact_City: Mason
Contact_State: OH=20
Contact_ZipCode: 45040
Contact_WorkPhone: 513-229-5500
Contact_FAX:=20
email: dsrivastava@xxxxxxxxxxx
Industry:=20
Comments:=20




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