Behavioral Health EHR

ICANotes was founded in 1999. We work with all clinical disciplines in both outpatient and inpatient settings to deliver the most clinically robust and intuitive charting solution for this specialty. 

Company Culture

At ICANotes, we believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders while fostering a culture of trust, respect, and accountability among team members.

What We Offer

• Competitive salary commensurate with experience
• Flexible remote work environment
• Collaborative, supportive, and innovative team culture
• Opportunities to shape the growth strategy of a mission-driven company
• Ongoing professional development and access to the latest marketing technology

Benefits for full-time domestic employees

• Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
• Basic term and optional term life insurance
• Short-term disability (paid for by the company) and long-term disability
• 401(k) and employer-matched retirement plan
• Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all)

Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WA

Responsibilities:

• Lead and motivate a team of remote customer support agents
• Create schedules and coverage plans for the customer support team; manage PTO and leave requests, ensuring coverage across all scheduled shifts
• Provide coaching, training, and performance feedback to enhance the team's skills and capabilities
• Foster a positive and collaborative work environment
• Evaluate and implement best practices that allow the department to run more efficiently and effectively
• Track and update management team on Support team KPIs
• Address customer inquiries, concerns, and escalations in a timely and professional manner; serve as the escalation point for customer issues
• Work closely with other departments to collaborate on team training to reduce knowledge gaps
• Become a product expert so that you are able to develop and deliver training programs for support agents and assess product knowledge
• Regularly review and improve existing procedures to enhance the overall support experience
• Identify and implement technology solutions to streamline support operations, including liaising with external vendors
• Address and resolve customer complaints, disputes, or concerns that have been escalated beyond the initial support level

Qualifications:

• Bachelor's degree preferred
• At least 4 years in a people management role required
• At least 4 years working in a customer support function required
• Experience resolving customer issues via phone/email required
• SaaS experience required 
• Familiarity with customer support software and tools
• Excellent communication and interpersonal skills, with the ability to remain calm and professional in high-pressure situations

Preferred Skills:

• Healthcare or EHR experience preferred; SaaS experience required
• Management/coaching abilities
• Good communication skills, both written and oral
• Good time management and organizational skills
• Proficient in Microsoft Office and Google applications, ticketing tools