Platinum Dermatology Partners
Job Details
Job Location Practice Support Center 1210 - Dallas, TX
Position Type Full Time
Description
Who We Are:
Platinum Dermatology Partnersis a network of high-quality dermatology clinics that focus on collaborative and innovative ideas to drive growth. We offer general dermatology, cosmetic, medical, plastic surgery, and cancer screening treatments. We have over 145 clinics, over 350 providers, and more than 2300 employees in clinics across Texas, Arizona, California, Nevada, and Florida. We are a rapidly growing company that allows our doctors to focus on providing exceptional care without worrying about the operational side of the business. Our core values focus on collaboration, ownership, respect, excellence, authenticity, and integrity. Our purpose is to empower the practice of exceptional dermatology.
Company Conformance Statements: In the performance of their respective tasks and duties, all employees are expected to conform to the following: Perform quality work within deadlines with or without direct supervision. Interact professionally with other employees, customers, and suppliers. Work effectively as a team contributor on all assignments. Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Position Summary: The primary role of the Help Desk Manager is to develop, lead and motivate a team of help desk and field tech professionals to deliver excellent technical support with outstanding customer service/satisfaction and timeliness. This includes establishing and managing Service Level Agreements (SLAs) as well as all procedures related to the identification, prioritization and resolution of end-user requests. The Help Desk Manager performs monitoring, tracking, and coordination of all Help Desk functions. In addition, the Help Desk Manager maintains team focus for the optimum end-user experience with technology. The Help Desk Manager will also contribute to incident resolution by giving remote and hands-on support and training to end-users.
The Help Desk Manager requires both knowledge of the software and hardware systems being supported and effective personnel management skills.
They are responsible for leading the Help Desk to engage in more proactive planning and support, along with organizing the Help Desk to be flexible and adaptable in meeting the changing needs of the company.
The Help Desk Manager monitors, maintains, and reports metrics for help desk efficiency and end-user satisfaction. This requires analytical ability to identify areas for improvement within the supported systems, the department, and the user community.
The Help Desk Manager must understand, apply, and maintain HIPAA-compliant systems, environments, and documentation as required.
Essential functions:
Ensure end-users are provided efficient and timely resolution on assigned incidents, according to SLAs. Ensure support availability for end-users for urgent incident resolution on a 24/7 basis, as needed. Support departmental efforts to achieve and maintain 99.999% uptime for mission-critical systems. Maintain a culture of optimum end-user experience with technologies. Maintain knowledge of HIPAA privacy and security. Perpetuate a culture of HIPAA compliance with the use of technology. Perform staff scheduling to ensure Help Desk coverage during normal business hours, field support, and on-call rotation as required. Train help desk staff to answer and resolve incoming calls. Solves or assists help desk representatives in solving non-routine or complex. software, hardware, network system, and procedural problems. Manage the Help Desk staff on performance evaluations, hiring, and disciplinary responsibilities. Understands and enforces company policies as published in the policies and procedures. Appropriately delegate assignments and provide tracking for optimal performance delivery. Establish and maintain a Help Desk ticketing system for task management, workflow, and tracking. Monitor information system, enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels. Maintain appropriate escalation procedures to ensure efficient incident resolution regardless of complexity. Analyze incident reports to identify chronic conditions for resolution by way of training or re-engineering. Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department. Ensure that decisions made to improve the overall customer support of the Help Desk are continually carried through. Coordinate the training requirements of Help Desk personnel. Contribute to departmental productivity and development objectives by participating in training programs. Provide leadership by projecting a positive attitude and providing learning incentives. Accurately communicate pertinent information. Assist in the development and implementation of quality improvement programs for assigned departments. Solve problems and make decisions daily relative to Help Desk responsibilities. Represent Help Desk in business initiatives where new workflows will result in increased calls for support. Represent the IT Department with enthusiasm and create a positive image for efficient incident resolution. Professionally resolve problem situations. Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Cost-effectively perform duties to avoid waste of resources without jeopardizing the quality of care and service. Maintain competency and enhance professional growth and development through continuing education and conferences. Provide off-hours/after-hours support for all critical support issues, providing advanced first-level technology support. Meet with technology technicians, attend seminars, and read industry-related publications to remain abreast of technology advances. Management skills are required to successfully perform the planning, directing, reporting, and administrative responsibilities of this position. Demonstrate management and decision-making skills concerning Information Systems policies, processes, and procedures, with a proven track record of completing tasks and/or projects within budget and on schedule. Manage multiple high-priority initiatives in a fast-paced, highly technical environment. Perform duties and responsibilities as assigned by the Director of Information Technology. Create long-term strategies for the growth and maintenance of the help desk department, and make budgetary recommendations to management. Confer with staff, end-users, supervisors, and managers to determine support requirements for new features, applications, or the company's system functionality. Prepare activity reports and write recommendations for management review. Coordinate the scheduling of help desk technicians. Assist with the implementation of procedures for regulatory and compliance changes for the company. Qualifications
Education:
High School Diploma or GED is required. Associate's or Bachelor's Degree is preferred,and/or professional certifications in Computer Science, technology, or related disciplines. Job Specifications:
Advanced knowledge of business-critical applications (NextGen, Windows, Outlook, MS365). Advanced knowledge of help desk ticket management and reporting system (Manage Engine). Advanced knowledge of help desk escalation and service level agreement protocols. Advanced knowledge of computing hardware (IGels, laptops, desktops). Functional knowledge of network infrastructure for thin client environments. Functional knowledge of network applications. Basic understanding of /LAN/WAN/, PC, Servers, and thin client hardware. Basic knowledge of network protocols such as DNS, DHCP, TCP/IP. Basic knowledge of routing and switching equipment. Support technology end-users at Level 1 and Level 2, and escalate Level 3 severity issues. Manage Microsoft Active Directory services for user access to data systems. Demonstrates strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company. Prepares, reads, comprehends, and analyzes a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation, and correspondence required by the job. Speaks to individuals or groups of people with poise, voice control, and confidence. Responds adequately to inquiries or complaints. Applies principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions. Applies common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form. Communicates effectively and efficiently in whatever communication device or system is required (telephone, email, chat). Uses/interprets job-related terminology, and functions effectively and efficiently. Deals with people beyond giving and receiving instructions, and maintaining effective working relationships. Performs under stress, deals with persons acting under stress, and adapts when confronted with emergencies. Operates /uses a variety of job-specific office machines and other office equipment. Manages multiple high-priority initiatives in a fast-paced, highly technical environment. Successfully performs the planning, directing, reporting, and administrative responsibilities of this position. Uses written and verbal communication skills to present department plans and activities to individuals and groups throughout the company. Position Performance Criteria:
Accurately interpret and enforce company policies and procedures. Provide fast and accurate resolution or assignment/escalation on all incidents reported to the Help Desk. Thoroughly and accurately document root cause, resolution, and other important incident data. Audit and ensure accuracy for subordinate documentation on assigned incidents. Ensure staff development to maintain enthusiastic, courteous, and professional end-user engagement. Communicate professionally and respectfully with clients, superiors, subordinates, and others. Precision and accuracy in problem resolutions. Enthusiasm and professional conduct in end-user support. Responsiveness to SLAs on assignments. Specific system knowledge and execution of routine tasks. Knowledge and enforcement of HIPAA policies and procedures. Use of Tools and Technology. Adherence to best practices. Availability/Uptime of assigned systems. Knowledge and skillset. Completion of continuing education and assigned training. Contribution and cooperation in a multi-team environment. Physical Demands :
Ability to work long hours during project roll-outs or maintenance windows. Ability to lift a minimum of 50lbs. Ability to work independently of others and as a team player. Our competitive benefits package includes the following:
Medical, Dental, and Vision insurance Short-term/Long-term disability Life and other voluntary plans 401(k) plan Employee Referral Program Paid Time-Off Company-Paid Holidays
Equipment Operated: Standard office equipment, including computers, fax machines, copiers, printers, telephones, etc.
Physical Requirements: Must possess manual dexterity to operate office machines, including computer and calculator; stooping and bending to handle files and supplies; and mobility to complete errands or deliveries. Includes handling of sharps and chemicals.
Equal Employment Opportunity:
Platinum Dermatology Partners is committed to a policy of equal employment opportunities for applicants and Employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964, The Age Discrimination in Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, the California Fair Employment and Housing Act, and all other applicable state and federal laws.
Platinum Dermatology Partners does not permit discrimination of any type against an employee because of any of the following legally protected characteristics: gender, race, color, religion, country of origin, mental disability, physical disability, marital status, gender identity, gender expression, ancestry, genetic information, medical condition, age, sexual orientation, or pregnancy.
Please note that any offer of employment is contingent on the successful completion of pre-employment background checks.
No phone calls or agencies, please.
Job Location Practice Support Center 1210 - Dallas, TX
Position Type Full Time
Description
Who We Are:
Platinum Dermatology Partnersis a network of high-quality dermatology clinics that focus on collaborative and innovative ideas to drive growth. We offer general dermatology, cosmetic, medical, plastic surgery, and cancer screening treatments. We have over 145 clinics, over 350 providers, and more than 2300 employees in clinics across Texas, Arizona, California, Nevada, and Florida. We are a rapidly growing company that allows our doctors to focus on providing exceptional care without worrying about the operational side of the business. Our core values focus on collaboration, ownership, respect, excellence, authenticity, and integrity. Our purpose is to empower the practice of exceptional dermatology.
Company Conformance Statements: In the performance of their respective tasks and duties, all employees are expected to conform to the following: Perform quality work within deadlines with or without direct supervision. Interact professionally with other employees, customers, and suppliers. Work effectively as a team contributor on all assignments. Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Position Summary: The primary role of the Help Desk Manager is to develop, lead and motivate a team of help desk and field tech professionals to deliver excellent technical support with outstanding customer service/satisfaction and timeliness. This includes establishing and managing Service Level Agreements (SLAs) as well as all procedures related to the identification, prioritization and resolution of end-user requests. The Help Desk Manager performs monitoring, tracking, and coordination of all Help Desk functions. In addition, the Help Desk Manager maintains team focus for the optimum end-user experience with technology. The Help Desk Manager will also contribute to incident resolution by giving remote and hands-on support and training to end-users.
The Help Desk Manager requires both knowledge of the software and hardware systems being supported and effective personnel management skills.
They are responsible for leading the Help Desk to engage in more proactive planning and support, along with organizing the Help Desk to be flexible and adaptable in meeting the changing needs of the company.
The Help Desk Manager monitors, maintains, and reports metrics for help desk efficiency and end-user satisfaction. This requires analytical ability to identify areas for improvement within the supported systems, the department, and the user community.
The Help Desk Manager must understand, apply, and maintain HIPAA-compliant systems, environments, and documentation as required.
Essential functions:
Ensure end-users are provided efficient and timely resolution on assigned incidents, according to SLAs. Ensure support availability for end-users for urgent incident resolution on a 24/7 basis, as needed. Support departmental efforts to achieve and maintain 99.999% uptime for mission-critical systems. Maintain a culture of optimum end-user experience with technologies. Maintain knowledge of HIPAA privacy and security. Perpetuate a culture of HIPAA compliance with the use of technology. Perform staff scheduling to ensure Help Desk coverage during normal business hours, field support, and on-call rotation as required. Train help desk staff to answer and resolve incoming calls. Solves or assists help desk representatives in solving non-routine or complex. software, hardware, network system, and procedural problems. Manage the Help Desk staff on performance evaluations, hiring, and disciplinary responsibilities. Understands and enforces company policies as published in the policies and procedures. Appropriately delegate assignments and provide tracking for optimal performance delivery. Establish and maintain a Help Desk ticketing system for task management, workflow, and tracking. Monitor information system, enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels. Maintain appropriate escalation procedures to ensure efficient incident resolution regardless of complexity. Analyze incident reports to identify chronic conditions for resolution by way of training or re-engineering. Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department. Ensure that decisions made to improve the overall customer support of the Help Desk are continually carried through. Coordinate the training requirements of Help Desk personnel. Contribute to departmental productivity and development objectives by participating in training programs. Provide leadership by projecting a positive attitude and providing learning incentives. Accurately communicate pertinent information. Assist in the development and implementation of quality improvement programs for assigned departments. Solve problems and make decisions daily relative to Help Desk responsibilities. Represent Help Desk in business initiatives where new workflows will result in increased calls for support. Represent the IT Department with enthusiasm and create a positive image for efficient incident resolution. Professionally resolve problem situations. Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Cost-effectively perform duties to avoid waste of resources without jeopardizing the quality of care and service. Maintain competency and enhance professional growth and development through continuing education and conferences. Provide off-hours/after-hours support for all critical support issues, providing advanced first-level technology support. Meet with technology technicians, attend seminars, and read industry-related publications to remain abreast of technology advances. Management skills are required to successfully perform the planning, directing, reporting, and administrative responsibilities of this position. Demonstrate management and decision-making skills concerning Information Systems policies, processes, and procedures, with a proven track record of completing tasks and/or projects within budget and on schedule. Manage multiple high-priority initiatives in a fast-paced, highly technical environment. Perform duties and responsibilities as assigned by the Director of Information Technology. Create long-term strategies for the growth and maintenance of the help desk department, and make budgetary recommendations to management. Confer with staff, end-users, supervisors, and managers to determine support requirements for new features, applications, or the company's system functionality. Prepare activity reports and write recommendations for management review. Coordinate the scheduling of help desk technicians. Assist with the implementation of procedures for regulatory and compliance changes for the company. Qualifications
Education:
High School Diploma or GED is required. Associate's or Bachelor's Degree is preferred,and/or professional certifications in Computer Science, technology, or related disciplines. Job Specifications:
Advanced knowledge of business-critical applications (NextGen, Windows, Outlook, MS365). Advanced knowledge of help desk ticket management and reporting system (Manage Engine). Advanced knowledge of help desk escalation and service level agreement protocols. Advanced knowledge of computing hardware (IGels, laptops, desktops). Functional knowledge of network infrastructure for thin client environments. Functional knowledge of network applications. Basic understanding of /LAN/WAN/, PC, Servers, and thin client hardware. Basic knowledge of network protocols such as DNS, DHCP, TCP/IP. Basic knowledge of routing and switching equipment. Support technology end-users at Level 1 and Level 2, and escalate Level 3 severity issues. Manage Microsoft Active Directory services for user access to data systems. Demonstrates strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company. Prepares, reads, comprehends, and analyzes a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation, and correspondence required by the job. Speaks to individuals or groups of people with poise, voice control, and confidence. Responds adequately to inquiries or complaints. Applies principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions. Applies common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form. Communicates effectively and efficiently in whatever communication device or system is required (telephone, email, chat). Uses/interprets job-related terminology, and functions effectively and efficiently. Deals with people beyond giving and receiving instructions, and maintaining effective working relationships. Performs under stress, deals with persons acting under stress, and adapts when confronted with emergencies. Operates /uses a variety of job-specific office machines and other office equipment. Manages multiple high-priority initiatives in a fast-paced, highly technical environment. Successfully performs the planning, directing, reporting, and administrative responsibilities of this position. Uses written and verbal communication skills to present department plans and activities to individuals and groups throughout the company. Position Performance Criteria:
Accurately interpret and enforce company policies and procedures. Provide fast and accurate resolution or assignment/escalation on all incidents reported to the Help Desk. Thoroughly and accurately document root cause, resolution, and other important incident data. Audit and ensure accuracy for subordinate documentation on assigned incidents. Ensure staff development to maintain enthusiastic, courteous, and professional end-user engagement. Communicate professionally and respectfully with clients, superiors, subordinates, and others. Precision and accuracy in problem resolutions. Enthusiasm and professional conduct in end-user support. Responsiveness to SLAs on assignments. Specific system knowledge and execution of routine tasks. Knowledge and enforcement of HIPAA policies and procedures. Use of Tools and Technology. Adherence to best practices. Availability/Uptime of assigned systems. Knowledge and skillset. Completion of continuing education and assigned training. Contribution and cooperation in a multi-team environment. Physical Demands :
Ability to work long hours during project roll-outs or maintenance windows. Ability to lift a minimum of 50lbs. Ability to work independently of others and as a team player. Our competitive benefits package includes the following:
Medical, Dental, and Vision insurance Short-term/Long-term disability Life and other voluntary plans 401(k) plan Employee Referral Program Paid Time-Off Company-Paid Holidays
Equipment Operated: Standard office equipment, including computers, fax machines, copiers, printers, telephones, etc.
Physical Requirements: Must possess manual dexterity to operate office machines, including computer and calculator; stooping and bending to handle files and supplies; and mobility to complete errands or deliveries. Includes handling of sharps and chemicals.
Equal Employment Opportunity:
Platinum Dermatology Partners is committed to a policy of equal employment opportunities for applicants and Employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964, The Age Discrimination in Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, the California Fair Employment and Housing Act, and all other applicable state and federal laws.
Platinum Dermatology Partners does not permit discrimination of any type against an employee because of any of the following legally protected characteristics: gender, race, color, religion, country of origin, mental disability, physical disability, marital status, gender identity, gender expression, ancestry, genetic information, medical condition, age, sexual orientation, or pregnancy.
Please note that any offer of employment is contingent on the successful completion of pre-employment background checks.
No phone calls or agencies, please.