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CODAMETRIX Director of Support in Boston, Massachusetts

CodaMetrix is revolutionizing Revenue Cycle Management with its AI-powered autonomous coding solution, a multi-specialty AI-platform that translates clinical information into accurate sets of medical codes. CodaMetrix’s  autonomous coding supports improved patient care and drives efficiency under fee-for-service and value-based care models.

We are passionate about getting doctors away from the keyboard and back to clinical care. 

Job Description:

We are seeking an experienced Director of Support to lead our Support team within the Professional Services department. Reporting to the Executive Director of Customer Success, the ideal candidate will be responsible for managing and inspiring the Support team to deliver exceptional customer experiences and drive continuous improvement.

Key Responsibilities:

  • Exceed customer expectations in support turnaround and status reporting

  • Lead and inspire the Support team to achieve goals and objectives related to customer experience

  • Develop and maintain analytical customer programs that generate actionable reports in collaboration with the Professional Services department

  • Establish and monitor KPIs for the Support team

  • Spearhead projects to understand the needs of current customers

  • Report project status in internal management meetings

  • Ensure customer support and performance are managed relative to business requirements

  • Recommend and implement innovative customer support technologies and strategies

  • Collaborate with medical coders, administrators, and physicians to understand product strengths and weaknesses

  • Effectively remove and resolve roadblocks for the Support team

  • Interface with the release team to manage customer content delivery in a cloud-based environment

  • Coordinate with Customer IT, CodaMetrix IT, and Engineering to reconcile incoming and outgoing traffic

  • Develop the Support team through recruiting, onboarding, and training employees

  • Manage the incident management process


  • 7+ years of experience as a Support Manager/Director or in related positions

  • 3+ years of team leadership experience leading a team of support professionals

  • 2+ years of progressive experience with web-based healthcare IT software

  • Strong background in analytics and customer experience

  • Proficiency with tools for customer and data management

  • Ability to synthesize and summarize technical details for a broad audience

  • Excellent interpersonal skills to effectively communicate with cross-functional teams

  • Superb leadership, problem-solving, and negotiation skills

  • Self-motivated, independent, and possesses the ability to learn quickly

Beneficial Experience:

  • Experience with Agile leadership

  • Statistical background and/or exposure to machine learning techniques and programming

    Full-Time Employee Benefits

    Learn more about how we take care of our team.

  • Insurance: We cover 80% of the cost of medical and dental insurance and offer vision insurance.

  • Retirement: CMX offers a 401(k) plan that eligible employees can contribute to one month after their first day.

  • Life: We offer employer-paid life insurance and short-term and long-term disability insurance.

  • Flexibility: We have an unlimited PTO policy so you can take the time you need to relax and rejuvenate.

  • Learning: All new hires complete our 7-week Fellowship program to learn about each of our departments.

  • Development: We provide annual performance evaluations and outline a clear path for promotions.

  • Engagement: We host recurring events like Meditation Mondays, CMX Connections and Socials.

  • Recognition: We recognize quarterly You've Been Awesome winners and celebrate our team's service milestones.

    Background Check

    All candidates will be required to complete a background check upon acceptance of a job offer.

    Equal Employment Opportunity

    Our company, as well as our products, are made better because we embrace diverse skills, perspectives, and ideas. CodaMetrix is an Equal Employment Opportunity Employer and all qualified applicants will receive consideration for employment.

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