Teams at Availity

Supervises a high-volume international voice support team, ensuring service levels, quality, productivity, compliance, and customer issue resolution. Provides coaching, performance management, training, and escalation handling. Analyzes support metrics and root causes, prepares reports, coordinates with stakeholders, and implements process improvements. The role also manages support resources, budgets, and vendor relationships while supporting healthcare revenue cycle and practice management products.

Provides international customer support through inbound and outbound calls, email, chat, and ticketing systems. Resolves customer issues, documents interactions, submits account-related service tickets, and maintains compliance with company policies, data integrity standards, and information security requirements. The role also supports backend data entry, validation, and research while meeting productivity and quality targets in a high-volume contact center environment.

Leads 24x7 NOC operations, major incident management, cloud infrastructure support, monitoring, and operational excellence. Oversees incident response, SLA and reliability targets, stakeholder communications, shift handoffs, runbooks, ITSM processes, root-cause analysis, and automation. Manages AWS and Azure environments, Linux and Windows systems, networking, Kubernetes, databases, and monitoring platforms. Mentors NOC engineers and drives continuous improvement across production support operations.