Director of Hospital Support

Job Summary:
The Director, Hospital Support is responsible for overseeing a remote team that provides operational assistance to hospital leaders, field leaders and home office. This role includes personnel management, process oversight, and cross-functional coordination to ensure timely, accurate, responses to support requests. The Director, Hospital Support maintains subject matter expertise in internal systems, policies, and procedures and ensures consistent, high-quality service delivery aligned with organizational standards.

Key Responsibilities:

Role Specific Activities

• Serve as a strategic thought partner to organizational leaders, contributing insight and perspective that shapes support strategy and decision-making
• Act as an active project contributor across initiatives from concept through implementation, partnering with stakeholders to move projects from idea to execution
• Serve as an integral member of the broader implementation team, ensuring support operations are aligned with and integrated into organizational rollouts
• Hire, train, and lead Hospital Support team to ensure effective daily operations
• Facilitate weekly team meetings and structure daily huddles to maintain communication and alignment
• Oversee a support hotline that provides guidance, troubleshooting, and problem resolution to hospital leaders, field leaders and home office
• Identify ongoing development needs and provide training opportunities for teammates
• Maintain expertise in all internal platforms, policies, and operational procedures
• Provide accurate and timely information to internal stakeholders regarding support-related inquiries
• Champion clear, consistent, and proactive communication across the support team, cross-functional departments, and organizational leaders, recognizing communication as central to the role's success
• Coordinate communication between support staff and cross-functional departments to ensure alignment and issue resolution
• Monitor internal communications and updates to ensure the support team remains informed and current
• Triage incoming calls and requests based on urgency, scope, and complexity
• Play a key role in ticketing performance and execution, driving accountability for response times, resolution quality, and system efficiency within the centralized ticketing platform
• Manage and track support tickets within the centralized ticketing system to ensure timely follow-up and closure
• Escalate unresolved issues, recurring trends, or systematic concerns to appropriate leaders
• Create and maintain procedural documentation, workflows, and internal knowledge resources
• Collaborate with internal teams on designated projects, initiatives, or process improvements
• Support continuous improvement efforts to enhance support delivery and operational efficiency
• Perform other duties as assigned within the nature and level of work