Connor Amos Email & Phone Number

Raleigh-Durham, North Carolina Area

• Lead a team that provides support to over 400 Home Health and Hospice agencies.
• Provide statistical and performance feedback for each team member.
• Manage escalations by coordinating with clients and internally across departments to ensure issues are resolved.
• Continually evaluate processes and procedures and implement methods to improve efficiency.
• Maintain existing client relationships.

Raleigh-Durham, North Carolina Area

• Provide second level technical support for 13 Strategic Hospice/Home Health agencies. With each account having over 150 end users.
• Collaborate with agencies to troubleshoot and resolve questions and/or product complications in the areas of system configuration/setup, product functionality, and bugs/enhancements.
• Communicate and work with clients to ensure performance optimization of the Homecare product.
• Assess nature of system or service issues and resolve technical or sophisticated support problems through independent judgment and advanced problem solving skills.
• Utilize Salesforce to track support requests and ensure proper notation of the customer issues and the steps taken to resolve these issues.
• Coordinate across teams to guarantee our client’s concerns are resolved and all team members stay up-to-date on the resolution.

Raleigh-Durham, North Carolina Area

• Manage physician accounts to assure the clients needs are met and their patients are looked after.
• Assist patients with setup and custom fit of post-op medical devices on location at hospitals, surgery centers or patient’s home
• Maintain paperwork for all setups and ensure delivery of proper documentation to appropriate billing company
• Work independently but in collaboration with manager to cover combined territory (all of North Carolina, east of Burlington.)
• Provide round-the-clock assistance for patients with any issues or questions
• Develop clear understanding of XCL Medical’s products and their benefits