Career Story: Service Supervisor At A Health Care Software Company

Service Supervisor At A Health Care Software Company

Job Title: Service Supervisor At A Health Care Software Company

Type of Company: My company creates and supports an integrated health care software system utilized in hospitals, clinics, and office practices. We are always evolving to meet the needs of the changing health care environment and technologies.

Education: BA, Theatre, Brandeis University

Previous Experience: I started work after college as a stage manager for a professional theater company. When I decided to change to a more stable career, the company I work for did not have a requirement of a health care background so I applied and was accepted. I worked in the Service division as an applications specialist for three years before being promoted to supervisor.

Job Tasks: One of the best things about my job is that there are lots of different responsibilities. As part of the service division of my company, I have to ensure my group is providing good customer service. This can involve running reports to make sure issues are being responded to in appropriate time frames, reviewing responses to customers for accuracy and appropriateness, and initiating training projects to instruct our clients on new functionality. I am also responsible for helping resolve urgent issues as quickly as possible. I don't directly support accounts, but I use my experience to assist my group in resolving problems, either by guiding them in a direction or answering when they are behind. I am responsible for making sure that customer input is funneled by our development group. I work with our product development group to enhance the software and fix bugs, as well as programmers to deliver fixes to our clients. When new functionality becomes available, I have been able to present it to customers in seminars, both in person and online.

I conduct conference calls throughout the day to hear customer issues or initiate projects to utilize new functionality.

In addition, I am responsible as a supervisor for conducting regular meetings with my staff to monitor their progress and develop goals for achievement. I also write staff evaluations annually, or more frequently during the first two years of someone's tenure.

Best and Worst Parts of the Job: The best part of my job is being able to help my staff develop their careers. I enjoy meeting with them to discuss goals and evaluating their performance. I have had to deal with staff members who are under-performing and who are not a good fit for the position. These are not easy meetings to have or evaluations to write, but the result has been that I know I did everything possible to help make things work before the person either found a different position or was able to improve his performance.

The worst part of my job is the stress. Since we support software for health care, our customers are concerned with both providing the best care to their patients and the bottom line: return on their investments. When problems arise everyone wants them fixed yesterday. Meeting deadlines for resolving issues when I am not able to code the software myself is difficult. I have had to learn how to diffuse high pressure situations and become comfortable stating I don't know an answer, but I'll do my best to figure it out.

Job Tips:
1. Be open to something outside of what you went to school for. I never expected to enjoy working in an office job, but it has worked out very well. The techniques I learned stage managing theater have helped me organize my day and work well with people from various backgrounds.

2. Talk to the people who actually do the job! If you are interested in a position, talk to someone doing who's already in the job. You are likely to get a better sense of what the job is all about.

3. Read up! I do not have a background in healthcare or software, but my dad co-owns a small software company so I at least knew some of the customer service struggles I would be faced with. If pursuing a career in healthcare, search for articles on the internet about what's going on in the world of healthcare today.

Additional Thoughts: One of the things that I think is important when considering a career is where you want your life to go. My company does not offer a starting salary that matches other companies, or even IT staff at a hospital. What it does offer is an environment geared towards longevity. They want you to be able to work there for the rest of your life and have created a bonus program that reflects this. Although the salaries might not be the same as I could make somewhere else, the longer I stay, the better my bonus gets, and within six years I ended up making the same amount as if I had switched to working at a hospital after two. And I don't worry about being laid off. I was able to adjust my hours when I had a family. And I have internal transfer options if I decide I need to change directions but not want to change companies.

I left doing theater in order to have a schedule that better fit my family life. It was important to me to make sure my career fit within the life I wanted. I think that it's very important to keep that in mind with any career decision.

Popular Schools offering Management Programs

quickinfoClick the Visit School Site buttons to go directly to a school's website and learn more about the school and programs it has to offer. School website will open in a new tab. .

Click the Request Info buttons to request more information from a representative at the school

Matching School Ads
Platt College
Alhambra, Anaheim, Ontario

Turn your talents into a career at nationally recognized and accredited Platt College.

  • Programs: Business Management
  • Degrees: Associate

Congratulations! Your interest in Independence University is an important first step toward changing your life. A career-focused degree is the key to a career with a potentially higher income, better benefits, and more satisfaction.

  • Programs: Business Administration (BS), Business Administration - New Media Marketing (BS)
  • Degrees: Bachelor
San Joaquin Valley College
Bakersfield, Delano, Fresno, Hanford, Lancaster, Madera, Ontario, Temecula, Visalia

San Joaquin Valley College - A Private Junior College.

  • Programs: Certificate - Business Administration (Management), Degree - Business Administration (Management)
  • Degrees: Certificate, Associate

Earn your graduate degree online with Northcentral University.

  • Programs: Project Management - BBA, Project Management - PhD in Bus. Admin., Project Management - D.B.A., more...
  • Degrees: Bachelor, Doctorate, Master

Pursue your education at Ohio Christian University.

  • Programs: Associate of Arts in Business - Business Management, Bachelor of Arts in Business - Business Management, Master of Business Administration, more...
  • Degrees: Associate, Bachelor, Master

Welcome to Argosy University

Argosy University offers doctoral, master's, and bachelor's degree programs to students through its eight colleges:  College of Behavioral Sciences, Graduate School of Business and Management, College of Education,  College of Health Sciences, College of Arts and Sciences, College of Creative Arts and Design, College of Clinical Psychology and Western State College of Law at Argosy University as well as certificate programs in many areas.

  • Programs: Management (MSM), Business Administration - Organizational Management (BS) (Online), Business Administration (BS), more...
  • Degrees: Master, Bachelor, Associate

Pursue a certificate, master, or doctorate degree in Psychology at The Chicago School for Professional Psychology.

  • Programs: Ph.D. Organizational Leadership
  • Degrees: Doctorate
National Career College
Panorama City

Choosing a school and a new career path can be a very overwhelming process.

  • Programs:
  • Degrees:

Saint Mary's University of Minnesota's Online Master's Programs

At Saint Mary's, we take pride in offering online graduate degrees designed to complement the schedules of working adults like you. Get an affordable, convenient education from a top-ranked university that's grounded in real-world applications.

  • Programs: Master of Arts in Organizational Leadership, Accelerated MBA
  • Degrees: Master

Founded by the Society of Jesus in 1851, Saint Joseph's University (SJU) has been developing the minds and abilities of men and women in a challenging academic environment steeped in the enriching Jesuit tradition of cura personalis (care of the entire person).

  • Programs: MS in Organization Development and Leadership
  • Degrees: Master
Matching School Ads

Additional Career Stories for Managers

The inside stories from people actually working in the field.
Click a story title to show the story, and click the title again to hide it.

All Types

You are visiting:

Find a school near you

What are Career Stories?

Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.

Most stories include:

  • a typical day or project
  • tips and advice
  • best and worst parts
  • educational background
  • previous experience

Browse hundreds of Career Stories

More Details On This Career

Please also see our detailed information about Managers, including:

Back to Top