Manik Singh — Operations Associate

Healthcare technology works best when clinical workflows, user experience, and operational efficiency align and that is where I focus my expertise. I specialize in Electronic Health Records (EHR) support and Healthcare SaaS product troubleshooting, helping behavioral health organizations navigate complex patient lifecycle processes while improving system adoption and performance. As a Senior Support Specialist at Qualifacts, I partner with healthcare providers, administrators, and operational teams to resolve high-impact EHR challenges, optimize workflows, and enhance user experience. My role extends beyond ticket resolution into identifying root causes, improving system usability, and driving sustainable product and process improvements.Throughout my tenure, I have consistently exceeded performance KPIs while maintaining a 95% customer satisfaction rating. I have mentored and supported customer service professionals, helping drive a 70% increase in team productivity and an 80% improvement in customer satisfaction outcomes. I also led the implementation of an optimized ticketing workflow and customer feedback framework that reduced response times by 40% and improved operational efficiency by 25%. I actively collaborate with Product, Engineering, and Implementation teams to analyze recurring product issues, support defect triage, contribute to release validation efforts, and strengthen feature feedback loops between end users and product development. I have also contributed to improving knowledge base documentation and enhancing onboarding and training experiences for customers. My experience spans key areas of the EHR ecosystem including clinical workflow navigation, patient lifecycle management, implementation support, system configuration troubleshooting, and interoperability challenges within Healthcare SaaS environments.From an operational and technical standpoint, I bring expertise in incident management, root cause analysis, process optimization, and customer experience strategy. My approach is supported by Lean Six Sigma methodology, Agile and Scrum fundamentals, and growing experience leveraging Generative AI and analytics tools to improve support efficiency and knowledge management. I am passionate about continuous learning, mentoring teams, and contributing to scalable, user-centric healthcare technology solutions. My long-term goal is to grow within Healthcare IT and Product Support environments where I can drive product improvements, strengthen support operations, and enhance customer outcomes.

Stackforce AI infers this person is a Healthcare SaaS Support Specialist with a focus on EHR optimization and customer experience.

Location: Vadodara, Gujarat, India

Experience: 7 yrs 10 mos