Job Description

Job Summary

A dynamic healthcare technology company is seeking a business and technology savvy professional to provide our valued customers with outstanding service. In this role you will be responsible for managing and improving the customer experience, and will contribute to improvement of our processes and services through customer success metrics and feedback. You will also work with customers on managing the implementation of new service offerings.
Responsibilities:

Establish and cultivate strong relationships with VisibilEDI customers.
Prepare agendas/materials and facilitate recurring customer support review meetings to discuss open support issues, opportunities for improvements and potential for additional solutions and services.
Triage issues, performing root cause analysis to determine resolution; escalate to technical team as appropriate.
Gather feedback from customers on “what is going well” and “what could be improved” and share feedback with internal support and management team.
Monitor customer support requests and follow up on assigned support tickets for timely resolution.
Participate in various customer data analysis and support activities to understand what is working well, data patterns, and processes for improvement to drive a positive experience or our customers.
Coordinate implementation of new services after a contract is signed. This includes development of an implementation plan, identification of service activities and sequencing, and resource needs identification.
Schedule, structure, and facilitate customer implementation meetings to cover previous week accomplishments, planned accomplishments and any impediments or issues impacting the implementation.
Coordinate internal resources to ensure published implementation schedules are adhered to.
Contribute to the creation of training materials and work with customers to help them utilize company tools effectively.
Ensure customers receive the necessary reports to answer their operational and monitoring needs, and are accurate and delivered consistently and timely.
Participate in Webinar presentations and other customer training sessions based on customer requests.

Additional “Value Add” Responsibilities:

Apprise customers of improvements and exciting new capabilities VisibilEDI has to offer.
Provide business analysis with both internal and external customers to develop requirements for both new product and service offerings and enhancements to existing platforms.
Work collaboratively across multiple company functions to provide continuous improvement through customer feedback, advancements in operational efficiencies and other strategic drivers.

Qualifications and Skills:

Customer service-oriented mindset and great listening skills
Great organizational and time management skills and the ability to prioritize and flexibility to quickly adapt when priorities shift
Background in healthcare, claims management, account management, healthcare billing or other healthcare operations functions
Working knowledge of SQL
Self-starter mentality to take initiative and demonstrated leadership with minimal direction
Ability to understand and diagnosis an issue and capture appropriate information with root cause analysis for problem resolution or escalation
Attention to detail and the ability to follow a problem from the beginning to final resolution
Strong verbal and written communication skills, interpersonal skills and professionalism. Excellent collaboration and coordination skills.
Bachelor’s Degree or equivalent work experience
Proficient using Microsoft Windows environment, Microsoft Word and Excel and other productivity tools

Additional “Value Add” Skills: