Account Manager- Healow Insights

About Healow Insights

healow Insights is a new and fast-growing business unit that delivers a game-changing integrated technology designed to bring payers (health plans) and providers together. The shift from Fee for Service to Value Based care delivery offers exciting opportunities for healow Insights services and we are looking forward to expanding our team. We care. We are committed to positive change. At healow, we share a passion for improving healthcare through dedication, education and teamwork. And that’s where you come in. Are you a self-driven, motivated individual who takes initiative? Then this is the role for you. Apply today.

Job Description

The Account Manager is responsible for the total service experience of a contracted healow Insights Customer (i.e. a Health Plan/Payer). As the primary face of the company, the Account Manager is responsible to lead and drive the execution of contracted services for their assigned healow Insights Customers. This role manages both facets: customer implementation and on-going customer support! From initial service delivery (post contract signing) all the way to ongoing support for live services, the Account Manager’s performance will be measured based 3 key criteria:

• On-Time delivery (project management skills).
• Customer satisfaction on day-to-day operational management and support.
• Maximize services adoption and utilization.

Job Responsibilities

• Act as the Primary point of contact for customer(s).
• Work effectively across lines of business and across the organization including interactions with Sales, Product Management, Implementation teams, Development, Operations teams, and Accounting/Auditing.
• Operate as implementation Project Manager/Owner to implement contracted services for all assigned accounts.
• Create, manage, and tactically execute, applicable project plans and milestones required to complete projects on time and successfully.
• Monitor and triage incoming support issues and engage internal/external customer to drive timely closure in order to meet agreed upon SLA’s.
• Conduct and document Root Cause Analysis (RCA) where applicable.
• Provide day-to-day operational support for contract services to Customer and their participating Providers/Practices. Activities may include, but not limited to: Project management, problem resolution, CMR tool documentation, process compliance, routine calls, customer escalations, manage upgrade cycles, outage notifications – updates – issue resolution, outreach calls, and other activities necessary to assist in the facilitation of a successful win-win relation.
• Be a Subject Matter Expert (SME) for all services offered by healow Insights.
• Analyze and maximize adoption and utilization of contracted services, identify sales opportunities, and recommend other services that will customer meet their business goals.
• Responsible for building and maintaining relationships with Customer Stakeholders through routine calls, periodic check ins and/or face to face meetings as and when needed, seeking ways to increase customer adoption and satisfaction.
• Accounting liaison who will ensure necessary information is getting triggered/facilitated in a timely fashion for applicable accounting teams to meet their accurate book-keeping, seamless invoicing, on-time collection, and accurate auditing goals.
• Create and review (at least annually) necessary Standard Operating Procedures (SOP’s) and Work Instructions (WI’s) for existing/new processes as applicable.

Requirements

• Bachelor’s Degree
• 3 years’ experience in Healthcare industry, preferably with Project Management role.
• 3 years of project management experience
• 3 years of client management experience along with proven track record with conflict management.
• 3 years of deployment planning along with technical skills
• Be able to travel 20% of the time

Preferred Qualifications

• Additional related certifications will be considered as a plus (e.g. PMP).
• Must be able to provide references proving successful project management and customer relationship management skills/track record.
• Understanding of clinical business processes in the clinic, physician practice, Hospital, or post-acute setting.
• Experience working with health plans is a plus.
• Knowledge of eClinicalWorks Ambulatory EHR and Population Health products is a plus.
• Sound analytics and problem-solving skills required to identify, analyze, and mitigate risk/issues.
• Ability to conduct root cause analysis and document findings, resolutions, and outcomes
• Strong interpersonal skills, establishing rapport and working well with others.
• Excellent verbal and written communication skills
• Organized individual with the ability to set priorities and understand urgencies.
• Ability to balance multiple priorities / projects.
• Ability to handle difficult situations and tight time constraints.
• A team player, who contributes to team effort by accomplishing common goals as needed.

eClinicalWorks offers a rich suite of benefits which include the following: eighteen days of Paid Time Off per year which scales based on tenure; nine Paid Holidays and one Floating Holiday; insurance for eligible employees which includes medical, dental, vision, basic life, short term disability, long term disability, business travel accident, and accidental death and dismemberment.

As well, we offer a 401(k) plan with a Company safe harbor contribution; Flexible Spending Account for Health Care and Dependent Care for eligible employees; limited personal leave; additional voluntary benefits, including additional insurance (hospital indemnity, critical illness, accident, supplemental life, short term disability buy up, pet), genetic testing, legal plan, and supplemental accidental death and dismemberment; and an annual discretionary bonus for eligible employees.

eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.