The Client Services Manager is responsible for directing and leading projects at HCTec’s client locations. This role is the primary point of contact for establishing trusted advisor partners, identifying client needs and serving as a liaison between specific clients and HCTec’s remote and onsite delivery teams to ensure we are meeting client expectations. The Client Services Manager works independently to develop long term relationships within the client’s IT organizations.
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
Client Relationship Management
Establish trusted advisor relationships with an assigned portfolio of clients.
Act as primary point of contact for client service needs and appropriately address escalated issues in a timely manner.
Serve as the voice of the customer and interact with the HCTec remote delivery organization to ensure the successful delivery of solutions to client.
Establish regular meeting cadence with client; manage meetings and involve other HCTec Operations and Business Development leaders as appropriate.
Ensure day-to-day health of account, including delivery of exceptional client service, adherence to all Service Level Agreements, proactive issue identification and resolution, and client perception of value as measured through positive feedback and client references.
Actively seek opportunities for HCTec to add value and expand client relationship by identifying and proposing solutions to meet business objectives.
Provide reciprocal information to HCTec and client on items that can improve relationship and opportunities to position the company strategically for outside referrals/sales; When appropriate, share best practices and facilitate connections between clients for benchmarking or lessons learned.
Create, communicate, and manage implementation project plan with HCTec remote delivery organization after acquiring a thorough understanding of client needs and service requirements.
Serve as HCTec point of contact throughout implementation process, including indirect management of additional HCTec resources, project timelines, and budgets.
Attend scheduled client meetings to represent HCTec remote and onsite delivery organization and provide status updates to appropriate parties.
Escalate and aid in resolving issues professionally and appropriately.
Operational Reporting and Support
Assist with definition of business requirements for new work tasks, unique client situations, or similar activities, including supporting the proposal and deal process. As required, partner with Transition Directors on specific client implementations/upsells.
Ensure compliance with all client requirements and standards; partner with pre-Sales team and Contract Management as needed to ensure delivery is aligned with expectations.
Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders through Monthly and Quarterly Business Reviews, status meetings, and/or other venues.
Prepare weekly and monthly reporting for clients and HCTec leaders using key account metrics and client SLA parameters. Analyze results and recommend improvements.
Proactively partner with operational teams, including Training and Quality, management, and Workforce Management to close process, workflow, scheduling, or training gaps.
Process and Continuous Improvement
Together with Managed Services leadership team, identify opportunities for standard work or more defined processes, controls, and measurement; prioritize these activities and serves as project leader in implementing new or enhanced work
Analyze business unit, team, and client level data to identify trends and find process gaps; reports findings to leaders using a set of defined processes, metrics, and
Travel to various client locations or campuses.
Regular and reliable attendance.
Perform other duties as assigned.
Positions primarily serves internal and external customers.
Access to and/or works with sensitive and/or confidential information.
Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices.
KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.
Bachelor’s degree from an accredited institution required
Minimum 5 years of experience managing multiple projects within a single client or across clients
At least 3 years of experience performing a process improvement, continuous improvement, and/or project management role in a healthcare IT environment
Proactive and client-focused work style; Ability to form strong relationships at all levels of an organization
Experience leading mid- to large-scale technical project initiatives (e.g., integrations, upgrades, workflow improvements, mergers) required; PMP certification a plus
Experience working in a multi-site, multi-client operating environment
Proven experience working across multiple levels of an organization to improve processes, address client concerns, and provide measurable positive impact
Proven experience balancing client expectations with Service Level Agreement parameters
Certifications & Licenses:
Valid State Drivers’ License
Epic Clinical Certification required
Skills and Abilities:
Statistical Mathematical Skills -- Ability to work with mathematical and algebraic concepts such as probability, statistical inference, and forecasting. Ability to apply and analyze concepts such as fractions, percentages, ratios, and proportions to practical situations.
Advanced Computer Skills -- Routine use of electronic mail and computer systems. Ability to incorporate complex and complicated functions into documents, spreadsheets, databases, and presentations to support business objectives.
Complex Communication -- Frequently communicates complex information and interacts with management. Can present, resolve and address delicate situations. Can motivate and persuade others.
Varied Business Problems -- Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedents and practices.
Department Specific Impact -- Decisions impact the management and operations within a department. May contribute to business and operational decisions that affect the department.
Functional Independent Judgement -- Provides and sets goals and priorities for functional area. May make recommendations for department policies, practices, and programs. Makes decisions for and/or resolves problems for others.
Project Management -- Handle multiple projects simultaneously including task delegation, project oversight, and resource allocation.
Internal Number: 07022019
HCTec provides comprehensive healthcare workforce solutions from the industry’s most knowledgeable subject matter experts to over 1,000 hospitals (ranging from Academic Medical Centers to Critical Access). Our highly-qualified 900+ consultants and 250+ corporate team members, strategic focus and innovative tools bring broad expertise across the full range of clinical and business applications, data and technical services and revenue cycle initiatives.
Our flexible delivery methods range from rapidly providing a single consultant to serve as an expert partner to fielding fully-staffed, onsite or remote teams — all upholding the HCTec promise to deliver measurable results.
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