Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the customer relationship during each stage of the Carequality Implementer lifecycle, ensuring a high level of responsiveness to keep milestones on schedule.

• Address inquiries and engage with Implementers and other stakeholders in the healthcare sector related to interoperability initiatives.

• Anticipate customer requirements and operational challenges, proactively collaborating with clients and a cross-functional internal team to resolve issues.

• Maintain customer data within a CRM system (Salesforce), including an issue log, contact details, general inquiries, and their resolutions.

• Identify, triage, and investigate issues raised to achieve resolutions, which may involve coordinating complex matters among various stakeholders and often consulting with the Executive Director and others.

• Collaborate with Subject Matter Experts (SME) to address policy or technical questions.

• Prepare and present comprehensive and accurate account status reports and metrics, proactively addressing any obstacles to success.

• Facilitate communication with the accounting and legal teams to manage customer invoicing and address contracting inquiries.

• Advocate for customers’ interests in Implementer activities, issues, and communications.

• Assist in quality assurance of Implementer project management procedures for onboarding and post-designation activities.

• Engage in Implementer Forums, meetings, and issue resolution as required.

• Keeping customer satisfaction a priority, assist in the development, design, and enhancement of internal processes in collaboration with relevant stakeholders (legal, policy, operational, executive).

• Support leadership and other staff contractors with marketing and communication initiatives as necessary.

• Undertake additional assigned tasks and technical projects as required.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• 3-5 years of professional experience in a client-focused role with increasing levels of responsibility.

• Familiarity with the health information technology sector.

• Moderate understanding of interoperability frameworks, healthcare workflows, data connectivity, interoperability principles & standards, and related exchange protocols, along with the ability to communicate associated policies to the customer base.

• Strong technical, management, and analytical skills, with the capability to understand and explain the organization’s services and processes to clients and stakeholders.

• Outstanding customer service abilities with a proven track record of planning and collaborating with clients throughout the implementation process, while ensuring milestones are met.

• Demonstrated ability to adhere to a plan, meet deadlines, and deliver outputs within target dates.

• Excellent problem-solving and critical thinking skills, with the ability to identify and mitigate issues and find creative solutions to facilitate implementation efforts.

• Strong written and verbal communication skills, with the ability to effectively present information.

• Capacity to work independently and collaborate with cross-functional teams.

• Experience and comfort working in a dynamic and fast-paced environment.

• Proficiency in Microsoft 365 Suite, particularly Outlook, SharePoint, Word, Excel, and PowerPoint.

• Familiarity with CRM systems such as Salesforce.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and the option for remote work.

• Professional development and training opportunities.

• A supportive and collaborative work environment.