Partner Services Manager Position Available In Lewis, Tennessee

POSITION SUMMARY

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 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. Implementation Support
• 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 the 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.
• Clearly communicate 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 standards.
• 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 dashboards. General
• Travel to various client locations or campuses.
• Regular and reliable attendance.
• Perform other duties as assigned.

Additional Information:

Customer Focus:

• Positions primarily serves internal and external customers.

Confidentiality:

• Access to and/or works with sensitive and/or confidential information.

HIPAA:

• 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.

Education:

Bachelor’s degree from an accredited institution required.

Experience:

• 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:

Current Valid State Drivers’ License Epic or Cerner experience preferred