Senior Technical Account Manager

Overview

Our client who is a dynamic healthcare technology company is seeking a seasoned, technology savvy professional with leadership experience to provide outstanding service to their valued customers. In this role, you will serve as relationship manager for key accounts, mentor the customer experience team, and participate in enhancing processes and services through customer success metrics and feedback. You will also facilitate implementation of new service offerings.

If you are interested in this role, please do reach out! We value and encourage diversity in the workplace and women, minorities, and veterans are highly encouraged to apply. Thank you!

Type:
Direct hire

• Establish and cultivate strong relationships with our client's customers.
• Schedule and facilitate recurring meetings with customers to provide updates on open inquiries and issues, provide ongoing guidance to ensure maximum utilization of self service tools, and identify opportunities for additional solutions and services.
• Triage issues, performing root cause analysis to determine resolution; escalate to technical team as appropriate.
• Monitor customer support requests and follow up on assigned support tickets for timely resolution.
• Maintain documentation related to implementation plans, service profiles, and customer meetings.
• Coordinate with customer experience team and our client's leadership on issues and opportunities to ensure awareness across disciplines, continuity of approach and associated communications, and to gain maximum efficiency.
• Participate in regular team meetings to discuss initiatives, training needs, and address any impediments to the team’s success.
• Coordinate internal resources to ensure published implementation schedules are adhered to.
• Contribute to documentation and training materials.
• Identify reporting packages, ensuring consistent delivery and working with customers to ensure they understand how to use them to accomplish operational and monitoring tasks.
• Apprise customers of improvements and exciting new capabilities available.
• Work collaboratively across multiple company functions to provide continuous improvement through customer feedback, advancements in operational efficiencies and other strategic drivers.

• Background in healthcare, claims management, account management, healthcare billing or other healthcare operations functions.
• Experienced problem solver with an understanding of relational databases and root cause analysis. Must possess the ability to understand and diagnose issues, identifying and relaying pertinent information that enables solving or escalating the issue.
• Strong organizational and time management skills and techniques, with ability to prioritize as well as adapt quickly when priorities shift
• Working knowledge of SQL.
• Customer service mindset and great listening skills.
• Strong verbal and written communication skills.
• Excellent interpersonal skills; high EQ.
• Minimum of 5 years’ experience in a leadership role.
• Bachelor’s Degree or equivalent work experience.
• Proficient using Microsoft Windows environment, Microsoft Word and Excel and other productivity tools.
• Knowledge of EDI claim workflows and general X12 environment.