Account Manager

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The Sequoia Project

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

🤝 Non-profit

🏛️ Government

Healthcare • Non-profit • Government

The Sequoia Project is a nonprofit collaborative that advances secure, interoperable health information exchange across the U. S. It operates and supports national interoperability initiatives and programs—highlighted in the provided site content by TEFCA/RCE involvement, interoperability testing, payer-to-payer API work, pharmacy privacy & consent, public health information sharing, RSNA image share validation, and consumer engagement efforts. The organization convenes members, governs cross-industry programs, and works with government and private stakeholders to improve data usability and standards-based clinical data sharing.

📋 Description

• Manage the customer relationship throughout each phase of the Carequality Implementer lifecycle, operating with a high degree of responsiveness to ensure milestones remain on track. • Respond to inquiries from and provide outreach to Implementers and other healthcare industry players relevant to interoperability work. • Anticipate customer needs and operational issues and proactively coordinate with customers and a cross-functional internal team to address concerns. • Maintain customer records in a CRM system (Salesforce) including maintaining an issue log, contacts, general inquiries and resolution. • Identify, triage, and research matters raised to bring them to resolution, which may require coordinating complex issues among multiple stakeholders and often in consultation with the Executive Director and others. • Coordinate with Subject Matter Experts (SME) to address policy or technical inquiries. • Prepare and deliver detailed and accurate account status reports and account metrics and work proactively to resolve any issues impeding success. • Facilitate communication with the accounting and legal teams to execute customer invoicing or address contracting questions. • Represent the customers’ interests in Implementer activities, issues, and communications. • Assist in quality assurance of Implementer project management processes for onboarding and post-designation activities. • Participate in Implementer Forums, meetings, and issue resolution as needed. • With customer satisfaction in mind, assist with development, design, and improvement of internal processes with appropriate stakeholders (legal, policy, operational, executive). • Support leadership and other staff contractors with marketing and communications efforts as needed. • Assist with other assigned duties and technical projects as needed

🎯 Requirements

• Bachelor’s degree (or equivalent experience) • 3-5 years of work experience in a client-focused role with increasing responsibility • Working knowledge of the health information technology industry. • Moderate understanding of interoperability frameworks, healthcare workflow, data connectivity, interoperability principles & standards, and related exchange protocols with the ability to understand and communicate associated policies to the customer base. • Excellent technical, management, and analytical skills with the ability to understand and articulate the organization’s services and associated processes to customers and stakeholders. • Exceptional customer service skills with proven ability to plan and work with customers through the implementation process, while keeping efforts on track with milestones. • Proven ability to work against a plan, meet deadlines, and produce deliverables relative to target dates. • Strong problem solving and critical thinking skills with ability to identify and mitigate issues from escalating and to identify creative solutions to avoid impeding implementation efforts. • Strong written and verbal communication skills, with the ability to effectively present information. • Ability to work independently and collaborate with cross-functional teams. • Must be experienced and comfortable working in a fast-paced and evolving environment. • Proficiency in Microsoft 365 Suite specifically but not limited to Outlook, SharePoint, Word, Excel, PowerPoint • Proficiency with CRM systems such as Salesforce.