Account Manager

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The Sequoia Project

Site WebLinkedInTous les Emplois

11 - 50 employés

🏥 Santé

🤝 À but non lucratif

🏛️ Gouvernement

Healthcare • Non-profit • Government

Le Sequoia Project est une collaboration à but non lucratif qui fait progresser l'échange sécurisé et interopérable d'informations sanitaires aux États-Unis. Il exploite et soutient des initiatives et des programmes d'interopérabilité nationaux—mis en avant dans le contenu du site fourni par l'implication TEFCA/RCE, les tests d'interopérabilité, le travail API entre payeurs, la confidentialité et le consentement en pharmacie, le partage d'informations de santé publique, la validation du partage d'images RSNA, et les efforts d'engagement des consommateurs. L'organisation réunit des membres, gouverne des programmes intersectoriels, et travaille avec des parties prenantes gouvernementales et privées pour améliorer l'utilisabilité des données et le partage de données cliniques basé sur des normes.

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

🎯 Exigences

• 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.