Customer Account Manager Strategic Healthcare Programs
Under the supervision of the Director of Customer Management, the Customer Account Manager works in a team environment with other Customer Account Managers to proactively ensure high quality Client management, support and compliance with SHP practices, HIPAA and other mandatory security and privacy regulations. The Customer Account Manager is responsible for:
Providing a rapid, efficient, and friendly response to Client inquiries, request for Client support
Quickly and efficiently setting up Client accounts for fulfillment
Interfacing as necessary with software development engineers and operations staff to independently and proactively resolve any issues which delay Client fulfillment or Client support.
Effectively communicating with software developers, sales staff, healthcare clients, vendors if issues arise and drive resolution of issues
Maintaining a Client satisfaction rating of at least 95% consistently
Maintaining a Client retention rate of at least 90% consistently
Participating in product development planning, and serves as the voice of the Client to SHP management and development
Developing and Maintaining relationships with all vendor partners
Proactively identifying and solving issues with any dissatisfied clients, ending in a positive outcome
Developing and monitoring compliance with systems, processes, etc.
Strictly adhering to HIPAA guidelines
Contributing to a positive, energetic, and culture-perpetuating team
Fulfilling Client Support duties from 7am-4pm
Assisting with client software installation and setup.
Working with Clients to quickly resolve issues with enthusiasm and helpfulness.
Using SQL to write ad-hoc queries and reports for data analysis and troubleshooting purposes
Setting up Webinars and conferencing
Completing special projects and other duties as assigned
Knowledge, Skills, and Abilities:
Bachelor?s Degree with at least 1 year of work experience or Associate Degree or with at least 4 years of relevant work experience.
Excellent written and oral communication skills; ability to communicate successfully across a wide variety of communication styles.
Professional and courteous telephone manner with emphasis on Client satisfaction. Previous telephone support experience is required.
Positive conflict resolution skills
Must be comfortable with technology and able to learn quickly. Ability to independently troubleshoot problems and think outside the box.
Ability to work in a fast-paced environment with minimal supervision.
Strong organizational skills. Ability to organize, manage and prioritize multiple tasks and meet specified deadlines.
Ability to follow instructions.
Proficient in use of Microsoft Office programs (Word, Excel, Powerpoint, Outlook). SQL, CRM (MS Dynamics preferably), Sharepoint, MS Project, MS Visio, Adobe Photoshop experience is a plus.
Ability to maintain confidentiality.
Excellent punctuality, attendance and work ethic
||222 East Canon Perdido |
Santa Barbara, CA 93101