Implementation/Account Manager

$90,000 - $105,000/Yr

Visibiledi - Portland, OR

Full-time - Mid Level

Portland, OR

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Implementation/Account Manager at VisibilEDI is a key role focused on enhancing customer experience and managing the implementation of new service offerings in the healthcare technology sector. This position requires a blend of business acumen and technical knowledge to ensure customer satisfaction and operational efficiency through effective communication and relationship management.

Responsibilities

• Establish and cultivate strong relationships with VisibilEDI customers.
• Prepare agendas/materials and facilitate recurring customer support review meetings to discuss open support issues, opportunities for improvements and potential for additional solutions and services.
• Triage issues, performing root cause analysis to determine resolution; escalate to technical team as appropriate.
• Gather feedback from customers on 'what is going well' and 'what could be improved' and share feedback with internal support and management team.
• Monitor customer support requests and follow up on assigned support tickets for timely resolution.
• Participate in various customer data analysis and support activities to understand what is working well, data patterns, and processes for improvement to drive a positive experience for our customers.
• Coordinate implementation of new services after a contract is signed, including development of an implementation plan, identification of service activities and sequencing, and resource needs identification.
• Schedule, structure, and facilitate customer implementation meetings to cover previous week accomplishments, planned accomplishments and any impediments or issues impacting the implementation.
• Coordinate internal resources to ensure published implementation schedules are adhered to.
• Contribute to the creation of training materials and work with customers to help them utilize company tools effectively.
• Ensure customers receive the necessary reports to answer their operational and monitoring needs, and are accurate and delivered consistently and timely.
• Participate in Webinar presentations and other customer training sessions based on customer requests.
• Apprise customers of improvements and exciting new capabilities VisibilEDI has to offer.
• Provide business analysis with both internal and external customers to develop requirements for both new product and service offerings and enhancements to existing platforms.
• Work collaboratively across multiple company functions to provide continuous improvement through customer feedback, advancements in operational efficiencies and other strategic drivers.

Requirements

• Customer service-oriented mindset and great listening skills.
• Great organizational and time management skills and the ability to prioritize and flexibility to quickly adapt when priorities shift.
• Background in healthcare, claims management, account management, healthcare billing or other healthcare operations functions.
• Working knowledge of SQL.
• Self-starter mentality to take initiative and demonstrated leadership with minimal direction.
• Ability to understand and diagnose an issue and capture appropriate information with root cause analysis for problem resolution or escalation.
• Attention to detail and the ability to follow a problem from the beginning to final resolution.
• Strong verbal and written communication skills, interpersonal skills and professionalism.
• Excellent collaboration and coordination skills.
• Bachelor's Degree or equivalent work experience.
• Proficient using Microsoft Windows environment, Microsoft Word and Excel and other productivity tools.

Nice-to-haves

• Knowledge of EDI claim workflows and general X12 environment.
• Understanding of relational database concepts.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance