Solutions Manager

Impact you will make

The Solutions Manager (SM) is an expert in the product and plays an essential role in assisting clients throughout all stages of post-implementation. The SM prioritizes customer satisfaction by completing specified client and product support tasks, accurately and promptly resolving or triaging cases, and maintaining professional verbal and written communication with customers.

Increase customer satisfaction by reducing overall case TAT, providing clear communication, and ensuring product and client-specific support tasks are performed efficiently and correctly.

What you will do

Major Responsibilities/Activities:

• Delivers superior customer service while diagnosing and resolving client application, data and connectivity issues in accordance with the internal policies, providing clear and concise documentation.
• Provides coordination and clear communication via phone, email and SFDC on case or other client support activities to both internal and external customers.
• Organizes, investigates, and resolves assigned work in a timely and effective manner.
• Works independently on complex clients or projects while effectively managing expectations.
• Interfaces/communicates with other departments to ensure product maintenance utilizing established procedures.
• Supports application functionality and remains current on release updates and product knowledge.
• Assists with software testing releases as required.
• Utilize Complex problem-solving skills
• Demonstrate initiative by efficiently completing daily tasks with minimal guidance.
• Documentation:
  
  
  
  • Documents support calls and resolution for future reference and reporting.
  • Adheres to established procedures of documenting cases.
  • Documents software/product bugs for development staff.
  • Performs other tasks and projects, as needed.
  • Contributes to the knowledge base by providing articles for other support analysts to use.
  
  
  
  

What you will bring

• Bachelor's Degree or equivalent, relevant work experience
• 1+ year of experience using data structures and interpreting large datasets
• 1+ year of experience defining problems, collecting data, establishing facts, and drawing valid conclusions.
• Ability to interpret an extensive variety of technical instructions.
• Solid knowledge of all MS Office Products
• Utilize and create basic formulas in Excel efficiently
• Pay strong attention to detail and accuracy
• Process and analyze data using advanced techniques
• Proven track record within customer support including managing multiple or complex client accounts.
• Ability to communicate with others, including customers, in a clear, understandable, and professional manner on the phone, via email and in person; and the demonstrated use of good written (i.e. good grammar/spelling) and verbal communication skills.
• Demonstrated ability to work in a team environment that requires quick turnaround and quality output.
• Proficiency in time management
• Travel required: Include amount of travel here:

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  • None
  
  
  
  

What we would like to see

• 2+ years' experience in healthcare industry or comprehensive understand of Hospital Revenue Cycle.
• Comprehensive understanding of hospital revenue cycle preferred.
• Supply, Pharmacy, Coding or Clinical background preferred.
• SalesForce experience preferred.