Client Services Manager in Nashville, TN at HealthTrust

Date Posted: 9/16/2018

Job Snapshot

Job Description

HealthTrust(www.healthtrustpg.com) is committed to strengthening provider performance andclinical excellence through an aligned membership model and the delivery oftotal spend management solutions that leverage its operator experience, scaleand innovation. Members include over 1,500 hospitals and health systems, andmore than 31,000 non-acute care sites.


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Job Summary  
This leadership position owns and manages the ClientServices function at InVivoLink.  TheClient Services Manager [CSM] leads day-to-day responsibilities in providingtelephonic and electronic support to IVL members and hospital care teams inusing IVL software and resolving issues. Leads by example in terms of content knowledge, demeanor, and serviceorientation.  Creates and executesdevelopment plans to grow entry-level Client Services Coordinators into strongservice agents, capable of continued growth in InVivoLink and beyond toHealthTrust.  CSM is a member of theextended IVL Leadership Team, and contributes to strategy and overall companydirection based on observations and goals of their function.  CSM routinely works with internal andexternal customers to coordinate implementation activities, resolve conflicts,develop and/or optimize procedures, and provide communication/education tostakeholders on items within their domain.    
 
Duties(included but not limited to):

  • Monitor departmentticket metrics including:
    • Ticketscreated/closed
    • Escalatedincidents
    • HCA ticketsrelated to our product (aka Remedy)
    • Work withproduct and development teams to collect and provide targeted, product-specificfeedback through support channels
  • Providedevelopment and improve performance of CSC team:
    • Facilitate anunderstanding of CSC job duties and provide proper training
    • Seek outincreasingly complex projects for the team relevant to individual interests
    • Periodicallyengage in external development efforts such as cross-team shadowing and HCAToastmasters
    • Administerperformance evaluations
    • Hire andassist in promoting CSC staff 
  • Work with HCADivision Service Desks
    • Offer regulartraining and coaching on IVL products with the help of division management
    • Improvecommunication between facilities and Service Desks
  • Support newproduct implementations and golives
    • Act asliaison team to complete facility golive technical tasks, working with Productand Development teams
    • Assist incollecting incident and feedback reports for a new product implementation
  • Manage staffoperations
    • Review andapprove employee time records
    • Fine tunedepartment schedule including on-call and later/earlier shifts
  • Create andmaintain department infrastructure
    • Create andoversee incident management platform and workflow
    • Manage andadvise on matters of PHI collection, storage, etc.
    • Relevantsecurity and administrative documentation
  • Work withACMs and leadership to complete special projects
    • Discussinitial project scope and pairing of staff with ACMs in the following areas

Job Requirements

Bachelor’sdegree required.
Three yearsof experience as a Client Services Coordinator preferred.
Clientservices or Customer relationship management experience required.
Priorexperience coordinating implementations and service strategy strongly desired.

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