Delivery Manager II - EMS

Overview

Delivery Manager II role managing customer relationships for GHX Provider Managed Services to increase solution utilization, retention and satisfaction.

What you'll do

• Cultivate and maintain customer relationships to increase understanding and utilization of all Provider Managed Services products.
• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and related product issues.
• Monitor predetermined quality metrics of a customer and implement resolutions if metrics fall below acceptable levels; escalate when needed.
• Proactively develop campaigns to re-engage customers and/or increase customer KPIs.
• Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff.
• Manage time effectively across projects and meetings while adhering to deadlines.
• Create, develop, and use presentation materials for onsite or WebEx meetings with customers.
• Mentor team members through daily tasks and refine processes and resource materials where improvement areas are identified.
• Maintain a high-level understanding of all other GHX services and customer account health to aid adoption of GHX recommended practices.
• Work closely with the CSM and ESE team to ensure customer satisfaction and new potential sales opportunities.
• Work with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process.
• Think critically to resolve technical problems, identify the cause of incidents, and gather necessary data to work with cross-functional teams to resolve them.
• Coordinate launch schedules of assigned product offerings and ensure staffing needs are met.
• Identify development opportunities for new system enhancements to benefit department offerings.

What you'll need

• Bachelor's Degree or 2 years of relatable healthcare experience.
• Working knowledge of Microsoft Office Suite, including Microsoft Excel, Word, and Microsoft PowerPoint.
• Internet savvy and computer literacy with proficiency in Microsoft Office applications.
• Strong organizational and project management skills.
• Experience with project management, customer success, training and/or customer service.
• Experience working in a team-oriented environment as a lead resource.
• Account management or relatable experience.
• Ability to act independently to determine new methods and procedures for existing or special assignments.
• Analytical, detail oriented, project management, time management, and ability to manage multiple priorities.
• Strong accountability and integrity due to sensitive nature of information.
• Proven ability to identify and solve customer problems, overcome obstacles, improve customer performance and meet deadlines.
• Excellent verbal and written communication skills, including exceptional phone presence.
• Solution oriented and result driven to make customers successful and attain desired Managed Services KPI levels.
• Ability to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations.
• Ability to recognize and document product enhancements based on utilization and customer advocacy.
• Proven ability to identify and solve customer problems and increase customer efficiency and product value.
• Ability to locate area cost-saving enhancements or product improvements for GHX Provider Managed Services solutions.

Details

• Travel may be required (approximately 20%).
• Estimated hourly compensation: $32.21 - $43.26.