Senior Technical Account Manager

Job Summary

A dynamic healthcare technology company is seeking a seasoned, technology savvy professional to provide our valued customers with outstanding service. In this role, you will be responsible for managing the customer relationship, and will be expected to contribute to improvement of our processes and services through customer success metrics and feedback. You will also work with customers on managing the implementation of new service offerings.

Successful candidates will possess a working knowledge of SQL and have several years' experience in a Healthcare EDI environment in a customer-facing role.

Responsibilities:

• Establish and cultivate strong relationships with VisibilEDI customers.
• Schedule and facilitate recurring meetings with customers to provide updates on open inquiries and issues, provide ongoing guidance to ensure maximum utilization of self service tools, and identify opportunities for additional solutions and services.
• Triage issues, performing root cause analysis to determine resolution; escalate to technical team as appropriate.
• Monitor customer support requests and follow up on assigned support tickets for timely resolution.
• Maintain documentation related to implementation plans, service profiles, and customer meetings.
• Coordinate with customer experience team and VisibilEDI leadership on issues and opportunities to ensure awareness across disciplines, continuity of approach and associated communications, and to gain maximum efficiency.
• Participate in regular team meetings to discuss initiatives, training needs, and address any impediments to the team’s success.
• Coordinate internal resources to ensure published implementation schedules are adhered to.
• Contribute to documentation and training materials.
• Identify reporting packages, ensuring consistent delivery and working with customers to ensure they understand how to use them to accomplish operational and monitoring tasks.
• Apprise customers of improvements and exciting new capabilities VisibilEDI has to offer.
• Work collaboratively across multiple company functions to provide continuous improvement through customer feedback, advancements in operational efficiencies and other strategic drivers.

Additional Responsibilities:

• 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.

Qualifications and Skills:

• 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 diagnosis 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

Additional Skills:

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

Job Type: Full-time

Pay: $100,000.00 - $125,000.00 per year

Benefits:

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

Application Question(s):

• How many years' experience do you have in Account Management in a healthcare environment?
• What is your proficiency in use of SQL to analyze and/or report data?

Work Location: Hybrid remote in Lake Oswego, OR 97035