Client Services Manager at HCTec

POSITION SUMMARY

The Client Services Manager is responsible for directing and leading projects at HCTec’s client

locations. This role is the primary point of contact for establishing trusted advisor partners,

identifying client needs and serving as a liaison between specific clients and HCTec’s remote

and onsite delivery teams to ensure we are meeting client expectations. The Client Services

Manager works independently to develop long-term relationships within the client’s IT

organizations.

ESSENTIAL FUNCTIONS:

To perform this job, an individual must perform each essential

function satisfactorily with or without reasonable accommodation.

Client Relationship Management

• Establish trusted advisor relationships with an assigned portfolio of clients.

• Act as primary point of contact for client service needs and appropriately address

escalated issues in a timely manner.

• Serve as the voice of the customer and interact with the HCTec remote delivery

organization to ensure the successful delivery of solutions to client.

• Establish regular meeting cadence with client; manage meetings and involve other

HCTec Operations and Business Development leaders as appropriate.

• Ensure day-to-day health of account, including delivery of exceptional client service,

adherence to all Service Level Agreements, proactive issue identification and resolution,

and client perception of value as measured through positive feedback and client

references.

• Actively seek opportunities for HCTec to add value and expand client relationship by

identifying and proposing solutions to meet business objectives.

• Provide reciprocal information to HCTec and client on items that can improve

relationship and opportunities to position the company strategically for outside

referrals/sales; When appropriate, share best practices and facilitate connections

between clients for benchmarking or lessons learned.

Implementation Support

• Create, communicate, and manage implementation project plan with HCTec remote

delivery organization after acquiring a thorough understanding of client needs and

service requirements.

• Serve as HCTec point of contact throughout the implementation process, including

indirect management of additional HCTec resources, project timelines, and budgets.

• Attend scheduled client meetings to represent HCTec remote and onsite delivery

organization and provide status updates to appropriate parties.

• Escalate and aid in resolving issues professionally and appropriately.

Operational Reporting and Support

• Assist with definition of business requirements for new work tasks, unique client

situations, or similar activities, including supporting the proposal and deal process. As

required, partner with Transition Directors on specific client implementations/upsells.

• Ensure compliance with all client requirements and standards; partner with pre-Sales

team and Contract Management as needed to ensure delivery is aligned with

expectations.

• Clearly communicate the progress of monthly/quarterly initiatives to internal and external

stakeholders through Monthly and Quarterly Business Reviews, status meetings, and/or

other venues.

• Prepare weekly and monthly reporting for clients and HCTec leaders using key account

metrics and client SLA parameters. Analyze results and recommend improvements.

• Proactively partner with operational teams, including Training and Quality, management,

and Workforce Management to close process, workflow, scheduling, or training gaps.

Process and Continuous Improvement

• Together with Managed Services leadership team, identify opportunities for standard

work or more defined processes, controls, and measurement; prioritize these

activities and serves as project leader in implementing new or enhanced work

standards.

• Analyze business unit, team, and client level data to identify trends and find process

gaps; reports findings to leaders using a set of defined processes, metrics, and

dashboards.

General

• Travel to various client locations or campuses.

• Regular and reliable attendance.

• Perform other duties as assigned.

Additional Information:

Customer Focus:

• Positions primarily serves internal and external customers.

Confidentiality:

• Access to and/or works with sensitive and/or confidential information.

HIPAA:

• Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA).

Skilled in the application of policies and procedures. Knowledge of Corporate

Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES:

The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education:

Bachelor’s degree from an accredited institution required.

Experience:

• Minimum 5 years of experience managing multiple projects within a single client or

across clients.

• At least 3 years of experience performing a process improvement, continuous

improvement, and/or project management role in a healthcare IT environment.

• Proactive and client-focused work style; Ability to form strong relationships at all levels of

an organization.

• Experience leading mid- to large-scale technical project initiatives (e.g.,

integrations, upgrades, workflow improvements, mergers) required; PMP

certification a plus.

• Experience working in a multi-site, multi-client operating environment.

• Proven experience working across multiple levels of an organization to improve

processes, address client concerns, and provide measurable positive impact.

• Proven experience balancing client expectations with Service Level Agreement

parameters

Certifications & Licenses:

Current Valid State Drivers’ License

Epic or Cerner experience preferred, as rel