Skip to Main Content
← Back to Jobs

Client Experience Manager

TSI Healthcare, Inc. Chapel Hill ,NC
  • Posted: over a month ago
  • Full-Time
  • Benefits: 401k, dental, life_insurance, medical, vision
Job Description
About TSI Healthcare
Join our growing family dedicated to client success.
Since 1997, TSI Healthcare has helped empower physicians of all specialties to improve care, increase efficiency and maximize profitability. As a Value-Added Support Organization for NextGen Healthcare, our services include Electronic Health Records (EHRs), Practice Management Systems, Online Patient Portal, Revenue Cycle Management services, among many others. TSI Healthcare operates a state-of-the-art headquarters in Chapel Hill, North Carolina. We take pride in delivering “concierge-style” support and service. For more information please visit www.tsihealthcare.com. General Job Description: Client Experience Manager is tasked with managing a subset of customers (practices) that require additional levels of hand-holding and attention. These customers may be new implementations or existing clients and typically have complex needs or may be in distress. This individual will help these customers identify, develop, and manage issue/project scopes. The Client Experience Manager must have demonstrated knowledge and experience with project management methodologies, ability to coordinate and follow-up with several different teams at once, be adept at managing client expectations, have effective communication skills during challenging conversations, and utilize critical thinking skills to identify issues and suggest solutions.  They need a broad understanding of and experience with both NextGen Enterprise PM and EHR.
  Responsibilities:
  • Serve as overall account manager and main point of contact for customer’s issues
Project Identification/Management
  • Develop project scopes, goals and strategic plans by interviewing the customer to identify client challenges and suggest solutions
    • Utilize this data to be proactive versus reactive in the future
  • Use independent judgment to plan, execute and direct project tasks at customer, as well as internally within TSI Healthcare, to achieve the objectives on time and at a level of high quality
  • Ensure customer projects are staying within the scope and financial budget established
    • Complete through analysis, exercise best judgment, and consult with Customer and/or management when situations require the need to go outside initial scope and budget
  • Serve as customer’s guide through NextGen upgrades
Support Facilitation
  • Monitor performance of project team(s) and support team(s), making sure those teams are addressing the issues within our standard response times and effectively communicating with you and the customer
    • Assist with escalation of issues when resolution is not delivered in a timely or quality manner
  • Keep customer updated on active known issues or NextGen notifications that may be pertinent to their system utilization
  • Establish proactive problem solving, troubleshooting, planning and implementing procedures and policies to keep the customer happy
Customer Coordination
  • Establish credibility with key customer decision makers and influencers
  • Coordinate weekly or monthly calls with key stakeholders upon request, including delivery of appropriate follow-up documentation
  • Utilize advanced knowledge/proficiency with SalesForce, MS Excel, MS Word to develop, manage and maintain implementation project plans and reporting
  • Utilize advance knowledge/proficiency with MS PowerPoint to prepare and conduct presentations
  • Perform on-site visits with customer as needed
General Internal Duties
  • Provide recommendations/consultation to TSI Healthcare’s management team on areas for departmental or implementation process improvements
  • Track Net Promoter Score for all TSI Healthcare practices and identify groups that should be considered for additional attention from Client Experience Manager
  • Transition customers into/out of Client Experience Manager program in coordination with the Account Management team and considering the revenue value, industry influence, and or vocal nature of the practice
  • Visit the TSI Healthcare office on a quarterly basis to develop in-person relationships and maintain visibility
  • Submit all documentation, including follow-up, expenses, etc in a timely manner

Perform other duties as assigned

Knowledge/Skills:

  • Demonstrate strong customer service, problem solving, and interpersonal skills
    • Including using good judgement with written and verbal communication in high sensitivity situations and the ability to be a calming influence and confident asset to client in distress
  • Must be detail-oriented, with excellent organizational, follow up, and punctual skills
  • Must be able to accurately document client problems using the TSI Healthcare support call management system (SalesForce)
  • Ability to acquire clear understanding of business department, function, and inter-relationship at TSI
  • Full working knowledge of NextGen PM and EHR, all phases of application utilization
  • Full working knowledge of Microsoft Word, Excel, PowerPoint
  • Previous front-line clinical/admin experience at a physician practice preferred

Education and Training:

  • NextGen Certified Professional in EPM/EHR preferred
  • Bachelor of Arts or Science in Health Management related field preferred
  • Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) preferred
Additional General Experience Notes:

Minimum of 5 years job-related experience in the Healthcare IT industry with specific emphasis on new client implementations and/or account management is required. Experience managing people and leading teams required for this position as well as a broad understanding of Healthcare IT concepts including Practice Management and EHR software, electronic data interchange (EDI), data conversions, interfaces, and CMS incentive programs (MIPS/MU/etc). Strong understanding of project management principles and ability to create measurable operational procedures is required.  Must be detail oriented and possess strong presentation skills, management skills and communication skills.

Company Description
At TSI Healthcare®, “customer service” is not just a catchphrase, it’s the hallmark of our unrivaled business approach. While there will always be change in the healthcare industry, one thing that we guarantee will never change is our “concierge-style” approach to customer service.

TSI Healthcare, Inc.

Why Work Here?

Our company culture is top-notch!

At TSI Healthcare®, “customer service” is not just a catchphrase, it’s the hallmark of our unrivaled business approach. While there will always be change in the healthcare industry, one thing that we guarantee will never change is our “concierge-style” approach to customer service.

Address

Chapel Hill, NC
27517 USA

Website

What email should we contact you at once we get salary info from the hiring manager?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.

Our qualification feature is only available to registered members - what email address would you like for us to keep on file?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.