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ENGAGEMENT SOLUTIONS MANAGER (ESM)

Job Code: ENGSLMGR

Reports To: Director, Business Development Operations

Base Location: AZ or CO

Work Status: Virtual Office

Minimum Starting Monthly Range: $5,757

Hiring Range (Monthly Pay): $5,757 - $6,583

Full-time / Part-time: Full-time

Exempt / Non-Exempt: Exempt

Risk Designation: Medium

Summary:

The Engagement Solutions Manager (ESM) collaborates with Contexture internal teams to support sales execution and operations. The ESM partners with the Engagement Team to lead prospects from inquiry to becoming a satisfied client. Is responsible for the retention of existing participants, ongoing relationship management, and continued promotion of Contexture's products and services. They work closely with all departments to ensure a seamless and high-quality customer experience. As the Engagement Team identifies new prospects, the ESM will create new opportunities, secure customer agreements, and represent customer needs through the implementation process of those new opportunities.

Additionally, the ESM is responsible for keeping Participant information accurate by validating specific data points such as contact names during routine engagements. The ESM is also responsible for maintaining frequent contact with high-priority participants and responding timely and effectively to identified needs and requests.

This position is based in Phoenix Arizona; Denver Colorado; or Grand Junction, Colorado and requires local residency in one of these base locations. The Denver, Colorado area is preferred. Our strategic flexibility allows for local work from home opportunities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following:

• Work with the Marketing and Engagement teams to plan and implement campaigns to meet Contexture sales goals and objectives.
• Qualify leads and promptly and effectively transition leads to the Engagement Managers.
• Develop client relationships and work with the team to become a long-term trusted health information exchange partner.
• Responsible for managing attestation and the patient rights processes, forms, verification, etc.
• Utilize business application reports to support sales operations, identify new revenue opportunities and provide information for other Contexture teams.
• Explain use cases for current Contexture products to a wide variety of Contexture participant types.
• Create presentations and collaborate with marketing/communications to define messaging and materials.
• Builds and maintains strong, long-lasting relationships with influencers inside the Participant organization.
• Demonstrate HIE application in small group and large group settings, on-line and in person.
• A working knowledge of the technical components of all HIE solutions and services.
• Is able to provide a first-line solution and/or triage technical concerns for participants, before passing to appropriate Contexture teams.
• Responsible for initiating onboarding activities, fulfilling necessary requirements for solution implementation, and collaborating with the relevant Contexture teams to ensure participants go-live with HIE services.
• Assists with high-severity requests or issue escalations as needed.
• Assists in the development of materials targeted at clinical and support staff for each Contexture product and service.
• Informs Contexture's development of new products and services.
• Maintains high-touch engagement with priority Participants including but not limited to agenda development, meeting cadence/schedule, key player/contact tracking, custom survey, etc.
• Prepares reports on account status.
• Identifies up-sell opportunities with current Participants and provide information to team for engagement and closure.
• Responsible for maintaining current and accurate account information in Contexture's business applications and keeps other applicable teams abreast of updates and changes.
• Responsible for generating and managing reports on data submitted/exchanged on behalf of participants.
• Responsible for ensuring participant awareness of financial account status.
• Performs other related duties as assigned.

Skills

• Working knowledge of clinical practice processes within various care settings.
• Ability to excel in an entrepreneurial, fast-paced, diverse, results-oriented culture.
• Comfortable with changing priorities and evolving processes.
• Works in collaboration with other Contexture team members to ensure alignment across Contexture.
• Intellectually curious; interested in market dynamics impacting interest in Contexture products and services.
• Adaptable, flexible, creative business thinking attributes are critical.
• Excellent verbal, written, and interpersonal communication skills; persuasive communicator.
• High energy, positive, competitive, can-do attitude, and attention to detail.
• Strong initiative with solid work ethic and a willingness to roll up sleeves and do what it takes.
• Use creative clinical, business, and operational solutions.
• At ease with ambiguity, demonstrated ability to make sound decisions with limited information.
• Assertive, results- and success-oriented self-starter, with excellent project management skills.
• Proactively resolve problems and take decisive action, giving regard to impact on all stakeholders.
• Highly developed multi-tasking skills.
• Team player with all Contexture staff and community.
• Strong sense of personal responsibility in achieving Contexture's goals.
• Excellent communication, influencing and partnering skills at all organizational levels.
• Demonstrated critical analysis and strategic planning capabilities.
• Understanding of clinical workflows.
• Experience with EHR software systems.
• Expertise in Excel for reporting and cleaning up prospect lists for Sales campaigns.
• Experience with Customer Relationship Management software.
• Experience with Business Intelligence software, preferably Tableau.
• Understanding of the HIE landscape, including functionality, technology (HIT) and policy.
• Commitment to Contexture mission and strategic direction.
• Passion for improving healthcare.
• Valid driver's license.
• Ability to travel within Arizona and/or Colorado to visit participant locations and occasionally stay overnight at conference location.

Education/Experience

• Minimum of 2+ years of sales or account management with physician practices.
• Bachelor's Degree in Business, Healthcare Management, Information Systems, or a related discipline required.
• Experience preferably in healthcare IT or with a clinical background degree preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

The position may require occasional availability for after-hours work, outside of regularly scheduled hours.

The position may require ability to periodically drive to and from clients, conferences and / or events; and / or limited travel.

This position is expected to be exposed to, process, or handle sensitive information including but not limited to Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, etc. As such, the holder of this position is expected to comply with all applicable laws, regulations, organizational policies, and compliance expectations.

Physical Demands

The physical demands described here are representative of those necessary to perform the essential functions of the role:

• Frequent communication and information exchange.
• Regular movement within the office to access equipment and materials.
• Ability to remain stationary for extended periods (approximately 50% of the time).
• Continuous use of computers and office equipment (e.g., keyboard, monitor, printer).
• Frequent handling of materials up to 10 lbs; occasional handling up to 30 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities and / or qualifications associated with the job.

Benefits: Contexture provides a comprehensive benefits package. For details, please request a Benefit Summary from our Benefits Department.

The organization is an inclusive Equal Opportunity Employer. We do not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other status protected by law or regulation.