Client Services Coordinator

Purpose of position:

Client Services Coordinator works as a team member with the Technical Team Lead, Technical Manager, Director of Client Services, Client Service Coordinators, Client Services Support
Programmers, and the Implementation Team to provide post-implementation technical support to DSI clients to ensure quality and timely responses to issues and promote continued client engagement. They are responsible for the management of the client relationship and should be both an advocate for the client and an ambassador for the company.

Essential Functions:

• Build and maintain the client relationship, proactively managing accounts as assigned

• Strive for client satisfaction through timely responses and ensuring every client feels valued after every interaction

• Utilize standard operating procedures, training guides, and information gained from communication with Client Services Coordinators and clients, to identify client needs and communicate back to team members and clients to ensure continued client engagement and identify possible issues

• Monitor and update ticketing system for timely completion of client support issues

• Identify and pursue opportunities for upsells with clients

• Communicate effectively and consistently to client regarding updates, changes and/or additions to current AccuReg tools identified that can affect client usage

• Participate in rotating schedule for weekly after hours support to provide coverage from 5:00 p.m. to 10:00 p.m. Monday through Friday, CDT

• Participate in conference calls, emails, and site visits to review action plans and/or identify at-risk clients

• Participate in review and testing of AccuReg version updates and new product lines

• Participate in client site product demonstrations, client training, client site visits, and or trade shows

• Contribute to update of user manuals, user guides, and departmental policies and training guides

Required Skills, knowledge, and abilities:

• Commits to timely and cooperative communication with clients (external customers)

• Commits to timely and cooperative communication with DSI staff (internal customers)

• Client Services Coordinator inspires trust and confidence by:

• Ensuring client action plans are in place in a timely manner
• Handling multiple tasks effectively
• His/her ability to prioritize and work under pressure
• Exhibiting strong interpersonal skills, effectively forming a strong working relationship with both clients and Client Services team members
  

Minimum Qualifications:

• B.S. Degree in Healthcare or Computer Science or related field preferred
• Minimum three to five years support/analyst experience required with an emphasis on healthcare software support
• Working knowledge of Microsoft Office applications
• Working knowledge of Revenue Cycle Management as related to patient access process and workflow
• Proven problem-solving and analysis skills with an emphasis on key performance indicators and/or quality initiatives
• Sound written and verbal communication skills
• Occasional travel and overnight stay at client site or trade show may be required