Indiana Health Information Exchange
  • - Service Delivery
  • Indianapolis, IN, USA
  • Full Time

Indiana Health Information Exchange's (IHIE) Service Delivery team implements and supports technologies that directly impact the quality, safety and efficiency of healthcare.  We are seeking a Customer Relationship Manager with strong customer service skills and a clinical background to join the team. If you're talented, driven, and enjoy a little fun, you'll find IHIE to be a great place to work.

Summary:  The Customer Relationship Manager works directly with customers and company leadership to implement processes designed to engage and maintain engagement with IHIE and to ensure they receive and perceive value. This role will encourage customers to expand their use of IHIE services.  The CRM will also assist customers by answering questions, setting expectations, planning, and providing services to meet their needs.  The CRM maintains strong on-going customer relationships and work to increase overall satisfaction.

Essential Functions:

Essential functions include the following.  Other duties may be assigned.

  1. Develops and maintains key relationships with customers through onsite visits, calls, etc.
  2. Appropriately prepare for and document outcomes of customer contacts.
  3. Learn about customer current usage of IHIE services and any related issues or problems.
  4. Advocate for customers internally at IHIE to seek resolution to any issues or problems.
  5. Promote service offerings the customer does not currently use.
  6. Consult with customer leadership, administration, and clinical staff to assess plan and design user configurations, workflows, product setup, and general adoption needs.
  7. Identify and maintain best customer contacts for future interactions.
  8. Enter and update customer information using Salesforce and the CRM tool shared drive (POC's, MU plans, upcoming projects/requests, etc).
  9. Provide ongoing support and encouragement to organizations undergoing change.
  10. Maintain a regular follow-up schedule to assess current and future customer support needs.
  11. Provide assistance in the definition, plan and evaluation of strategies, including the Return on Investment (ROI) Value Assessment with IHIE leadership.
  12. Market Applications to facilities/providers/etc.

Customer Support/Project Responsibilities:

  • Understand customer needs and desires and help turn that information into potential business opportunities for IHIE
  • Provide oral and written communications on the project status for clinical tasks, deliverables and resources
  • Maintain strong presentation skills needed to deliver training, product demonstrations, clinical walk-through and other support activities
  • Anticipate and resolve routine clinical issues that arise and prevent unnecessary crisis situations
  • Lead and participate in planning meetings impacting: facilities/applications/training/support (meetings might include Planning Committee, Facility progress calls/onsite discussions, etc)
  • Collect necessary information from customers for specifying different or new course requirements

Requirements:

IHIE Attributes:

  • Adaptability and flexibility in a rapidly changing environment
  • Self-starter and self-motivated
  • Ambitious spirit – brings fresh ideas to the table and finds creative solutions to problems
  • Positive attitude with outstanding communication and listening skills

Education:         

  • Bachelor's degree or equivalent industry experience in a healthcare

Skills and Experience:

  • 4 years experience working in, or closely with, ambulatory medical care clinics or at least 4 years experience working with physicians
  • Experience advocating for patients and healthcare workers needs relevant to Health Information Exchange or Health IT
  • Maintain strong interpersonal communication, problem solving and analytical skills
  • Inspires trust and demonstrates dignity and respect for others, regardless of the complexity of situation
  • Outstanding communication skills including verbal and written
  • Demonstrated strong listening skills
  • Excellent project management skills
  • Ability to work in a team environment consisting of customers and co-workers
  • Ability to work under pressure, and balance competing demands of customers and projects
  • Troubleshooting skills is a must
  • Strong knowledge of desktop hardware and software

Preferred:

  • Continued industry certification (e.g. physician assistant, registered nurse)
  • 2 years experience delivering formal, instructor-led classes in a commercial setting or other direct customer service job
  • Nursing background

In exchange for your strong customer service and communication skills, we offer an excellent benefits package including medical/dental/vision, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, very casual work environment and dress code, and a dynamic, fun-loving company culture!

IHIE is the nation's largest and most advanced health information exchange helping to ensure health information is where it needs to be, when it needs to be there to improve care coordination and patient outcomes. IHIE was formed in 2004 and currently serves over 90 hospitals and processes more than 14 million clinical data transactions each month.  

Indiana Health Information Exchange
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