Job Description
Vacancy Name
Integration Manager
Category
Permanent
Location Country
US
Office Location
Home based – US
Responsible for managing both the assigned engagement, as well as the overall customer relationship throughout the duration of the contract period, ensuring engagements are on time and on budget, while also collaborating with internal Craneware teams to manage processes resulting in customer success.
You Will Be
- Responsible for all project management duties of assigned engagement(s).
- Responsible for keeping assigned engagements on time and on budget.
- Documenting customer current state and desired future state which incorporates Craneware software.
- Establishing best practice workflow to include written processes, policies and procedures that supports customer management of product output during implementation and operations phase to ensure optimal use of the product.
- Championing and facilitating change.
- Working closely with Professional Services and internal teams to enable seamless product implementations.
- Mentoring and provide knowledge transfer to customers/process owners.
- Monitoring internal operations to assure established processes, policies and procedures are followed, timelines are met and actions are taken to promote customer success.
- Working with the CFO and other key department leaders, on an ongoing basis to design, develop and deliver operational reports and analyses, i.e., status of findings, exception report of unworked opportunities, and projected cost savings/increased revenue by facility, that demonstrate product ROI.
- Understanding product capabilities and solutions and maintain knowledge of company and product information by working closely with Sales, Product Marketing and other internal Craneware teams and by attending internal product training programs, trade shows, user group forums, etc. in order to effectively communicate Craneware solutions and ultimately maximize customer success.
- Handling customer issues and concerns in an efficient and effective manner by engaging appropriate internal Craneware teams to ensure resolution.
- Ensuring appropriate teams are continually informed in order to prevent need for escalations and identifying new opportunities.
- Providing specific how to education and targeted training to customer on product(s).
- Developing measurable goals to track and trend results on the overall plan and revenue opportunities.
- Researching, analyze, record and communicate product end user issues effectively with assigned customers and their management teams to achieve optimum performance.
- Managing ongoing customer product adoption issues to ensure customer satisfaction and ongoing customer communication by serving as their primary contact for strategic customer pre-and post-product implementations.
- Proactively identifying risk throughout the project and escalate both internally and externally as appropriate.
- Leveraging Cranewares industry expertise and resources to establish and maintain a productive long-term relationship with assigned customers.
- Establishing and execute a strategic plan to optimize Craneware solutions within assigned customer base by continuously seeking cross-sell and up-sell opportunities.
- Driving all assigned customers to joint speaking opportunities and publication of Success Stories.
- Ability to present alone or with customers at local, regional and national events, both in person and remotely.
You Will Bring
- Bachelors Degree
- 7+ years experience working in the US Healthcare Industry
- Project management skills
- Revenue cycle account management, consulting or hands on experience in a hospital revenue cycle role
- Understanding of revenue cycle technology
- Experience of working collaboratively across functional areas to achieve business goals
- Direct hands-on experience for an acute system EMR conversion
- Good communication skills, both verbal and written, with a wide variety of audiences both internal and external to the company
- Excellent critical thinking, problem-solving and organizational skills
- MS Office skills including Microsoft Project, PowerPoint and Excel to intermediate level
- Experience of internal and external customer service and focus skills
- Ability to manage multiple priorities simultaneously
- Good interpersonal skills, including establishing rapport with stakeholders through regular contact by phone and in-person
- Demonstrate a broad and deep knowledge of Cranewares software, products and services
- Strong personal sense of accountability and excellence
- Ability to stay on task while working independently
- Results driven