PRM Account Manager

Job Purpose:

Responsible for delivering the highest level of customer care while responding to product application and technical support questions from customers regarding the company’s software, specifically for performance as it relates to system features. Analyzes system to identify problem area(s) and recommend corrective action. Works with closely with development and QA to assist in identifying resolutions for client issues.

Responsibilities:

· Schedule weekly/monthly calls with customers in Account Management to discuss Customer’s current status, including support cases and training needs.

· Assist customer in planning and management of new releases.

· Provide updates, reports, and documentation to manager and/or customer.

· Review and assist in implementing training and internal operational needs with the customer.

· Introduce customer to new 3 rd party features that might be helpful with daily workflow.

· Discuss potential program deadlines and/or discontinuation and transition of features.

· Provide EMR and PM application support and expertise to users.

· Document and escalate issues and workflows to appropriate technical personnel or development when necessary.

· Maintain and increase in knowledge of application.

· Work directly with business users and internal developers.

· Identify, troubleshoot, research, and resolve customer issues in a timely manner.

· Document and escalate issues and workflows to appropriate technical personnel or development when necessary.

· Maintain and increase knowledge in all areas of application and add-on features.

· Provide training to end users as needed.

· Coordinate with developers and software vendor to develop system solutions.

· Troubleshooting performance issues and offering recommendations and enhancements, with assistance from technical resources as needed.

· Signing in and managing incoming customer calls and phone queue during assigned time.

· Manage/work cases to meet daily and monthly goals.

· Other duties as specified by management.

Required Skills:

· High School Diploma

· 2+ years in a customer service call center environment.

· 2+ years related experience.

· 2+ years of Clinical and Practice Management experience. Including payment posting, balancing and reconciling financial reports, coding, as well as clinical workflows and knowledge.

Core Competencies:

Accountability and Self-Management

· Must be able to multitask and demonstrate attention to detail.

· Must be self-motivated and able to work independently with little management or in a team setting.

· Must have a sense of urgency and be able to prioritize and plan daily activity.

· Must be a fast learner and able to grasp new concepts and workflows.

Teamwork and Leadership

· Must be able to make timely sound and accurate judgment when needed.

· Must be able to handle high stress situations and demonstrate persistence and overcome obstacles.

Communication

· Excellent communication, customer service, and organizational skills.

· Ability to communicate clearly and effectively with customers and internal staff both written and verbally. This includes correct spelling a proper grammar.

· Must speak confidently and persuasively in positive or negative situations.

Innovation and Problem Solving

· Attention to detail and advanced analytical and problem-solving skills is expected.

Computer Skills

· Moderate to Advanced knowledge of MS Office products.

Physical Demands:

· May require sitting for long periods of time; also, stooping, bending, and reaching for files and supplies.

· Requires manual dexterity sufficient to operate a computer keyboard, answer a telephone, and run a copier and other office equipment as necessary.

· Employee must participate to help maintain the desirable work environment created by the management and company officials.