POSITION SUMMARY
The Client Services Manager is responsible for directing and leading projects at HCTec’s client
locations. This role is the primary point of contact for establishing trusted advisor partners,
identifying client needs and serving as a liaison between specific clients and HCTec’s remote
and onsite delivery teams to ensure we are meeting client expectations. The Client Services
Manager works independently to develop long-term relationships within the client’s IT
organizations.
ESSENTIAL FUNCTIONS:
To perform this job, an individual must perform each essential
function satisfactorily with or without reasonable accommodation.
Client Relationship Management
• Establish trusted advisor relationships with an assigned portfolio of clients.
• Act as primary point of contact for client service needs and appropriately address
escalated issues in a timely manner.
• Serve as the voice of the customer and interact with the HCTec remote delivery
organization to ensure the successful delivery of solutions to client.
• Establish regular meeting cadence with client; manage meetings and involve other
HCTec Operations and Business Development leaders as appropriate.
• Ensure day-to-day health of account, including delivery of exceptional client service,
adherence to all Service Level Agreements, proactive issue identification and resolution,
and client perception of value as measured through positive feedback and client
references.
• Actively seek opportunities for HCTec to add value and expand client relationship by
identifying and proposing solutions to meet business objectives.
• Provide reciprocal information to HCTec and client on items that can improve
relationship and opportunities to position the company strategically for outside
referrals/sales; When appropriate, share best practices and facilitate connections
between clients for benchmarking or lessons learned.
Implementation Support
• Create, communicate, and manage implementation project plan with HCTec remote
delivery organization after acquiring a thorough understanding of client needs and
service requirements.
• Serve as HCTec point of contact throughout the implementation process, including
indirect management of additional HCTec resources, project timelines, and budgets.
• Attend scheduled client meetings to represent HCTec remote and onsite delivery
organization and provide status updates to appropriate parties.
• Escalate and aid in resolving issues professionally and appropriately.
Operational Reporting and Support
• Assist with definition of business requirements for new work tasks, unique client
situations, or similar activities, including supporting the proposal and deal process. As
required, partner with Transition Directors on specific client implementations/upsells.
• Ensure compliance with all client requirements and standards; partner with pre-Sales
team and Contract Management as needed to ensure delivery is aligned with
expectations.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external
stakeholders through Monthly and Quarterly Business Reviews, status meetings, and/or
other venues.
• Prepare weekly and monthly reporting for clients and HCTec leaders using key account
metrics and client SLA parameters. Analyze results and recommend improvements.
• Proactively partner with operational teams, including Training and Quality, management,
and Workforce Management to close process, workflow, scheduling, or training gaps.
Process and Continuous Improvement
• Together with Managed Services leadership team, identify opportunities for standard
work or more defined processes, controls, and measurement; prioritize these
activities and serves as project leader in implementing new or enhanced work
standards.
• Analyze business unit, team, and client level data to identify trends and find process
gaps; reports findings to leaders using a set of defined processes, metrics, and
dashboards.
General
• Travel to various client locations or campuses.
• Regular and reliable attendance.
• Perform other duties as assigned.
Additional Information:
Customer Focus:
• Positions primarily serves internal and external customers.
Confidentiality:
• Access to and/or works with sensitive and/or confidential information.
HIPAA:
• Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA).
Skilled in the application of policies and procedures. Knowledge of Corporate
Standards and Recommended Practices.
KNOWLEDGE, SKILLS & ABILITIES:
The requirements listed below are representative of the knowledge, skills and/or abilities required.
Education:
Bachelor’s degree from an accredited institution required.
Experience:
• Minimum 5 years of experience managing multiple projects within a single client or
across clients.
• At least 3 years of experience performing a process improvement, continuous
improvement, and/or project management role in a healthcare IT environment.
• Proactive and client-focused work style; Ability to form strong relationships at all levels of
an organization.
• Experience leading mid- to large-scale technical project initiatives (e.g.,
integrations, upgrades, workflow improvements, mergers) required; PMP
certification a plus.
• Experience working in a multi-site, multi-client operating environment.
• Proven experience working across multiple levels of an organization to improve
processes, address client concerns, and provide measurable positive impact.
• Proven experience balancing client expectations with Service Level Agreement
parameters
Certifications & Licenses:
Current Valid State Drivers’ License
Epic or Cerner experience preferred, as rel