The Delivery Manager II role provides excellent customer service to both internal and external customers. This position will be responsible for the successful management of customer relationships that increase the overall utilization of GHX solutions and services, ensures customer retention and improved customer satisfaction levels for Managed Services. Additionally, the candidate must be an individual that has strong communication, analytical, problem-solving, planning, coordination, and leadership skills as well as the ability to develop and maintain strong business relationships. This position requires effective time management skills, a passion for customer service and performance excellence, attention to detail, and a high level of integrity and work ethic.
Principle Duties and Responsibilities:
- Cultivates and maintains customer relationships to increase understanding and utilization of all Provider Managed Services products.
- Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
- Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when needed.
- Proactively developing campaigns to re-engage customers and/or increase customer KPI's.
- Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff Effective time management of projects and meetings while adhering to deadlines.
- Create, develop, and use presentation materials for onsite or WebEx meetings with customers
- Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified. High level understanding of all other GHX services and customer activity of account health to aid in an increased adoption of GHX's recommended practices. Work closely with the CSM and ESE team to ensure customer satisfaction and new potential sales opportunities.
- Works closely with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process.
- Critically think to resolve technical problems and able to identify the cause of an incident and gather necessary data to work with cross-functional teams to resolve. Coordinate launch schedules of assigned product offering base and ensure staffing needs are met.
- Actively identifying development opportunities of new system enhancements to benefit department offerings.
- Travel may be required (approximately 20%).
- Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday).
Required Skills:
- Internet savvy and computer literacy with proficiency in Microsoft Office applications
- Ability to act independently to determine new methods and procedures for existing or special assignments.
- Analytical, detail oriented, project management, time management, ability to manage multiple priorities
- Strong accountability and integrity due to sensitive nature of information
- Proven ability to identify and solve customer problems, overcoming obstacles, improving customer performance and meeting deadlines
- Excellent verbal and written communication skills including exceptional phone presence
- Solution oriented and result driven to make customers successful and attain desired Managed Services KPI levels.
- Able to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations.
- Ability to recognize and document product enhancements based off utilization and customer advocacy.
- Account Management or relatable experience
- Proven ability to identify and solve customer problems and increase customer efficiency and product value
- Ability to locate area cost saving enhancements or product improvements for GHX Provider Managed Services solutions
Required Qualifications:
- Bachelor's Degree or a minimum of 2 years of relatable healthcare or account management experience
- Working knowledge of Microsoft Office Suite, Microsoft Excel, Word, and Microsoft PowerPoint
- Strong organizational and project management skills
- Experience with project management, customer success, training and/or customer service
- Experience working in a team-oriented environment as a lead resource
Estimated hourly compensation: $32.21 - $43.26
The base hourly range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/
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GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.
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