Customer Service Management Jobs in New York

INTRODUCTION

Analyzes, verifies, tracks and recommends for Project, Product and Solution implementation and maintenance. Liaises between various agile teams and project teams. Recommends and delivers product and solution plans and training materials throughout implementation and helps ensure smooth operations post implementation.

ROLE AND RESPONSIBILITIES

• Performs current state /future state analysis and monitors build/testing timelines and thruput.
• Coordinates web based and virtual hosted training sessions. Secures and validates end-user access to multiple applications.
• Manages appointment migration and facilities secondary skill development through hosted migration.
• Provides GO LIVE support - at the elbow, over the shoulder, and remotely.
• Generates and analyzes comprehensive reports to identify opportunities for optimization, streamlining, and efficiency improvements.
• Analyzes, verifies, tracks and recommends for development of implementation plans for system development and implementation of products and solutions which may include discovery, design, conversion, testing, and/or any other components of the project plan cycle and agile delivery.
• Serves as a liaison between business and technology teams.
• Participates in developing and delivering training programs for current and prospective users; educates practice, site, and corporate management on project operations and procedures.
• Assists implementation team in configuring HIPAA rules based on System policies and legal requirements.
• Ensures processes are compliant with system policies, applicable laws, and contractual bargaining agreements.
• Performs solution audits; resolves discrepancies, as required.
• Collaborates with implementation teams to resolve user issues.
• Consults with departments to provide customer support during and post implementation.
• Conducts post implementation satisfaction surveys; advises management of results and recommends actions; troubleshoots issues and resolves concerns as well as recommends necessary fixes; consults with newly acquired facilities and designs transition and implementation plans.
• Operates under general guidance and work assignments are varied and require interpretation and independent decisions on course of action.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

BASIC QUALIFICATIONS

• Bachelor's Degree required, or equivalent combination of education and related experience.
• Bachelor's degree in Computer Science, Business, or Engineering, preferred.
• Minimum of 3 years of relevant experience, required. Experience working in a dynamic, high-technology environment, preferred.
• Excellent communication, interpersonal & leadership skills, preferred.

PREFERRED QUALIFICATIONS

• Practice Operations experience is required - as a front office supervisor or manager.
• 1-2 years Epic experience highly preferred.
• Previous Epic trainer experience or Epic certification would be a plus.
• Travel is required.

ADDITIONAL SALARY DETAIL

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).