nThrive

Senior Solutions Manager

Job ID
2021-29326
Employment Type
Full Time
Hours Per Week
40
State
Remote

Overview

nThrive® provides leading healthcare revenue cycle management SaaS solutions, offering patient access, charge integrity, claims management, contract management, machine learning & robotic process automation, data & analytics, and education software solutions to more than 900 hospitals and health systems in North America, including 37 of the 40 largest healthcare providers in the U.S.

 

nThrive's end-to-end software platform helps healthcare organizations increase revenue, reduce costs, expand cash collections, and ensure regulatory compliance across the entire revenue cycle continuum. For more information on nThrive, please visit www.nThrive.com.

 

The Sr Solutions Manager, SM, with nThrive is a product expert and is a key player in supporting the client during all stages of product post-implementation and will often take on our more complex clients. The Solutions Manager is focused on ensuring customer satisfaction by completing defined client and product support tasks, quickly and correctly resolving or triaging cases, and interacting with customers via verbal and written communication in a professional manner.

Responsibilities

 

  • Consult with clients to ensure understanding of their concerns and clearlycommunicate to internal technical and non-technical teams for resolution
  • Work on complex clients or projects while effectively managing expectations
  • Deliver superior customer service, as measured by SLA adherence of completed support request, to include diagnosing and resolving client application, data, and connectivity issues in accordance with the internal policies
  • Appy high-level problem-solving abilities to assist in the resolutions of complex client issues
  • Provide consistent and timely status updates to reaffirm client value
  • Communicate with leadership to prioritize multiple clients and high priority items
  • Provides accurate and detailed documentation on escalated resolutions.
  • Assist with job aide development by documenting pertinent information from previous support calls and case resolution for future reference and reporting
  • Interact with other departments to enhance product knowledge as it pertains to client issue resolution
  • Attend product Release Review meetings to ensure new product understanding
  • Support application functionality and remains current on release updates and product knowledge
  • Assist with software testing releases as needed
  • Run queries or re-pricing on new production and documents software/product bugs for development staff
  • Mentors other Solutions Managers

Qualifications

 

  • 4+ years’ experience in the Healthcare Industry (i.e., clinical, collections, patient access, and healthcare customer service and/or call center)
  • 4+ years’ experience in client relations, customer service, account management, or service industry to include experience working closely with client support
  • Proven knowledge and experience in customer support including managing multiple or complex client accounts
  • Demonstrated ability to communicate with others, including customers, in a clear, concise, and professional manner via phone, email or in person
  • Ability to articulate and present detailed processes to internal and/or external customers
  • Demonstrated ability to work in a team environment that requires quick turnaround and quality output
  • Intermediate proficiency in MS Word and Excel
  • High School diploma or GED

Preferred Skills

 

 

  • Bachelor’s degree
  • Comprehensive understanding of hospital revenue cycle
  • Patient Access, Collections, Supply, Coding or Clinical background
  • Salesforce CRM experience
  • Familiarity with PowerPoint

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