EHR Customer Success Manager Job in Ewing 08628, New Jersey Us
Epocrates, Inc. (NASDAQ: EPOC), developers of the #1 most used mobile medical app among U.S. physicians, creates point-of-care digital solutions that enhance the practice of medicine. More than 1.3 million healthcare professionals, including 50 percent of U.S. physicians, use Epocrates' solutions to help improve patient care and practice efficiencies with its drug reference, educational and clinical apps. The new Epocrates mobile and web-based EHR solution, designed for solo and small practice physicians, is affordable, easy-to-use and further supports physician workflow and patient outcomes. The company also partners with the healthcare industry, including top pharmaceutical companies, to engage with its clinician network through effective, interactive services.
Epocrates is the leading electronic source of clinical information and decision support tools for primary care physicians at the point of care. Physicians ranked Epocrates as the second most recognized brand behind Microsoft, among 18 healthcare technology companies evaluated. Today, over 1.1 million healthcare professionals, including over 45% of U.S. physicians, use Epocrates’ innovative mobile and Web-based products to help them reduce medical errors, improve patient care, and increase productivity. These professionals have come to rely on and trust Epocrates as their point-of-care medical technology partner.
At Epocrates, we value our people. We promote a fun atmosphere where energetic innovative people work together to transform the practice of medicine.
PRIMARY RESPONSIBILITIES:
The EHR Customer Success Manager is responsible for assisting customers in the successful adoption of Epocrates EHR, providing consultative support on the planning, system configuration, and implementation for small clinical practices. This person will be a critical member of the EHR operations team. Excellent customer facing skills, a passion for customer satisfaction and adherence to support service level agreements is expected.
The EHR Customer Success Manager will also help in the handling of complex customer service issues that that may require in-depth diagnosis and resolution.
Position Responsibilities
• Lead the preparation of the implementation project timeline to ensure customers are meeting their strategic objectives
• Serves as the main point of contact for the office staff during implementation phase
• Provide expert guidance to address critical and/or outstanding issues impacting the implementation
• Provide customers with detailed instructions over the phone, email or via remote session
• Conduct role-based product training to al members of office staff via remote sessions
• Exercise independent judgment to organize and plan implementation program and tasks to ensure program is tailored to the individual customer’s needs in respect to their specific practice workflow and procedures
• Conducts assessment of needs and issues that arise during implementation then advises the client on alternate methods of solving needs or problems, or recommends specific solutions such as installation of alternate methods and procedures, changes in processing methods and practices, or redesign of processes and workflow.
• Manage multiple client implementations concurrently
• Maintain the highest level of customer satisfaction and adherence to corporate service level agreements
• Independently maintain personal calendar and schedule
• Respond in a timely manner to customer questions regarding product implementation and adoption
• Log all customer contacts accurately in the CRM ticketing system maintaining an accurate history for each customer interaction
• Develop and maintain a strong expertise of Epocrates EHR and those devices and platforms upon which our EHR operates
Position Requirements
• 2+ years implementing, training and/or supporting medical software (e.g. billing, electronic medical records, PMS) in an ambulatory or small physician practice setting
• 3+ years of Project Management and Change Management experience
• Deep knowledge and understanding of clinical/physical workflows, patient charts, patient histories
• Exceptional customer facing skills both on the phone and written, with the ability to patiently and politely deal with varying customer skill levels.
• A passion for the highest level of customer satisfaction
• Demonstrated ability dealing with, and resolving complex technical and non-technical issues with customers real-time.
• Demonstrated ability to lead and influence others to achieve desired results;
• Strong general computer literacy, including MS Office, and the comfort, ability and desire to advance technically
• Strong working knowledge of desktop operating systems including Windows 2000, XP, Vista, 7, and Mac OS X
• Experience working with iPhone and other mobile devices a plus
• Ability to effectively communicate cross-organization at Epocrates and work well in a fast paced environment
• Experience utilizing trouble-ticketing and/or CRM systems for tracking all customer issues from creation through resolution a plus
• Strong analytical and organizational skills and attention to detail
• Must be a process focused individual able to multi-task in challenging, sometimes stressful situations
• Must be a highly motivated person who can work autonomously and as part of a team
Key Measures
• Exceptional customer satisfaction
• Successful implementation and adoption of Epocrates EHR
• Resourcefulness judgment
• Adherence to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure
Please refer to job description.
