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Office Ally · 1 month ago

Associate Client Success Manager (MAPS)

Cincinnati, OH

Full-time

Hybrid

Entry, Mid Level

$55K/yr - $60K/yr

2+ years exp

Office Ally is a healthcare technology company that has been revolutionizing healthcare administration. They are seeking an Associate Client Success Manager to advocate for clients, collaborate with internal departments, and ensure client needs are met through training and support.

Health CareInformation TechnologyMedicalSoftware

Responsibilities

Manage MAPS client accounts to ensure all client change, maintenance and support needs are addressed

Act as a stakeholder in the MAPS development cycle to define and support client needs, including post-creation, testing, and validation

Provide client support through recurring calls, training sessions, and the development of training materials

Demonstrates the ability to navigate all aspects of the functionality of the MAPS suite of software

Understands and stays informed on all state, local, and hospital legislation and program policies as they relate to eligibility for Medicaid, Financial Assistance, and other self-pay programs

Clearly writes these tickets and documents the requirements for the specific needs, based on the client's request. Ensures that these tickets are detailed and actionable stories reflective of the business need, facilitating smooth communication and execution by the development team

Collaborates with stakeholders to prioritize tasks and track progress, ensuring alignment with project goals and timelines

Demonstrates the ability to use good judgment and independent thinking when documenting needs and changes for the software, considering the best decisions for the Company, including technical capabilities and implementation scope

Understanding of when any requested development in the form of changes or enhancements would need internal review and clearance

Demonstrates the ability to manage MAPS account projects, including, but not limited to, implementation, coordination, training, and account management

Testing of changes related to MAPS software updates on Staging, BETA, and for the production release cycle

Assists with the creation and updates of User Manuals and other user-facing documentation

Handles Tier-2 and higher technical or customer support inquiries within the escalation workflow

Qualification

Client account managementHealthcare finance experienceSaaS healthcare supportUser training materialsProject managementAnalytical skillsCommunication skillsProblem-solving skills

Required

Bachelor's degree in business, healthcare administration, or related field, or 2+ years of experience in healthcare finance, revenue cycle, state or local public assistance provider, or related industries

Ability to read, analyze, and interpret the complex documentation

Ability to triage and de-escalate difficult customer situations

Ability to respond effectively to the most sensitive inquiries or complaints

Ability to write speeches and articles using original or innovative techniques or style

Experience creating user materials and training materials

Experience using various applications, including Microsoft Teams, Office Suite, spreadsheets, report writing, project management, graphics, word processing, communicating by e-mail, and using scheduling software