Client Support Advocate - Practice Fusion - REMOTE

Profile

u003cpu003eThe primary purpose of the Client Support Advocate role is to develop and manage strategic client relationships to drive market share, protect the base and deliver an exceptional client experience. The Client Advocate will be responsible for client program management, EHR support and training activities across **MEMBERS ONLY**SIGN UP NOW***. clients.u003c/pu003enu003cpu003e***Hybrid Role - 3 days remote/2 days office***u003c/pu003enu003cpu003eu003cstrongu003eu003cuu003eAccountabilities: u003c/uu003eu003c/strongu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cuu003eOperational Account Management:u0026nbsp;u003c/uu003eu003c/strongu003eu003c/pu003enu003culu003enu003cliu003eMonitor and proactively address to ensure resolution to meet target metrics:nu003culu003enu003cliu003eMaintain knowledge and status of all clients escalatedu003c/liu003enu003c/ulu003enu003culu003enu003cliu003eMaintain knowledge and status Service/implementation projects and delivery issuesu003c/liu003enu003c/ulu003enu003culu003enu003cliu003eKnowledge of opportunities and renewal datesu003c/liu003enu003cliu003eIdentification of potential upsell opportunities/inform Sales Executive of upsell opportunitiesu003c/liu003enu003c/ulu003enu003c/liu003enu003culu003enu003cliu003eSupport Issues oversightu003c/liu003enu003cliu003eSubscription Questions - Client A/R, Invoices, Contractu003c/liu003enu003cliu003eServices Projectsu003c/liu003enu003cliu003eSales Opportunitiesu003c/liu003enu003c/ulu003enu003cliu003eClient Program Managementu003c/liu003enu003culu003enu003cliu003eProactively communicates feature enhancements, services, educational opportunities and strategies in partnership with client salesu003c/liu003enu003cliu003eHigh-level knowledge of regulatory requirements to ensure clients are aware of and have plans for their needs in partnership with Sales and Clinical Consultantsu003c/liu003enu003c/ulu003enu003c/ulu003enu003cpu003eu003cstrongu003eu003cuu003eAccount Profiling:u003c/uu003eu003c/strongu003eu003c/pu003enu003culu003enu003cliu003eClient Contact Managementu003c/liu003enu003culu003enu003cliu003eEnsure that all required contact information is current, accurate, and appropriate for all levels of the client organization are identifiedu003c/liu003enu003c/ulu003enu003cliu003eAcquire knowledge of assigned customer organizationsu003c/liu003enu003culu003enu003cliu003eUnderstand the products the client has, both CarePort/Allscripts and others.u003c/liu003enu003cliu003eConduct periodic business reviews with client to review usage of products and progress against defined goalsu003c/liu003enu003c/ulu003enu003c/ulu003enu003cpu003eu003cstrongu003eu003cuu003eClient Satisfaction:u003c/uu003eu003c/strongu003eu003c/pu003enu003culu003enu003cliu003eCultivate relationships with client users and executives, building credibility and trustu003c/liu003enu003cliu003eParticipate and drive programs to protect the base –u003c/liu003enu003culu003enu003cliu003eSurveysu003c/liu003enu003cliu003eClient Health/Account Statusu003c/liu003enu003cliu003eAnecdotal Reviews of Client Feedbacku003c/liu003enu003c/ulu003enu003cliu003eSupport ongoing relationship with clients in partnership with Internal Stakeholders to include understanding, mapping and documentation of client strategy and business goalsu003c/liu003enu003cliu003eServe as the overall client-owner and point person for issue-resolution for the clientu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eu003cuu003eAcademic and professional qualifications:u003c/uu003eu003c/strongu003eu003c/pu003enu003culu003enu003cliu003eBachelor's degree in Business, Finance, Public Health, or Computer Science or relevant work experienceu003c/liu003enu003cliu003eStrong customer support skills with demonstrated ability effectively dealing with escalated customer concerns.u003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eu003cuu003eExperience:u003c/uu003eu003c/strongu003eu003c/pu003enu003culu003enu003cliu003e4-7 years experience from a Health IT environment in a support, development, or consulting roleu003c/liu003enu003cliu003eEHR application experience required - ambulatory environment preferredu003c/liu003enu003cliu003ePrevious customer management experience including onboarding, training and/or support is preferredu003c/liu003enu003cliu003eExcellent client facing skills with the ability to thrive in a highly critical, fast paced environmentu003c/liu003enu003cliu003eStrong analytical and problem solving skillsu003c/liu003enu003c/ulu003enu003cpu003eu003cspan style=text-decoration: underline;\u003eu003cstrongu003eHour requirements:u003c/strongu003eu003c/spanu003eu003c/pu003enu003culu003enu003cliu003eMust be able to work 9am - 6pm or 10am - 7pm East Coast Timeu003c/liu003enu003c/ulu003e}

Company info

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