Account Manager

ACCOUNT MANAGER

Summary

The Account Manager is responsible for all aspects of a customer’s relationship with Contexture. They work closely with all customer-facing departments to ensure that each customer receives the highest standards of service. They focus on establishing and maintaining relationships with key clinical, business, financial and technical decision makers to ensure that there is a complete understanding of Contexture and its services. The Account manager serves as the customer’s advocate to ensure that all departments understand the customers’ requirements and respond with the right quality of service. Additionally, The Account Manager in conjunction with the assigned Project Manager is responsible to ensure the successful adoption and use of Contexture's suite of products and services.

At the request of the customer, the Account Manager may assist with the analysis of various workflows to develop and recommend practices, procedures and HIE tools that focus on the effective use of electronic patient data within the workflows to aid in improving care delivery and coordination. This is a hands-on, local position, covering all of Northern Arizona; incumbent must reside in Northern Arizona which includes cities such as Flagstaff, Sedona, Prescott, Chinle, Cottonwood, Kingman, and Winslow. Applicants who do not reside in the Northern Arizona area will not be considered.

Essential Duties and Responsibilities include the following:

• Builds trust and strengthens relationships by keeping customers informed on the way existing and emerging Contexture technologies and services can help their organization
• Research industry best practices in the use of electronic patient data within hospitals, clinics, and other health care settings
• Prepares briefings on the business, technical and financial benefits of technology and collaborate with customers to develop customized solutions
• Oversees all product and service matters specific to the customer
• Facilitates communication between project team members and key stakeholders such as physicians and nurses
• Develops customer-specific HIT Implementation Plan
• Builds and maintains strong, long-lasting customer relationships, develop a trusted advisor relationship with key clinical and executive customer leaders
• Ensures the timely and successful delivery of services per customer needs and objectives
• Coordinates with Contexture teams to identify, manage, communicate, and mitigate risks/issues throughout the implementation process
• Prepares reports on account status
• Assists with high severity requests or issue escalations as needed
• Informs customer of best data use practices identifying the gaps in their current processes
• Assists in development materials targeted at clinical and support staff for each Contexture product and service
• Assists management with development of new products and HIE services
• Performs other related duties as assigned

Qualifications

To perform successfully, an individual must be able to accomplish each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

• Working knowledge of clinical practice processes within various care settings
• Quality improvement methodologies (implementation & use)
• Analyze, process and workflow redesign skills
• Written and verbal communication skills
• Analytical and organizational skills
• Understand the "team dynamic" and the ability to lead groups
• Proactively resolve problems and take decisive action, giving regard to impact on all stakeholders
• Prioritize and manage multiple tasks and requests resources to ensure projects are efficiently and effectively completed
• Manage competing priorities in a complex and dynamic environment
• Use creative clinical, business, and operational solutions
• Convey a professional image
• Ability to work in a fast-paced and rapidly changing environment and consistently meet strict deadlines
• Work independently and in a team environment, maintaining positive working relationships
• Understand requirements of Federal and State quality initiatives and related metrics
• Advanced knowledge of Microsoft office toolset (Word, Project, Excel, and PowerPoint required, Visio preferred)

Education/Experience

Extensive healthcare experience required in a variety of settings. Prior experience in account management within a technical setting preferred. A Bachelor’s degree in a health care related discipline desired. The successful candidate should possess experience in one or more of the following areas:

• In-Patient care (acute and post-acute)
• Out-Patient Care (physical and behavioral Health)
• Federal and State quality initiatives
• EMR implementation
• Customer Service
• Quality improvement

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

As a federal contractor, Contexture is subject to the requirements of U.S. Executive Order 14042. As such, Contexture is legally required to ensure that all employees are fully vaccinated for COVID-19 as a condition of employment, unless the employee is legally entitled to an accommodation. The position may require occasional availability for after-hours work, outside of regularly scheduled hours.

The position may require ability to periodically drive to and from clients, conferences and / or events;

and / or limited travel.

This position is expected to be exposed to, process, or handle sensitive information including but not limited to Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, etc. As such, the holder of this position is expected to comply with all applicable laws, regulations, organizational policies, and compliance expectations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The person in this position needs to frequently communicate and exchange information and move about inside the office to access file cabinets, office machinery, etc. Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office productivity machinery, such as a keyboard, monitor, calculator, copy / scanner machine, and printer. Frequently moves office and work-related material weighing up to 10 pounds; Occasionally moves office and work-related material weighing up to 30 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities and / or qualifications associated with the job.

Benefits: The organization provides a comprehensive benefits package. For details, please request a Benefit Summary from Human Resources.

The organization is an inclusive Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other status protected by law or regulation.