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Client Account Manager

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Onpoint Health Data is a dynamic, fast-growing, nonprofit company located in Portland, Maine, committed to delivering independent, reliable, and insightful data solutions to clients nationwide. If you are a self-starter looking for the opportunity to join a mission-driven organization and work with emerging technologies and a talented, energetic team, Onpoint would be a perfect fit. We offer a very competitive compensation and benefits package and a contemporary, collaborative work space conveniently located in Portland’s East End.

Department

Client Services

Reports to

Director of Client Services

Descriptive Summary

The Client Account Manager I is responsible for the cultivation, administration, and maintenance of client relationships; develops an in-depth knowledge of data products and services, including a fundamental knowledge of data management processes, tools, and structures, and of the underlying data itself; conducts basic quality assurance review processes and fulfills straightforward ad hoc analytic requests; identifies and leads internal process and product improvement initiatives; coordinates and prioritizes projects and deliverables; provides effective project management and excellent customer service for Onpoint's clients; and ensures quality assurance (QA) processes and standards are met in client deliverables.

Responsibilities

  • Project and client relationship management
    • Effectively carry out project management and other project-related responsibilities associated with data management and reporting systems development, implementation, and ongoing operations support; requires proactive project and program planning, timely and effective communication and appropriate documentation, and internal coordination and follow-through
    • Proactively identify and address customer needs, be continuously alert and responsive to changing customer business needs, and ensure effective integration with service delivery capabilities and priorities
    • Develop and manage to contracted scope of work within allowed resources, identifying and addressing the need for internal discussion and potential contract amendments
    • Provide on-site and/or telephone support (e.g., client inquiries, requests for ad hoc reporting assistance, miscellaneous research) and training to clients and data users
    • Manage and monitor client satisfaction, recommending appropriate strategies, tactics, and operational initiatives to continuously enhance client satisfaction
  • Data quality
    • Analyze data and underlying systems to ensure the quality of Onpoint’s data and analytic deliverables (requires use of QA processes and analytic tools)
    • Develop knowledge of data submission specifications, collection and release procedures, and/or regulations
    • Ensure effective management of the data collection process up to and including preparing the data for QA and extract to clients’ data warehouses
    • Lead and/or support organization-wide process improvement initiatives
  • Product development and support
    • Help reinforce a culture of continuous improvement characterized by efficient work systems, effective documentation and training, and ongoing monitoring and improvement
    • Evaluate and test new releases of applications
    • Seek input from customers around product improvements and communicate internally
    • Assist the Director in coordinating the activities of the Client Services team
  • Business development
    • Assist in new business development, including cultivation of new work with existing clients, assisting with responses to RFPs, participation in regional and national meetings and initiatives, and other outreach efforts
  • Other
    • Understand the value that Onpoint places on maintaining the confidentiality and integrity of its corporate and customer data and meeting its applicable privacy and security compliance requirements
    • Ensure that Onpoint and customer data subject to privacy and security protections is accessed, handled, processed, transmitted, disclosed, and stored according to operational and IT policies and procedures
    • Immediately report any suspected or actual violation of privacy and security policies or unauthorized access or disclosure of Onpoint or customer data
    • Understand that compliance with all privacy and security policies, laws, and regulations is part of each employee's annual performance evaluation
    • Perform other duties as assigned

 

Qualifications

  • General healthcare business knowledge (required)
  • Experience and knowledge of healthcare claims data and processes, including standard transaction sets, coding methods, and processing (highly desirable)
  • Strong analytic skills with the necessary attention to detail (required)
  • A bachelor’s degree or higher plus two or more years in health data management and/or healthcare-related positions
  • Strong computer skills, preferably with knowledge of SQL, Microsoft Excel, and other data management tools
  • Excellent organization, time management, and project management skills, with a track record of consistent and effective follow-through (required)
  • Excellent written and verbal communication skills with demonstrated ability to work in a team-oriented culture (required)
  • Strong work ethic and commitment to excellence, including leading by example (required)
  • Ability to work independently (required)

Apply to Onpoint: Client Account Manager

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