Client Success Coordinator

Position Overview

FLSA Exempt Status: Non-Exempt
Department: Client Services
Schedule: Monday thru Friday, 8:00am to 5:00pm ET

Description

Dolbey Systems, Inc. develops, implements, and supports Medical Coding, Clinical Documentation, and other Revenue Cycle software systems for 30+ hospital networks. The Client Success Coordinator provides guidance and knowledge resources to customers to improve their Dolbey experience. This includes coordinating with internal teams to facilitate client needs and tracking/reporting client health and status. This position is full-time in our Concord, OH headquarters for 6 months, then approximately 3 days/week in the office (hybrid) after that.

Great Candidates will look like this

• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment.
• An excellent communicator who is efficient and effective with customers and colleagues via web conference, email, and in-person.
• Understands the use of a CRM for business processes (we use Microsoft Dynamics CRM).
• A motivated self-starter who thrives on prioritization and follow-through.
• Passionately creative in mindset and can adapt quickly to evolving business needs.
• Understands software generally and adapts to new software quickly.

Key Responsibilities

• Support Cases: Organize and maintain client support case queue.
• Client Contact: Make regular contact with client key contacts, and maintain our client listing that is shared with the largest market research firm in healthcare IT.
• Staff Schedules: Assist in the management of support calendar and staff schedules.
• Reporting: Maintain and facilitate client and staff feedback reporting.
• Escalation: Serve as a point of escalation to clients. Communicate/escalate internally.
• Support Projects: Manage open support projects. Schedule/lead meetings to completion.

Other Responsibilities

• Help coordinate and organize workflow for client services as it relates to client process.
• Partner with Dolbey Project Management (PM) and Subject Matter Expertise (SME) departments as it relates to client satisfaction.
• Lead departmental recruiting and onboarding efforts.
• Coordinate departmental meetings and morale boosting activities as needed.

Requirements

• 3-5 years Customer Service experience or equivalent work experience.
• Excellent knowledge of MS Office365/Teams
• Positive attitude and growth mindset.
• Takes initiative and delivers results with minimal supervision.
• Strong analytical skills & attention to detail.
• Ability to clearly & concisely communicate in the English language, written and verbal, with excellent grammar and with users in different roles and with varying skill sets.