Position Overview
Job Type: Full time
FLSA Exempt Status: Exempt
Location: Concord, OH
Description
The role of a technical project manager is to facilitate efficient, successful implementations of software and hardware sold by Dolbey to our clients across the United States utilizing tools and techniques developed with and approved by our Program Manager. Daily activities include working with healthcare customers to define requirements, assigning tasks to project team members, and hosting project calls to track progress and define risks. Occasional duties include on-site travel and working with our customers face-to-face during go-live events.
Our product lines demand engaged, driven critical thinkers who can understand the intricate details of how our software works and communicate concerns and considerations to our customer base, who rarely needs to understand the portions of their process that need defined to deliver a successful outcome.
Education/Experience
- High School Diploma or equivalent
- College/University preferred
- 3+ years of hands on technical experience
- Health Information Management/Healthcare
- Medical Coding & Billing
Product Management
- Oversee multiple projects and ensure progress is measured and reported on a regular basis
- Individually maintain and modify project plans for each assigned project
- Organize, host, and document meetings and conference calls with clients
- Maintain working knowledge of our applications and integration activities
Written & Verbal Communication
- Articulate technical matters to non-technical staff and clients
- Communicate with clients in a manner appropriate for the issue
- Effective verbal communication
- English language- Fluent- including meaning and spelling of words, composition, and grammar
- Escalate client issues through management as necessary
- Identification of proper communication method
- Internal and External Email Communication
- Log and address bugs and feature requests as necessary
Time Management
- Strong sense of urgency with deadline driven material and tasks
- Ability to appropriately prioritize tasks
- Thorough follow up with periphery tasks
Technical Competencies
- Database applications – Microsoft SQL/SQL Server, Mongo DB
- Scripting- Python, Visual Basic
- Data processing, hardware platforms, and enterprise software applications
- Software testing and architecture, Python scripting, HTML, IIS, Tomcat
- Experience with Microsoft Office- Word, Excel, PowerPoint, Outlook
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.
