Client Engagement Coordinator, Newark

Description

Client Engagement Coordinator

Position Summary - The Client Engagement Coordinator will help our clients understand the full potential of our products and act as liaison between the client and customer service. Navigate business relationships using technical knowledge and operational experience working directly with clients. Help grow business relationships with existing clients and assist in onboarding new clients. Collaborate with different work groups and departments to improve customer support programs and enhance customer satisfaction. Partner with a team of Analysts and/or Engagement Coordinators to ensure accomplishment of program goals and deliverables.

The Client Engagement Coordinator will bring a unique blend of healthcare, analytical, and customer services expertise to the group. Work with multiple groups within the organization towards improving processes and streamlining operations. Assist in combining business knowledge by educating and supporting clients and empowering the team to drive improvement.

Person Reports To - Onboarding Manager

Essential Functions -

• Acts as ambassador for NJII and assists in recruiting providers to join the NJHIN
• Regularly meets with clients, users, vendors, and IT staff to interpret system specifications and onboard clients
• Analyzes provider needs and prioritizes work, including identification of leads for promoting interoperability Programs, and other quality initiatives as outlined by NJII's senior management
• Provides consistent communication, education, and support to assigned clinicians and organizations
• Articulates operations of the program and any applicable regulations related to the NJII Programs
• Work collaboratively with the program leadership, engagement coordinators, technical analysts, and other members of the team to suggest best practices to meet program goals
• Supports the implementations of applications and prepares the appropriate documentation
• Supports Q/A for system testing and documentation for all phases of the onboarding life cycle
• Researches and resolves implementation-related Customer Support Center Tickets.
• Ensures strict adherence to work plans, reporting all serious deviations to management.
• Assists with the training of users in operating procedures for application.
• Coordinates regular updates to clients on the progress of customer service projects
• Working in conjunction with a project manager, monitors project plans, tracks project status, issues and progress
• Develop open and effective channels of communication with each client that can be employed by other divisions as well
• Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction
• Provide ongoing education and consultation to participating organizations that use NJII Shared Services
• Encourage revenue growth by promoting other products and services from the company
• Become the reliable point of contact for each customer that is required to establish a strong business relationship

Additional Functions -

• Maintains Service Excellence principles and keeps management well informed of activities, needs, roadblocks
• Updates system, operational and department documentation, prepares and submits status reports to supervisor as required
• Presents oral and written communications to partnering teams and other departments
• Oversees execution of end-to-end client engagement process and complete all steps necessary to ensure information sharing standards are met
• Demonstrates analytical problem solving and handles moderately complex issues and problems
• Performs other tasks as required by management
• Participates in workgroups, reviews and participates with other available NJII products/services
• Communicates and delivers vision for change through activities such as presenting and sharing best practices
• Prioritizes and executes tasks and fluent in change management
• Builds ability around NJII services to share knowledge with and mentor peers
• Establishes and maintains regular communications with application teams and user community
• Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements

Prerequisite Qualifications -

• Bachelor's degree in business or a related field from an accredited institution with 2+years' in a healthcare customer service role

Knowledge/Skills Required

• Proven success record with complex projects
• Ability to succeed managing multiple projects and priorities with tight deadlines
• Ability to use independent judgement and critical thinking effectively and consistently
• Demonstrated relationship-building skills
• Proven ability to utilize the Salesforce contact platform required
• Language proficiency in English, with excellent written and verbal fluency
• Must demonstrate ability to meet deadlines
• Strong communication skills required
• Customer Focus/Service Orientation
• Microsoft Office Suite

Preferred Qualifications -

Familiarity with hospitals and healthcare, concepts and terminology to support the applications