Principal Client Services Manager

The Principal Dragon Ambient eXperience (DAX) Client Services Manager - New Clients will manage the onboarding of DAX clients to meet contractual metrics and exceed provider expectations and satisfaction. Deliver quality, white glove provider onboarding experiences while maximizing effectiveness and efficiencies of our delivery. The DAX Client Services Manager will ensure strict adherence to process compliance and serve as an operational lead while partnering with other departments for onboarding.
Principal Duties and Responsibilities
Client Services Management:

• Serve as a workflow expert and go-to person within the Client Service Manager team. Ensure an exceptional provider experience by acting as a liaison between the customer and other DAX team members involved in the oversight of new accounts.
• Strict adherence to process compliance to optimize delivery processes, review key performance indicators and perform necessary adjustments to improve service delivery, client satisfaction and financial results.
• Collaborate directly with customers as well as other DAX departments to understand customer business requirements, expectations, feedback, and alignment with the DAX product capabilities to align and communicate appropriate service delivery.
• Participate on and/or lead customer calls to present business review updates, service delivery trending, performance updates, obtain customer feedback and create/present plans of action as required to meet onboarding goals.

Go Live Readiness:

• Expectation to be flexible during onboardings or escalations as to availability as per business hours of client.
• Coordination with various stakeholders (PM, Vendor, etc.) to ensure go live readiness for their clients (both net new clients and expansions).

Qualifications:

• BS/BA degree in healthcare or business-related field or equivalent experience
• Typically, 5-8 years of applicable experience in healthcare operations experience preferred.
• In-depth understanding of clinic workflows and EMR documentation. Athena, Epic, or Cerner a plus.

Required Experience:

• Experience with creating and maintaining strong client relationships.
• Understanding of how to identify at risk accounts and quickly strategize and implement measures to improve client satisfaction.
• Proven ability to proactively lead change by recommending, developing, and implementing improved operational procedures and policies.
• Experience in management, operations, and leadership with strong capabilities to present account progress and statuses to upper management.
• Experience identifying customer needs and aligning these needs to people, process, and technology solutions.

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.