Solution Configuration Consultant - Lumere

About Lumere:
At Lumere, we are clinicians, researchers, engineers, analysts, marketers, and strategic thought leaders focused on one mission: helping hospital leaders and physicians deliver the highest quality, most efficient care by uncovering and eliminating unwarranted care variation and unnecessary costs - specifically related to device selection and utilization.
Our vanguard approach? Partnering with health systems to ensure that care delivery choices are always backed by data and guided by evidence, device costs are justified by clinical outcomes, and doctors and hospital leaders have access to the right insights and analytics to make the best care decisions for every patient.
We are a customer-oriented company. We pride ourselves on providing high touch customer service focused on aligning customer utilization with industry best practice to ensure they can get the utmost value from their partnership with Lumere. Our Customer Support Analyst plays a critical role in the customer's journey with Lumere.
What you will be doing:
As Lumere's Configuration Consultant, you will be responsible for setting up the back end of our software platform to support achievement of our client's goals. Y ou'll liaise with our clients, capturing their requirements, discussing their needs, proposing solutions, and configuring the software accordingly.
The successful candidate is a self-starter who can serve as an expert to client stakeholders of all levels and can effectively communicate complex solution requirements to non-technical client contacts.
This role will require limited travel and will report to the Client Services Manager.
Responsibilities include:

• Design and configure Lumere's solutions according to client needs during both the implementation phase as well as ongoing support
• Translate complex technical requirements into easily digestible client-facing language
• Serve as the expert on Lumere's account configuration options, advising internal teams on configuration best practices and maintaining tools to assist clients in making decisions on how to set up their accounts

• Work closely with Lumere Implementation Consultants and Solution Advisors that interface with customers alongside you to advise on solution functionality and capabilities
• Gather, formalize, and communicate client requirements, including maintaining detailed records of requirements and client decision history
• Respond to client requests to optimize their account setup and proactively assess gaps in client's ability to drive value in the software, leading interventions to improve overall account management
• Monitor account configurations across Lumere's client base, ensuring accounts are set up according to Lumere's standards and the client contract
• Support the Product team in roll out of client changes that impact existing or new account configuration options

• As needed, serve as back-up technical support lead resolving client support inquiries through various channels (email, in-application chat, and phone). Estimated 20 - 30% of time.
• Perform troubleshooting analyses and apply findings to best resolve client support requests (issues may range from understanding and diagnosing user error to identifying software bugs and usability enhancements)
• Identify opportunities for solution configuration process improvement and partner with product management, solution advisory, client services, and engineering teams to execute on enhancements

Qualifications:

• 2-3 years experience in one or more of the following: software account management, software implementation, software technical support, and/ or technical communication and documentation
• Systems thinker, with strong technical problem-solving and communication skills.
• Ability to work independently and prioritize tasks
• Ability to work collaboratively with team members and implementation consultants on a complex projects
• Strong attention to detail and astute diagnostic skills

• Ability to analyze complex problems, develop creative solutions
• Strategic and forward-planning thought process
• Experience collecting software requirements
• Experience in a client-facing role
• Professional, written, and verbal communication skills

• Customer support oriented
• Bachelor's degree required

GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe, Illinois, Florida, and Nebraska.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.