Client Services Coordinator

Full Job Description

Description

Position Title: HCIS Client Services Coordinator

Position Summary - The Client Services Coordinator will help our clients to thrive in today's healthcare market as they assist provider practices and hospitals in their transition to Value-based Care. HCIS's Client Services Coordinator understands the full potential of our solutions and acts as a liaison between the client and HCIS providing excellent customer service. The Client Services Coordinator's responsibilities would include client management, Value Based care consulting, for example Merit Based Incentive Program (MIPS) and NJ QIP. The candidate will navigate business relationships using product knowledge and operational experience to support clients. Help grow and expand business 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 Coordinators to ensure accomplishment of program goals and deliverables.

The candidate will bring a unique blend of healthcare, analytical, and customer services expertise to the HCIS team. 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 quality healthcare improvements.

Person Reports To - - HCIS Director or Team Leader

Supervises - NA

Essential Functions -

• Acts as an ambassador for HCIS
• Assists clients through consulting and submission of Merit based Incentive Payment System (MIPS) and other healthcare quality data through Center for Medicare & Medicaid Services (CMS) and other Registry web portals or submission processes.
• Provides consistent communication, education and support to assigned clinicians and organizations.
• Stays abreast of state and federal regulations related to the HCIS's programs and advises clients accordingly.
• Works collaboratively with the leadership, other Client Services Coordinators, technical analysts, and other members of the team.
• Supports provider practices with data tracking, reporting, and analysis.
• Ensure timely and effective execution of all assignments.
• Experience gathering requirements from the client/business and providing clear documentation.
• Provide ongoing education and consultation to participating organizations that use HCIS services.

Additional Functions -

• Maintains Service Excellence principles and keeps management well informed of activities, needs and any 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 satisfactory completion of all steps necessary to ensure information sharing standards are met
• Prioritizes and executes tasks in a high-pressure, ever-changing environment showcasing strong problem-solving skills
• Handles moderately complex issues and performs other tasks as required by management
• Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
• Ability to present information to groups virtually and in person.

Prerequisite Qualifications -

Requirements

Bachelor's Degree in Healthcare related field

3+ years' experience in a healthcare customer service role or equivalent

Required Knowledge/Skills

• Knowledge of value-based healthcare transformation programs
• Proven success record with complex projects
• Ability to manage multiple projects and priorities
• Ability to use independent judgement and critical thinking effectively and consistently
• Solution-oriented mindset with proven problem-resolution capabilities
• Demonstrated relationship-building skills
• Must demonstrate ability to meet deadlines
• Customer Focus/Service Orientation
• Strong oral and written communication skills required
• Strong Microsoft Office skills

Preferred Experience

• Experience with Salesforce and strong documentation skills

Knowledge of provider practices, hospitals and healthcare technology concepts to support applications

Knowledge of healthcare quality registries, CMS Value-based Care programs and Health Information Exchange concepts

Final candidates will be subject to a background screening. Employment or continued employment is contingent upon NJII's acceptance of the results of the background screening.