Client Services – Regional Client Services Associate

The Client Services team is responsible for working with client staff to ensure that Emmi products are effectively deployed and utilized.  By doing so successfully, we hope to provide all patients and their families the opportunity to interact with Emmi programs, and help them become more active participants in their care, and help our clients recognize value and improved outcomes as a result. 

Responsibilities

As a member of the team, the Regional Client Services Associate is a key contributor within a multi-functional team to drive Emmi’s success at client sites. Regional Client Services Associates deploy Emmi’s product solutions that have been aligned with clients’ strategic goals and initiatives. They execute on the approach, deployment, and performance optimization within their assigned clients under the direction of their management.

Client Relationship Management

• Maintain the health and well-being of assigned accounts, effectively managing client expectations, to ensure success and renewal.
• Establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances.
• Act and communicate professionally as a representative of the Emmi organization.
• Respond quickly and appropriately to client questions, needs and requests or coordinating resources to meet those needs.
• Present findings both internally and externally to win support for process and performance improvement plans related to client success.
• Work with clients to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain client support.

Project Planning, Execution, and Optimization

• Work collaboratively with a regionally focused Client Services team to implement assigned clients, executing client project plans, and assisting in the prioritization of account activities.
• Understand client needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals.
• Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities, to proactively adjust plans with client project leads to allow for proper execution of Emmi deployment.
• Seek input to create and prioritize plans effectively.
• Report on progress and effectiveness of plans to Account Managers.

Support

• Act as the back-up for Client Services Associates and provide high caliber end user support for clients and consumers on Emmi products, escalating issues within Emmi appropriately.  
• Provide recommendations/consultation to management on areas for departmental process improvement related to support functions.

Competencies

All team members share a core set of competencies throughout the Client Services department.

• Customer Service: Provide the highest level of client service and support through establishing and maintaining positive, collaborative relationships with clients.
• Communication: Communicate openly and directly with clarity and conviction. Listen to others in order to develop relationships, make decisions and solve problems. Prepare clear, well-organized communications using simple and professional language, adapting content and level of detail to meet other people’s needs.
• Judgment: Analyze issues and make critical decisions. Manage both internal and external client situations by analyzing risks and issues. Diagnose root causes of those challenges, gather and integrate critical information for analysis and detect flaws in reasoning or approaches. Validate escalation needs and escalate issues as appropriate.
• Teamwork: Work collaboratively and constructively with team members, supporting a positive environment across departments and team functions treating others with respect and kindness. Give direct and constructive feedback to team members always focused on how we can collectively improve client or team performance. Act as a mentor to other team members and set an example for creative thinking/problem-solving, cooperation, accountability and execution. Seek success and challenge team members to do the same.

Success in this role requires not only effective performance in the core competencies and defined above, but also the competency of Service and Loyalty related to the support responsibilities including:

• Service and Loyalty: Demonstrate Service and Loyalty by ensuring exceptional customer experience, providing value for the customer and understanding their requirements, expectations and needs. Speak with enthusiasm and expressiveness. Provide value and seek feedback with every client interaction. Deliver on patient and client commitments and strive to recover from mistakes.

Requirements

Specific job requirements are outlined within the Responsibilities section above. In addition the following job requirements would apply for the position:

• Bachelor’s Degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended.
• Up to 2 years of experience within a healthcare environment preferred.
• Understanding of clinical environments and workflows preferred.
• Experience managing projects within a clinical environment preferred.
• Strong oral and written communications skills.

Emmi is an EEO/AA/Disability/Vets Employer