Company :HM Health SolutionsJob Description : 

JOB SUMMARY

This job interacts with clients, consulting, vendors, third parties, and the client account team to collaboratively resolve escalated issues. The incumbent is responsible for effective consulting, negotiation, and problem solving to ensure a quality customer experience as well as work flow.  Manages escalations, disputes, re-prioritization, and crises.  Works collaboratively with internal teams in coordination with external client to execute change management, optimizations, enhancements, and performance reporting.

ESSENTIAL RESPONSIBILITIES

Manage escalations by leading and summarizing discussions to explain and build understanding.  Provide solutions and options, manage emotions, and act as the bridge between the customer and remediation team.  Coordinate service delivery issue resolution and prioritize issues affecting services to the Client.Serve as the subject matter expert to problem solve in order to resolve business disruption.  Provide expert consultation on applications and multiple, cross-platform, highly visible issues.  Present and communicate strategies and solutions to leadership and the Client. Negotiate work request disputes utilizing knowledge of the system specifications and requested changes.  Provide insights to the Client about the Organization's position.  Help the client understand the difference between a defect and an enhancement and set expectations for resolution.Lead the schedule portfolio conversations when a Client wants to accelerate a schedule. Negotiate trade-offs to re-balance the schedule, as needed.  Monitor releases for the client. Organize communication around the releases as needed.Seek to streamline and simplify opportunities to reduce the number of interactions and the number of duplicate, unneeded, or unknown customer reports/artifacts.Facilitate expediting customer responses to informational work requests.Other duties as assigned or requested

QUALIFICATIONS

Required

Bachelor's Degree in Business Administration/Management, Information Technology, Information Systems or related field or 6 years of relevant, progressive experience in lieu7 - 10 years in Project Management, Client Management, Consulting, IS/IT, Escalation, Dispute, and/or Crisis Management or Change Management

Preferred

Solid understanding of the clinical IT work environment is very helpful

KEY SKILLS

NegotiationConsensus BuildingDifficult ConversationsCreative Problem SolvingCommunication SkillsPresentation SkillsVendor ManagementCustomer Service

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. 

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

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