Job Summary
This position will be the customer focal point for installation of Outcomes products and services.
Your duties include working closely with customers to successfully implement services on our solutions- both new and those expanding their service offerings. Your specific duties include working with the customer from welcome call through successful launch. It is of paramount importance to represent the organization in a professional manner to the customer, maintain patience, possess a positive attitude and have a strong aptitude for communicating with the end user. There may be travel to support on-site go-live operations.
Essential Duties & Responsibilities
- Perform remote and on-site system installation and configuration. There may be occasional pre-planned overtime to support cutover tasks, including 8am ET cutover calls.
- Responsible for pre-installation calls with customers to review the installation process, gather requirements, and set expectations to the customer.
- Ensures all necessary information is received for installations prior to go-live, to include pre-install conference calls (Communicates with Project Manager as needed)
- Perform configuration and setup of Outcomes products, including collaborating with both internal associates and outside vendors.
- Perform pre go-live testing to ensure a smooth transition to our products.
- Lead go-live calls with customers to activate our products.
- Perform troubleshooting to investigate any difficulties during the go-live process.
- Be available as a responsive resource to Outcomes customers and support, post system installation completion.
- Complete and submit customer-specific support documentation post-install within given timeframe as well as expense reports.
- Provide feedback and opportunities for improvement of the implementation process.
- Other duties as assigned.
Knowledge & Requirements
- Ability to communicate effectively with both customers and fellow team members
- Demonstrate ability to perform assigned duty in a positive and calm manner, while under stressful situations
- Ability to work on concurrent projects simultaneously with competing timelines
- Positive presence and willingness to help others
- Strong work ethic
- Independently Driven
- Problem Solver
- Able to visualize a problem or situation and think abstractly to solve it
- Team oriented
- US citizen
- Valid driver’s license and clean driving record
Education & Experience Requirements
- Minimum years of work experience: 2 years in Customer Service-related experience within healthcare field
- Previous implementation experience a plus
- Telecommunications/IT knowledge a plus
- Minimum level of education or education/experience: Bachelors or equivalent work experience
