RevSpring, Inc. - Phoenix, AZ

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ROLE SUMMARY: The key coordinator between customer, programming and production. The Account Manager is the first point of contact for our customer and is responsible for customer implementation, change requests and all aspects of providing emphatically great service. PRIMARY / ESSENTIAL ROLE DUTIES: Understands customer business rules, requirements and effectively translates those to the production and programming teams. Regularly seeks customer feedback, manage customer expectations and resolves issues and customer problems Manages day to day efforts of the customer implementation process, i.e. file transfers, test file instruction and receipt, client line of business, document design, data file requirements, proof approvals, WebView process, etc. to ensure a timely go-to-live date Serves as the primary point of contact and communication between the customer and programming and production teams Offers and quotes additional services Coordinates ordering, billing and implementation of special requirements Monitors customer files Other duties and special projects as assigned CHARACTERISTIC REQUIREMENTS: - Position requires sight and hearing for telephone and computer use - Demonstrates a strong working knowledge of all aspects necessary to ensure that team functions are performed effectively- Seeks out opportunities to expand related knowledge and skills through formal and/or informal education- Actively looks for opportunities to improve processes and shares these ideas with the team- Effectively shares knowledge and information with others CULTURE OF COLLABORATION- Communicates in a strong, positive and effective manner both verbally and non-verbally- Consistently demonstrates honesty, integrity and respect for others, role modeling this behavior for others- Demonstrates the behaviors of an effective leader: Y Shares knowledge, information and ideas and encourages others to do so as wellY Encourages others opinions and perspectivesY Seeks input from othersY Willing to compromise to ensure an optimal solution for clients and team - Establishes and maintains effective relationships with RevSpring employees and customersY Offers assistance and supportY Keeps commitments and follows-through on promises ACCOUNTABILITY- Demonstrates a high level of personal accountability: Y Completes assigned work within acceptable quality standards and established timeframesY Adheres to established policies, procedures, standards, guidelines and regulations and interprets these for team membersY Receives and provides constructive feedback and integrates to improve personal and organizational performanceY Utilizes time effectively, ensuring that all work hours are used for work-related activities.- Safeguards organizational resources by: Y Utilizing resources such as time, equipment, supplies and people appropriately and effectivelyY Helps others to understand the financial impact of decisionsY Identifies ways to increase efficiency and lower costs, and facilitates this feedback from team membersY Recognizes the importance of each employees role in the success of the organization and works to support it- Makes decisions based on appropriate and available data- Understanding that information and expertise are key to the success of RevSpring, works judiciously to protect confidential information and to share expertise with others
PHYSICAL REQUIREMENTSAbility to see, speak and hear for extensive telephone and computer use. Light lifting, sitting for long periods of time. EDUCATION and/or EXPERIENCE QUALIFICATIONS Requirements: High School Diploma Three plus years experience in a customer service role Exceptional written and verbal communication skills Must be detail oriented, possess excellent follow through skills, and have the ability to work together to solve problems Outstanding work ethic Excellent organizational skills Technical expertise and aptitude with web-based applications Outstanding listening skills Ability to develop relationships with customers with a can-do and happy disposition Demonstrated success in teaming and leading a process to conclusion Preferences: Associates or Bachelors degree 5+ years in a customer service function for a large facility with experience in one or more of the following areas: Communications, Client Services/Account Management, Patient Financial Services Operations or Account Receivables Management reporting, Project Management Knowledge of CRM