Job Description

The Account Manager works in conjunction with the Sales Manager and the entire product team to implement the Glide Health Product. The Account Manager is the key technical resource during the implementation phase and is responsible for successful set-up, testing, and custom programming prior to and during go-live. This is a key role in establishing client satisfaction. Responsible for performing the installation, servicing, and repair of complex systems. Checks out and approves the operational quality of the system. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. This position will be responsible for implementation, customer support, management of customer onboarding, adoption, and training concerning the Glide Health product, as well as being responsible for overall accurate record keeping, trend analysis, and statistical information development.Key ResponsibilitiesGlide Health Implementation & ConnectivityPerform/Track Customer Implementation, complete customer onboarding to the Glide Health product, and maintain practice data connection.Responsible for timely communication with internal and external customers to achieve on-time deliveries. Analyzes Glide Health data and manages Micro Strategy reports and provides ongoing training.Coordinates the onboarding and termination of practices using Glide HealthTracking, monitoring, and reconnecting practices that have lost data feedsIs responsible for implementing and supporting applications and/or hardware for one or more products or areasConsults with customer on implementation requirementsWorks on projects that often involve network, server, or software implementation and upgradesProvides implementation support such as installation, calibration, testing, troubleshooting, documentation, and trainingProvides analytic support throughout the implementation process to ensure a successful link to business objectives/goalsProvide ongoing customer supportGlide Health TrainingAssist with analytics and create assessments to support quarterly business reviews QBR.Responsible for the delivery of self-contained education products.Train practices on the Glide Health productMaintain Product Go LivesGlide Health Customer SupportSets up and assists in the ongoing maintenance of Revenue Cycle system configurations, but not limited to procedure codes, diagnosis codes, insurance/payor files, pricing plans, and fee schedules.Provides support to customers in diagnosing, troubleshooting, and resolving product-related issues. Guides product features, configuration, and implementation options. Gathers information and reports on design, reliability, and maintenance problems and bugs. Validates that the revenue cycle products work as designed.Glide Health Product SupportHelps gather customer feedback, business requirements & rules, functional requirements, workflows, dependencies (functional, system), roles, and responsibilities.Responsible for updating and managing the content with Glide Health training materials.Minimum RequirementDegree or equivalent experience. Typically requires 4+ years of professional experience.EducationBachelor's of Science or equivalent experience required.General AbilitiesAbility to independently seek out changes in payer guidelines, including fee schedule acceptance, testing reimbursement trends, historic reports, and data as needed.Maintains strict confidentiality of patient and financial information in assigned area of responsibility and understands applicable laws and regulations as they relate to assigned responsibilities.Undertake and lead special projects as requested by the Manager.Critical Skills1 – 3 years of experience in IT Project Management with a minimum of 2 years in Software Implementation Project Management in a healthcare environment, with familiarity with claims processing and remit processing.2 + years of revenue cycle management experience in healthcare and oncology.Healthcare IT experienceExperience in software implementation project management, including conflict resolution, resource allocation, and prioritization.Customer Service and Training Experience Proficiency in JIRA, Outlook, Excel, Word, and PowerPointBusiness ExperiencePreferred experience with practice management systems, managed care, or finance, billing, collections, and payor relations.Additional SkillsRequires detail-oriented ability to multi-task, collaborative, customer-focused and able to create visible value to the productAbility to act as an interface for business users, technology, and support teamsStrong written and oral communication skillsDemonstrated experience managing highly visible strategic and demanding customers, and must be resilient.Demonstrated ability to manage multiple concurrent projects with significant visibility to the client executive teams.Strong foundation in project management principles, processes, and methodology.Must have strong and effective communication and presentation skills for effective communication and presentation skills for external client-facing as well as internal communications.Maintains strict confidentiality of patient and financial information in assigned area of responsibility and understands applicable laws and regulations as they relate to assigned responsibilities.Working ConditionsEnvironment (Office, Remote)Traditional office environment. Required Travel 25%Physical Requirements (Lifting, standing, etc.)A large percentage of time performing computer-based work is requiredCandidates must be authorized to work in USA. Sponsorship is not available for this role.

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