• Senior Client Account Support - West Region

    Job Locations US
    Requisition ID
    Posted Date
    3 weeks ago(6/29/2018 12:13 PM)
    Client Service/Support
  • Overview



    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


    ***Western Region Touchworks Client Support***


    The primary responsibility of this role is to work closely/partner with the assigned Allscripts Outcomes Executive (AOE) to support western region Touchworks clients. Responsibilities include escalation management, assisting with demos, and working w/ project managers on active and future client projects.


    • Cultivate relationships with client users and executives, building credibility and trust
    • Serve as a single point of contact and resolution for the client. Aggressively manage escalated issues to resolution
    • Ensure necessary level of engagement of Allscripts’ resources, including support, services and management are executing in order to meet account performance objectives and client expectations.
    • Proactively communicate Allscripts products, services, educational opportunities and strategies
    • Drive customer satisfaction survey participation, scores with desire for client to be a reference site
    • Support ongoing relationship with clients in partnership with Sales Executive to include understanding, mapping and documentation of client strategy and business goals
    • Understand clients' business, how Allscripts' products can address, suggest additional products, inform Sales Executive of upsell opportunities
    • Understand the client’s strategic priorities and organizational goals, business objectives, challenges, and capabilities in order to develop a client-specific strategy and tactical delivery
    • Conduct periodic business reviews with client to review progress against defined goals and service delivery results
    • Promote attendance and active participation in Allscripts and industry events
    • Participate in select project oversight, ensuring the timely and successful delivery of our solutions according to client needs objectives
    • Ensure product and service delivery projects are on time and on budget
    • Maintain knowledge and status of all client escalated Support/Service level delivery issues
    • Use knowledge and experience of regulatory requirements to insure clients are aware of and have plans for their practice needs
    • Facilitate client contract and financial questions to resolution


    Academic and professional qualifications: 

    • Bachelors or graduate degree in Business, Finance, Healthcare Administration, or relevant work experience


    • Account management experience which includes managing escalations, interfacing with HCIT C-suite clients  
    • Project/customer management experience, i.e. support or implementation experience strongly preferred
    • Strong business acumen and relationship development skills
    • Ability to manage multiple projects, work independently, prioritize tasks and execute without significant oversight

    Travel requirements:

    • 25-50% travel required for client visits and other business travel

    Working arrangements:

    • Strong preference for western region location, due to client headquarters
    • May require after hours support
    • Remote, home office environment with responsibility for travel. Work hours will fluctuate based on responsibilities, time zones and client needs.


    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.


    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.


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