• Director Healthgrid Client Programs (Orlando Based)

    Job Locations US-FL-Orlando | US-TX-Dallas | US-GA-Atlanta | US-FL-Miami
    Requisition ID
    Posted Date
    1 month ago(1 month ago)
    Client Service/Support
  • Overview



    Welcome to Allscripts HealthGrid! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver worldclass 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.


     ***Director Allscripts/HealthGrid Client Programs (Orlando Based)***


    The purpose of this role is to develop a connected community of satisfied, delighted clients by providing overall executive oversight and execution accountability for Account Management, Support (L1) & Training departments for Allscripts product line(s) and/or businesses. This associate will manage and oversee specific Allscripts division’s clients and will liaison with all other division departments.


    Account Management: drive customer satisfaction, achieve measurable ROI, drive additional sales, improve the client experience (focus on KLAS, VOC and Retention) and improve key operational elements through partnership with appropriate areas


    Training: internally and externally ensure employees and customers have a high degree of understanding of the products and deliver necessary training to not only facilitate normal product knowledge sharing but ensure this knowledge sharing also conveys the business/clinical value


    Support (L1): build, maintain and improve a high-quality support service to ensure customer satisfaction is at a level that the customer will act as a sales reference site


    Financial Responsibilities: Manage all client experience through strategic programs (account management / training), issue management, (support) and quality improvement initiatives (account management / training).

    Team Budget:

    • Management of Team Expenses
    • Introduce ways to create corporate savings

    Client Revenue (account management):

    • Sales targets ITB and OTB – working directly with Sales
    • Referencability targets
    • A/R targets – working directly with Sales

    Our Values

    Client Focus: Clients are Always First

    Leadership: Inspire, Motivate, Communicate

    Energy: Go!

    Aspire: Think Different… Think BIG

    Results: Say. Do.



    • Focal Point for the appropriate escalation of any issues raised from the top down or bottom up if a client is no longer in implementation. In this escalation capacity, will oversee and often times directly work with the client and any departments to address and resolve the issues reported. If no clear resolution is available, options and workarounds will be proposed.
    • Responsible for overall client satisfaction as measured by reference activity
    • Ensure appropriate, regular communication pathways will be established between the Client and Allscripts. This may include participation in weekly meetings, Executive Status Reviews and/or Executive Steering Committee Meetings
    • Ensure Allscripts delivers on expected (committed) results for the client(s)
    • Proactively engage Allscripts executive management with clear direction on escalated client situations that require Executive level decision
    • Responsible for maintaining Client executive relationships. Provide regular, frequent interaction & keep abreast of client’s views by visiting customer sites and supporting as an executive sponsor
    • Manage the on-line client community and support consistent and standard client communication and response time. Manage the system and operations to ensure that a majority of clients are enrolled and active within the on-line community. Support the Allscripts teams that are actively participating in community.
    • Create team spirit
    • Regularly communicate on company news and team progress against business plan
    • Identify opportunities for add-on sales

    Account Management

    • Collaborate closely with the sales representatives, driving the strategy to our business development plans for the client(s)
    • Will have a clear understanding of the terms and conditions of the agreements for their client(s) and insure that all are executed
    • This role is ultimately responsible for ensuring delivery against all contractual obligations
    • Lead and Direct common Account Management process and tools
    • Build exceptional Account Management team, proficient on portfolio of solutions
    • Partner with Client Sales and identify opportunities to achieve sales targets for each client
    • Focus on improvement on Client Experience through KLAS and Retention programs
    • Improve key operational elements by partnership with appropriate areas – Support, Finance, Services, etc.
    • Build and cultivate relationships with internal and external client groups
    • Maintain favorable client relationships by developing joint strategic plans
    • Manage Premier/Strategic Account Program
    • Personal Executive Account Manager for 2-3 top strategic accounts
    • Deliver Monthly/Quarterly Executive Account Management Report Cards internally, and as applicable externally
    • Channel Client feedback and common themes to cross-functional departments to further improve the client experience
    • Create, analyze, and report on customer satisfaction surveys and user groups. Provide executive level reporting and dashboard to help overview on the client status and competitive risk factors 


    • Ensure our on-going client support model is effective and provides appropriate results
    • Direct the definition and execution for all technical support functions across product lines and technologies
    • Managing Technical Support Managers ensuring efficient, high quality processes, ensuring adequate response times and quality for service and product delivery
    • Improve productivity of support through process improvement, training and talent management
    • Work with Finance, Service Managers & Regional Support Managers, to remove barriers
    • Develop, implement and enforce common working procedures across all assigned support teams to ensure consistent customer service levels
    • Leverage current technology solutions to gain maximum efficiency of Support processes and keep abreast of emerging technologies to incorporate when appropriate
    • Provision and maintain Support Lab, providing access and relevant tools for Support teams


    • Ensure new employees in division are adequately trained on product(s)
    • Develop and execute training plans for the design and development of Instructor-led and Web-Based training courses
    • Plan, organize and manage the staff and activities in support of development, implementation and evaluation of training programs
    • Oversee and approve project curriculum of training materials, instructor guides, reference guides and job aides.
    • Understand workflow, policy and procedure changes related to software implementation and incorporate into training 
    • Manage the development and maintenance of the training database
    • Provide on-site support during activations
    • Partner with business owners to understand needs and assist in collecting, documenting and analyzing business requirements and establish new teaching strategies to meet end-user needs
    • Compile and use related material and supportive documents to enhance teaching sessions
    • Conduct literature searches, analyzes and summarizes relevant materials, and maintains a reference library of related materials that could enhance training opportunities
    • Research outcomes of training and report findings to demonstrate program effectiveness and satisfaction. 
    • Manage training space, technology, materials and supplies


    • Identify and recruit internal/external talents to ensure effective mix of competencies
    • Induct new joiners in order to quickly maximize performance
    • Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
    • Allocate work load to fully utilize every employee’s talent
    • Implement development plans and coach for individuals to reach their maximum talent
    • Provide regular constructive feedback on performance/development and address poor/mediocre performance in a timely manner
    • Recognize high performers to maintain motivation and retain key talent
    • Regularly communicate on company news and team progress against business plan
    • Create team spirit / camaraderie
    • Provide team access to tools and education that enhance their ability to succeed




    Academic and professional qualifications

    • Bachelors Degree required. Advanced degree highly desirable


    • 15+ years of healthcare consulting / healthcare IT experience (or applicable work experience)
    • Minimum 10 years healthcare experience including the implementation of clinical documentation and like technology solutions for physician practices
    • Strong working knowledge of healthcare regulatory requirements
    • Understanding of IT projects, budgeting, and other related processes within healthcare institutions
    • Strong written, oral, and presentation skills for audience appropriate delivery (i.e. executive, clinician, project team levels)
    • Exemplary communication skills (timely, thorough, audience-appropriate) at all levels of the organization from C-level executives to project level resources
    • Ability to manage multiple complex and changing initiatives happening concurrently within the organization
    • Experience in creating and communicating value propositions with sales, clients and delivery teams
    • Strongly prefer Allscripts enterprise application and/or implementation experience
    • Track record of providing consistently excellent customer service
    • Ability to work effectively and independently within a matrix organization

    Travel requirements

    • As business needs dictate; up to 50% travel  

    Working arrangements

    • Work is performed in a normal office setting with minimal exposure to health or safety hazards
    • Substantial time is spent working on a computer


    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 comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.


    Allscripts policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.


    From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans




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