Carex’s partner is an enterprise mobile patient communication platform for major healthcare systems,. based in Chicago Supported by real-time integration with customer systems, their cloud-based platform delivers interactive communication solutions that increase patient engagement, access, convenience, and service recovery—and ultimately drive a superior patient experience, operational efficiencies and cost savings for their clients.
They are looking for an experienced Customer Success Manager who possesses a successful track record supporting software-as-a-service (SaaS) platforms for enterprise healthcare clients. This individual must have prior experience managing large enterprise clients through multi-year contracts with successful product renewals. This candidate should be able to bring forward creative approaches to solving problems for their previous clients and how they were able to reduce (or eliminate) customer churn.
What you’ll do:
- Serve as the primary relationship manager and “face” for our partner’s customers and provide white-glove treatment throughout their journey from contract signature through support, enabling long-term growth
- Understand their customers’ strategic vision, goals and KPIs, and ensure that the platform is aligned to meet or exceed expectations
- Challenge limiting beliefs around existing processes or tools to drive opportunities for expansion of the platform across the 25+ potential workflows on the platform
- Build and maintain a library of reusable content to assist in architecting expansion opportunities, through ROI estimates, workflow diagrams, product mockups and situation response guidelines
- Proactively address customer needs by monitoring system performance and presenting recommendations when issues need to be resolved
- Develop and support internal tools, templates, playbooks and processes to drive exceptional customer happiness and support teams navigating common events for clients while reducing internal resource needs
- Form strong cross-functional bonds with Sales, Implementation, and Engineering team members to deliver high quality deliverables for customers
- Manage and track all customer relationships tasks, stakeholder updates, enhancements, up-sells and support tickets using CRM tools
What you’ll bring:
- 4+ years of experience in an implementation, customer success, product or consulting role
- Ability to manage multiple customers at once, prioritize and execute a large number of tasks, and resolve issues quickly
- Skilled at listening and at sending clear, convincing, and well-tuned messages (both verbal and written)
- Experience providing high quality, visually appealing reporting packages to customers, which include key performance indicators, trends, risks and opportunities using tools like QuickSight, Tableau, Looker and Power BI
- Solid understanding of digital communication best practices and how to map out a customer journey that aligns with our partner’s solutions
- Coachable, hungry for feedback, and dedicated to continuous self-improvement
- Significant entrepreneurial drive, ability to create order from chaos, and willingness to roll up sleeves to directly solve challenging problems
- Dedication to remaining current with changes and advances in the healthcare industry
- Expertise with using SQL and/or BI tools for data querying and analysis
- Ability and willingness to travel up to 25% of the time when conditions return to normal
- Bachelor’s or Master’s degree or equivalent experience
- People management and team leadership experience
Helpful experiences and skills:
- Experience building relationships at the VP/C-Suite level and managing multiple client buyer/decision maker relationships
- Experienced in customer relationship management tools (e.g., periodic business reviews, maintenance reports, ROI tracking, issue/enhancement tracking, stakeholder matrix, backlog refinement, etc.)
- Familiarity with user-centered design and agile development principles
- Background in a healthcare-related field and/or experience working with electronic health record (EHR) systems
- Ability to build new processes and create structure
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Carex’s partner, based in Chicago, IL, is an enterprise mobile patient communication platform for major healthcare systems. Supported by real-time integration with customer systems, their cloud-based platform delivers interactive communication solutions that increase patient engagement, access, convenience, and service recovery—and ultimately drive a superior patient experience, operational efficiencies and cost savings for our clients.
What you’ll do:
- Provide top-notch white glove service to clients, supporting routine maintenance from requirement gathering to testing through deliverable creation and launch
- Manage and track all customer relationships tasks, stakeholder updates, enhancements requests and support tickets using CRM tools
- Develop and support internal tools, templates, methodology documents and processes to drive exceptional customer happiness while reducing internal resource needs
- Partner closely with Customer Success Managers to develop long-term trust and partnerships with client counterparts at all levels, serving as the “eyes and ears on the ground”
- Understand customers’ strategic vision, goals and KPIs, and ensure that our partner’s platform is aligned to meet or exceed expectations
- Challenge limiting beliefs around existing processes or tools to drive opportunities for expansion of the partner’s platform across the 25+ potential workflows on the platform
- Proactively address customer needs by monitoring system performance and presenting recommendations when issues need to be resolved
- Form strong cross-functional bonds with Sales, Implementation, and Engineering team members to deliver high quality deliverables for customers
- Offer creative solutions to client needs (both those brought by the client and those proactively anticipated based on other organizations); clearly articulate decision and timeline trade-offs
What you’ll bring:
- 2+ years of experience in technical support, account management or implementation role
- Organized, detail oriented and timeline driven, ability to prioritize competing work demands
- Ability to provide step-by-step technical help, both written and verbal
- Technical aptitude with interest in developing solid SQL and analytics skills
- Skilled at listening and excellent communication skills in verbal, written and presentation formats
- Keen attention to detail, self-motivated, coachable and service-oriented with a dedication to continuous self-improvement
- Ability to build new processes and create structure
- Strong social awareness and an outgoing, positive attitude
- Dedication to remaining current with changes and advances in the healthcare industry
- Ability and willingness to travel up to 25% of the time when conditions return to normal
- Bachelor’s or Master’s degree or equivalent experience
Helpful experiences and skills
- Experienced in customer relationship management tools (e.g., periodic business reviews, maintenance reports, ROI tracking, issue/enhancement tracking, stakeholder matrix, backlog refinement, etc.)
- Solid understanding of digital communication best practices and how to map out a customer journey that aligns with our partner’s solutions
- Experience providing high quality, visually appealing reporting packages to customers, which include key performance indicators, trends, risks and opportunities using tools like QuickSight, Tableau, Looker and Power BI
- Familiarity with user-centered design and agile development principles
- Background in a healthcare-related field and/or experience working with electronic health record (EHR) systems
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Position Summary:
Carex’s Chicago-based Healthtech partner is looking for a Product Delivery Lead with a solid foundation in software implementation and data integration. This individual must demonstrate the capabilities required to analyze, integrate, configure and support a complex, multi-step workflow solution at a large healthcare organization. To be successful in this role, the individual requires strong data analysis and critical thinking skills, as well as the ability understand and implement different methods of data exchange with hospital EHR systems. An ideal candidate for this position enjoys working in a fast-paced team environment, approaches problem-solving challenges independently, understands general data integration workflows, uses analytical skills to validate large sets of data, and has a passion for implementing quality software solutions.
What you’ll do:
- Work closely with implementation counterpart and Development team to understand client implementation data needs and integration strategy
- Compile detailed agendas for client meetings that cover important steps for data integration and validation
- Work directly with client IT stakeholders to facilitate data exchange between client and our partner
- Update and maintain partner-specific data specifications (HL7 and data extracts) with new client implementations
- Analyze how the data specifications impact product workflows during implementation
- Ability to make decisions on how data will flow from a in and out of systems
- Validate outbound data feeds (HL7 and data extracts) from the client using SQL queries and provide clear validation feedback to customer
- Build and maintain a strong knowledge of our partner’s software, data feeds, and database tables to effectively communicate data requirements
- Drive user acceptance testing (UAT) of our partner’s software by creating detailed test scripts, facilitating testing sessions with client resources, and responding quickly to issues that arise as a result of testing
- Anticipate customer needs and risk points ahead of time, provide manager with potential solutions to address needs or avoid risks
- Help improve our partner’s technology implementation methodology as a whole, and contribute to organizational objectives
- Eagerly learn about healthcare data, processes and EHR systems to become an expert at data integration and support
- Quickly resolve any client technical requests to continue to enhance our partner’s platform
What you'll bring:
- Bachelor’s or Master’s degree in Engineering, Data Science, CS, MIS, or a related field
- 2+ years of experience in an engineering, data analytics, or technical implementation role
- Experienced in data integration, data analytics, and software workflow design (e.g., using SQL server or equivalent to query large data sets, creating technical process flows, learning database tables, creating .json/.txt files.)
- Advanced understanding of data analytics, cloud-based software, data integration techniques, QA processes
- Ability to work on multiple projects at once, prioritize and execute a large number of tasks, and resolve issues quickly
- Comfortable with ambiguity and performing tasks autonomously without direct oversight or direction
- Experience working in team environment and collaborating cross-functionally
- Keen attention to detail, self-motivated, and quick learner
- Outgoing, positive attitude to take on new challenges
- Clear communication skills when presenting data validation findings
- Organized and process-driven mentality
- Coachable, hungry for feedback, and dedicated to continuous self-improvement
- Passionate about operating in spaces where healthcare, technology and innovation intersect
Preferred Qualifications:
- Experience working with real-time data integration or managing daily file intake processes for software solutions
- Experience using data validation tools
- General understanding of healthcare revenue cycle management (RCM), including patient access, registration/admission, and patient financial services
- Experience working with electronic health record (EHR) systems
- Experience creating detailed software process flows and documenting product requirements
- Solid understanding of workflow systems and their application to customer business process improvement
- Dedication to software technology and data analytics
- Experience creating visual reports from large data sets to drive business decisions
- Strong understanding of database table structures and updating database tables via SQL scripts
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Position Summary:
Carex’s Healthtech partner in Chicago is looking for an Implementation Lead with a solid foundation in software implementation and customer service. This individual must demonstrate the capabilities required to engage, plan, configure, implement and support a complex, multi-step workflow solution at a large healthcare organization. To be successful in this role, the individual requires strong client management skills, as well as the ability to collaborate with cross-functional teams to meet project milestones and deliver measurable performance outcomes. An ideal candidate for this position enjoys working in a fast-paced team environment, can approach problem-solving challenges independently, has a strong attention to detail, and a passion for improving the customer experience.
What you’ll do:
- Managing specific components of an enterprise implementation of our partner’s solutions, serving as one of the primary business contacts for clients and ensuring satisfaction
- Work directly with clients to document existing operational processes, and gather requirements needed to set product configurations for business rules, workflows, and patient messages
- Clearly present our partner’s recommended workflows and manage customer concerns as they arise
- Document and communicate project accomplishments, next steps, risks, and issues to client operations teams
- Compile detailed agendas for client meetings that cover important steps for the success of the project
- Build and maintain a strong knowledge of our partner’s solutions, processes & procedures, and healthcare domain
- Anticipate customer needs and risk points ahead of time, provide manager with potential solutions to address needs or avoid risks
- Help update and improve the technology implementation methodology as a whole, and contribute to our partner’s organizational objectives
- Confidence to take calculated risks or act boldly if you believe it will benefit the customer or company
- Manage and track all project tasks in the project plan using project management tools
What you’ll bring:
- Bachelor’s or Master’s degree in Business, Finance, MIS, or a related field
- 2+ years of experience in an implementation, customer success/service, or operational consulting role
- Experienced in project management (e.g., lead meetings, draft status reports, develop/manage project plans, track issues, identify risks, develop/monitor resource plans, etc.)
- General understanding of data analytics, cloud-based software, data integration techniques, QA processes
- Ability to work on multiple projects at once, prioritize and execute a large number of tasks, and resolve issues quickly
- Comfortable with ambiguity and performing tasks autonomously without direct oversight or direction
- Experience building and managing client relationships
- Keen attention to detail, self-motivated, and service-oriented
- Strong social awareness and an outgoing, positive attitude
- Skilled at listening and sending clear, convincing, and well-tuned messages (both verbal and written)
- Coachable, hungry for feedback, and dedicated to continuous self-improvement
- Passionate about operating in spaces where healthcare, technology and innovation intersect
- Ability and willingness to travel up to 25% of the time
- Experience working in customer service/customer support, responding to customer complaints in a timely, professional and productive manner
- General understanding of healthcare revenue cycle management (RCM), including patient access, registration/admission, and patient financial services
- Experience working with electronic health record (EHR) systems
- Experience conducting operational assessments, including reviewing current operations and conducting key interviews with client stakeholders
- Solid understanding of workflow systems and their application to customer business process improvement
- Dedication to remaining current with changes and advances in the healthcare industry
- Familiarity with data visualization and analytics tools (i.e. Tableau, PowerBI)
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Update 9/14: this role is still open and they are still seeking candidates.
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Carex's Chicago-based partner is a growing healthcare technology player looking to grow it's high-performing team. They are hiring a Full-Stack Software Developer with a front-end emphasis.
What you'll do:
- Primary responsibility for website application development
- Participate in Product meetings, bring a development voice to the table
- Use your front-end development skills to bring existing and new products to life
What you'll bring:
- 2-5 years proven experience with React, JavaScript, Java, and MySQL
- High energy and a hunger to learn and grow
- Exceptional communication skills
- Confidence to speak up and contribute to product discussions
- Healthcare IT experience is a big plus
Remote work is ok for now, but successful remote candidate will need to relocate to Chicago at some point.
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