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CEDR Account Manager

DEPARTMENT

Quality
BASIC FUNCTION

Independently manages the accounts for 30-60 CEDR customers, based on size and complexity.  Capably and proactively manages risks, solve problems, and directs all customers through successful implementation using mature judgement and project management expertise. Cooperative, tactful approach to work under pressure in a fast-paced, rapidly changing environment.  Executes end to end implementation and ongoing support activities, for onboarding new groups and supporting existing customers to deliver excellence and resolve issues related to the Clinical Emergency Data Registry.

Characteristic Duties and Responsibilities

  1. Creates and maintains strong, effective relationships between ACEP and CEDR customer leadership and staff for responsible accounts. Builds trust and confidence with hospital and provider group physicians and CxO leadership.

  2. Manages all aspects of new group onboarding process – from application to contracting. Provide continuous leadership for the technical implementation phase and the onboarding process.

  3. Makes all decisions regarding the implementation and operation of CEDR for the customer.

  4. Resolves issues and negotiates resolutions with CEDR customers for optimal outcomes.

  5. Acts as the single point of contact for Emergency Management groups to address issues or concerns.

  6. Responds to requests from new groups interested in CEDR.

  7. Conducts online and/or in-person information sessions on behalf of CEDR.

  8. Handles data entry to update ACEP and vendor systems that monitor the group’s progress during onboarding; Lead in risk management/issue escalation, and coordinate communication to all stakeholders.

  9. Leads efforts of CEDR staff and Vendor staff to ensure timely completion of all customer inquiries and activities.

  10. Engages CEDR Operations Manager and ACEP quality team and leadership as needed to understand relevant quality programs. Escalate inquiries related to quality reporting and CMS requirements.

  11. Collaborates with colleagues on continuous improvement initiatives for operating processes.

  12. Participates in various CEDR projects and activities to provide account management input to vendor and in-house IT team to integrate and interface with various portals, dashboards, reporting tools, CRM, and membership systems.

  13. Tracks progress of CEDR onboarding and priorities, activities, and work plans; provide regular status updates.

  14. In conjunction with the CEDR Operations Manager, Digital Products and Services, Quality AED and ACEP committee and physician leaders, supports development and implementation of customer services continuous improvement plans, including, development and delivery of customer satisfaction surveys.

  15. Supports relevant committees, sections, and task forces as assigned.

  16. Builds relationships with internal and external stakeholders.

  17. Attends educational and business meetings as assigned, with some travel required.

  18. Performs other duties as assigned.

  19. Uses innovative thought leadership to improve ETL processes, data acquisition practices, data quality gap analysis and resolution, process automation, and overall program success.

Relationships and Contacts

Reports to:

Director, CEDR Implementation and Product Innovation

Internal Contacts:

ACEP staff members in Quality, Policy, Public Affairs, Membership, Educational Meetings, Educational Products, Emergency Medicine Practice, Grants Development, and Technology Services

External Contacts:

Quality and Performance Committee, Registry Committee, Quality Measures, Technical Expert Panel, Quality Improvement and Patient Safety Section, Emergency Medicine Informatics Section, ACEP members, medical society staff, vendor and service providers

Required Education and Experience

  1. Master’s degree preferred in health services, statistics, biostatistics, epidemiology, public health, health policy or a related field with 5–7 years of progressive experience in an account management role related to clinical information services. Bachelor’s degree required. Relevant experience could substitute for master’s degree education requirements. PMP preferred.

  2. 5 years experience in healthcare software implementation including project tracking, task coordination, customer communication, and issue resolution.

  3. Knowledge of clinical healthcare data analysis techniques and data acquisition methods.

  4. 5 years experience in clinical data systems such as Electronic Health Records, Health Information Systems, or similar clinical information systems.

  5. 5 years experience in tracking and reporting project status including progress reporting, risk analysis, and issue management.

  6. Strong interpersonal skills to build effective customer relationships.

  7. Proficiency with computers, Microsoft Office (Word, PowerPoint, and Excel) and enterprise application systems (training for using ACEP systems will be provided).

  8. Experience to execute multiple priorities with internal and external stakeholders.

  9. Self-motivated, energetic, dependable, responsible, and resourceful.

  10. Ability to handle full range of delegated tasks, work independently, exercise good judgement, prioritize tasks, ability to adapt to shifting priorities and schedules, display strong personal initiative, and follow through in all areas assigned with attention to detail and timeliness.

  11. Ability to build, establish and maintain effective working relationships with all internal and external stakeholders.

  12. Effectively communicate (oral and written) and serve as an effective coach for team and customer. Expertise in leading front-end and back-end processes of CEDR for seamless customer-focused outcome for exemplary team and customer experience.

  13. Some travel required.

We are an equal opportunity and E-Verify employer who offers a competitive salary, an excellent benefits package, a retirement plan and more.

If you have questions regarding this position or would like to submit your resume, please contact us.

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