EM Data Institute Customer Service Manager




The position supports the Senior Director, EM (Emergency Medicine) Data Institute Data Science and Quality, to implement EM Data Institute customer service for the American College of Emergency Physicians’ (ACEP) customers. This leadership position provides implementation strategy and project management of the clinical data registry and related Quality projects to execute assigned deliverables that achieve department objectives. Other responsibilities include managing the accounts for key EM Data Institute customers, based on size and complexity.  Capably and proactively manages risks, solves problems, and directs all customers through successful implementation using mature judgement and project management expertise

Characteristic Duties and Responsibilities

  1. Executes all duties and responsibilities for EM Data Institute accounts as defined by Senior Director, EM Data Institute Data Science and Quality.

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

    2. Executes all decisions regarding the implementation and operation of EM Data Institute for the customer.

    3. Resolves issues and negotiates resolutions with EM Data Institute customers for optimal outcomes.

    4. Acts as the single point of contact for registry participants to address issues or concerns.

    5. Conducts online and/or in-person information sessions on behalf of EM Data Institute.

    6. 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.

    7. Leads efforts of EM Data Institute staff and Vendor staff to ensure timely completion of all customer inquiries and activities.

  2. Assists in the development and improvement of EM Data Institute implementation processes, tools, and personnel to implement a repeatable, scalable, and cost-effective life cycle. Responsible for implementation of the following:

    1. Reports status to executive leadership regarding strategic customer relationship goals based on achieving expected outcomes that meet ACEP business requirements, to include tracking plans, goal progress, and taking corrective actions.

    2. Reduces process timeline and resource demands.

    3. Ensures adoption of tracking and communication tools for all stakeholders in the customer service process.

    4. Assists in integration of project management tools for ACEP and partners.

    5. Manage and refine staff communication systems to facilitate the flow of information on projects, activities, and objectives.

    6. Produces project timelines that monitor milestones and arrange support activities to ensure achievement of objectives and deliverables for funded projects.

    7. Maintains a successful implementation knowledge library and training for internal and external stakeholders.

    8. Managing adoption and maintenance of KPIs and SLAs expertise for EM Data Institute customer services.

  3. Supports and cultivates customer relationships and retention through championing service excellence of the EM Data Institute Team.

    1. Provide oversight to all day-to-day operations of the clinical registry project implementation including customers, ACEP, and partner resources and activities and escalates to Senior Director, EM Data Institute Data Science and Quality as needed.

    2. Liaises among ACEP, potential and enrolled registry participants, including large group organizations, billing, and coding companies, EHR vendors, and funding agencies in conjunction with SVP of Quality, Director of EM Data Institute, and Quality team.

    3. Meets/ Exceeds EM Data Institute implementation, operational, financial, and customer experience goals as assigned each year.

  4. Is a Clinical Subject-Matter Expert (SME) on implementation of the EM Data Institute program. 

    1. Is the end-to-end clinical expert on onboarding, clinical systems and workflow analysis, Physician Education and ETL processes involved in EM Data Institute Data integration.

    2. Facilitates integration discussions among technical vendors, ACEP, and customers to resolve data issues.

    3. Creates clinical documentation to support integration approaches and techniques, that include data specifications and translation of data/file elements.

    4. Supervise all risk analysis, risk planning, and risk mitigation operation and escalate to Senior Director, EM Data Institute Data Science and Quality as needed.

  5. Provides management leadership to the Quality Department as assigned.

    1. Provides administrative management, outreach, and engagement for Emergency Departments that participate in ACEP’s clinical data registry and quality initiatives.

    2. Collaborates to develop new partnerships with hospital systems, large groups, funding agencies, researchers, billing, and coding companies.

    3. Provides administrative management for the planning and development of various meetings that are Registry, Quality related and others.

    4. Attends educational and business meetings, with some travel required.

    5. Collaborates with EM Data Institute/Quality leadership and other ACEP departments for ensuring compliance and success of ACEP’s Strategic plans and goals.

    6. Performs other duties as requested.

  6. May have access to “Personal Health Information” (PHI) and “Personally Identifiable Information” (PII) in the normal course of their duties. This role will require specialized training in the “Health Insurance Portability and Accountability Act of 1996” (HIPAA), which is a federal law that required the creation of national standards to protect sensitive patient health information from unauthorized disclosure. Personnel in these types of roles must have the highest integrity and respect for compliance with HIPAA standards, and failure to do so may result in disciplinary action.   

Relationships and Contacts

Reports to:

Senior Director, EM Data Institute Data Science and Quality

Internal Contacts:

ACEP staff members in Quality, Technical Services, Member Communications and Marketing, Educational Products, Educational Meetings, Grants and Corporate Development

External Contacts:

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

Required Education and Experience

  1. Master’s degree in healthcare, IT, Business or related field or equivalent experience.

  2. Minimum 7 years of project management and administration experience including planning, task organization, risk, cost, and change management, progress reporting, expense/budget monitoring, and interacting with internal /external stakeholders.

  3. Computer skills, including strong knowledge of Microsoft Word, Excel, PowerPoint, database management and query tools, and data aggregation techniques.

  4. Presentation skills, including creation and communicating executive briefings, developing technical documentation, and facilitating meetings for external stakeholders and technical teams.

  5. 10+ years’ experience in software implementations, system integration, and ETL processes.

  6. Strategic understanding of data ETL processes, data transformation and engineering techniques used in integration efforts, data validation analytics, database architecture, and SQL query tools.

  7. 7+ years’ personnel management experience.

  8. Strategic understanding of risk analysis, risk planning, and risk mitigation.

  9. Certification/knowledge of PMP, ITIL, Lean Six SIGMA, CMMI, or Agile preferred.

Other Desired Qualifications

  1. License to practice as a professional Nurse (LVN or RN) preferred or related experience in working with Emergency Departments and/ or physician practices, including understanding of clinical workflows.

  2. Work experience with health care subject-matter experts, physician organizations, billing and coding, or health policy.

  3. Project Management Professional (PMP) Certification and/or similar.

  4. Ability to handle full range of delegated tasks, work independently, exercise good judgement, and follow through with attention to detail and timeliness.

  5. Ability to adapt to shifting priorities and schedules.

  6. Ability to build, establish and maintain effective working relationships with all stakeholders.

  7. Excellent written and oral communications skills.

  8. Ability to model cooperative, tactful demeanor with ability to work under pressure.

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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