Description The Client Services Manager will provide direction for a group of remote employees providing technical support to a healthcare provider in the Northeast U.S. Duties are as follows: •Manage the day-to-day activities of the outsourcing technical support agreement. •Operate within defined profit margins. •Provide leadership to geographically dispersed staff. •Provide consulting support on best practices to client. •Create a “trusted advisor” relationship with client, while handling complex technical and political situations. •Supervise and provide assistance and guidance for decisions needed to accomplish all the work tasks within the client's engagement. •Advise and escalate to CTG management all issues which impact the ability to meet client or CTG business objectives. •Recommend changes in operations documentation/procedures to facilitate improved operation of the delivery of engagement objectives. •Maintain a customer-centric focus when performing the role. •Manage planning, execution, and completion of the engagement within required budget and timeframe and to the customer’s complete satisfaction as measured by CTG’s engagement process. •Communicate engagement objectives internally and to the client to include both overall engagement goals and specific employee objectives. •Use effective problem solving skills by focusing on problems and ensuring that solutions and/or deliverables conform to client specifications. •Complete assigned functions as stated in the engagement proposal or other statements of work without direct supervision. •Manage the customer relationship by clarifying customer expectations. •Promote and implement internal strategies to meet agreed-upon service levels and deliverable expectations. •Submit internal status reports on time and as required. •Prepare presentations and participate in service quality assessments and quarterly engagement review meetings. •Manage scheduling and completion of approved work activities of multiple teams. •Ensure the support team adheres to the customer change control process and adheres to all customer standards, policies, and procedures. •Actively monitor and evaluate staff capability and future requirements. •Fulfill the requirements of the CTG Human Resources process for all employees within the span of control for the position.
Requirements: • Expertise in one or more healthcare vendor clinical and/or financial solutions • Experience managing remote support in a consulting environment • Understanding of Meaningful Use and ICD-10 • Background in project management and planning for diverse technical initiatives • Technical team leadership background • Experience developing support programs that that add value, reduce inefficiencies and stabilize technical environments for clinical enterprise applications • Strong service-oriented mindset and excellent communications skills • Recent experience working in multiple environments focused on process improvement and quality programs • Health provider information technology support experience required • Mid-level management experience preferred • Minimum of ten years of experience in leading IT support teams in a healthcare provider environment • Bachelor’s degree preferred