RedCard
  • 13-Mar-2017 to 31-Dec-2021 (CST)
  • Client Services
  • St. Louis, MO, USA
  • Full Time

Summary of Position: 

The Technical Account Manager serves as the primary point of contact for RedCard clients who have already been implemented for processing of enrollment. This position will assist clients with the successful processing of RedCard services ID Card printing and any additional enrollment materials printing.  Must be able to analyze requirements on strategic client issues and manage fairly complex requests and projects. Responsibilities for this position include day-to-day functions of account management and customer service, as well as providing technical support on client data issues.

 

Duties & Responsibilities Technical Account Manager:

  • Maintain the highest level of customer service and client satisfaction on multiple accounts by demonstrating general healthcare industry knowledge and RedCard product expertise
  • Resolve client issues through clear and timely problem definition, evaluating output and data formats, and coordinating the efforts of client services, technical support, network operations, software development, sales and executive leadership
  • Collaborate with software developers, quality assurance, and production support teams to provide technical direction on design, development, testing and deployment
  • Train clients to perform self-service program administration
  • Analyze data to identify barriers and define solutions
  • Understand: healthcare enrollment as well as data and how it translates to produce client materials
  • Understand RedCard's product offerings and be able to explain them to the client, and be able to understand the basic application interdependencies and data interfaces
  • Apply technology and RedCard product knowledge to address client needs
  • Be responsible point person to support all change controls and related activities, ensuring all processes are followed and facilitating prompt scheduling and timely completion.
  • Proactively manage, measure, and track customer support tickets to ensure their timely resolution.
  • Analyze and define client custom reporting requirements.
  • Establish and execute project plans to ensure client requests are being designed, scheduled and implemented in accordance with defined due dates
  • Keep Director informed of activities, alerting of any issues promptly
  • Perform customization of the ID Cards
  • Follows established HIPAA, Compliance & Security policies

 

Professional and Interpersonal Skills:

  • Client/Customer Focus Makes customers and their needs a primary focus of one's actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.
  • Communication Communicates accurately, honestly and effectively, both in oral and written form. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.
  • Team Success Actively participates as a member of a team to move the team toward the completion of goals.
  • Problem Analysis & Solving Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment. Strong analytical skills, ability to multi-task and deliver under pressure.
  • Initiative Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes above and beyond.
  • Planning and Organizing Establishes courses of action for self and others to ensure that work is completed efficiently. Able to prioritize, determine tasks, create schedules, leverage resources and stays focused.
  • Living the Vision and Values Keeps the company's vision and values at the forefront of decision-making and action.

 

Education and Experience:

  • BS or BA degree preferred, Computer Science or technical degree a plus
  • 2-3 years in Healthcare Industry experience a plus
  • Previous client facing experience required
  • Proficiency with computer and applicable software packages, including Microsoft Office products and JIRA
  • Advanced data skills including ability to use text editors
  • Understand and utilize web based applications for project management and client business to business applications

 

Physical Factors:

  • Occasional travel required
  • Work long hours and flexible schedule when needed
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