Client Success Manager (MAPS)

Office Ally

3d•$65,000 - $70,000

About The Position

This position is responsible for advocating for clients and collaborating with internal departments to ensure their needs are understood and met. The account manager plays a crucial role in client training, support, and maintenance deliverable testing to provide the best overall client experience. This position reports to and works collaboratively with the Self Pay solutions team.

Requirements

3+ years supporting healthcare software, client accounts, implementations, or related healthcare operations, with direct responsibility for addressing client needs.
Demonstrated success translating client requests and business needs into clear, detailed, actionable documentation for technical and development teams.
Skilled in client-facing software support, including troubleshooting issues, managing escalations, and guiding customers through solutions.
Proficient in delivering customer training and developing user manuals, training materials, and other user-facing documentation.
Sound judgment when evaluating requested software changes, considering business needs, technical capabilities, implementation scope, and when internal review is required.
Proven success managing multiple client projects and enhancement requests while maintaining timelines and accurate documentation.
Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
Highly organized and detail-oriented, with the ability to coordinate stakeholders and track projects through completion.
Proficient in Microsoft Office, project management tools, and other business applications.

Nice To Haves

Bachelor’s degree in business, healthcare administration, information systems, or a related field.
Knowledge of healthcare revenue cycle, patient financial services, Medicaid, financial assistance, or eligibility programs.
Familiarity with state, local, or hospital Medicaid and financial assistance policies.
Exposure to SaaS products within a healthcare environment.
Understanding of software development and release cycles, including staging, beta, and production environments.

Responsibilities

Demonstrate the ability to navigate all aspects of the functionality of the MAPS suite of software.
Understand and stay informed on all state, local, and hospital legislation and program policies as they relate to eligibility for Medicaid, Financial Assistance, and other self-pay programs.
Clearly write tickets and document the requirements for the specific needs, based on the client’s request. Ensure that these tickets are detailed and actionable stories reflective of the business need, facilitating smooth communication and execution by the development team.
Collaborate with stakeholders to prioritize tasks and track progress, ensuring alignment with project goals and timelines.
Demonstrate the ability to use good judgment and independent thinking when documenting needs and changes for the software, considering the best decisions for the Company, including technical capabilities and implementation scope.
Understanding of when any requested development in the form of changes or enhancements would need internal review and clearance.
Demonstrate the ability to manage MAPS account projects including, but not limited to, implementation, coordination, training, and account management.
Testing of changes related to MAPS software updates on Staging, BETA, and for the production release cycle.
Assist with the creation and updates of User Manuals, and other user-facing documentation.
Handle Tier-2 and higher technical or customer support inquiries within the escalation workflow.
Maintain punctual, regular, and predictable attendance.
Work collaboratively in a team environment with a spirit of cooperation.
Respectfully take direction from Senior Management.