Manager - User Satisfaction Team, Insight
Location: Nashville, Tennessee
Description: AmSurg is at present looking to employ Manager - User Satisfaction Team, Insight right now, this position will be settled in Tennessee. For complete informations about this position opportunity kindly see the descriptions.
POSITION SUMMARY:
AMSURG, a division of Envision Healthcare, is seeking a skilled professional to serve as Manager, Insight User Satisfaction (US) Team. The US Manager is a working manager and the primary point of contact for issues and responsibilities of the US Team that supports and manages Insight-specific products and services. The US Manager supervises the daily operations of the team and their work product. The manager also performs Service Desk ticket audits, creates satisfaction benchmarking and assists Insight team leadership in planning for additional Insight projects and team responsibilities as assigned.
This position requires deep and broad knowledge and experience with NextGen PM and NextGen Clearinghouse; EHR is also helpful. Other products/services that the US team may facilitate support for include Refund Manager, Viewgol, RTS, State Reporting, Implant Log, InstaMed, various interfaces and several Patient Engagement products and services such as One Medical Passport, Simple Admit, Dialog Health and Casetabs. There may be other products or services supported that the manager will be oriented to once on board. We also anticipate that this l ist will grow over time. The manager will be responsible to keep current with healthcare industry standards and best practices as well as federal, state and other regulatory bodies.
As the products and services under the Insight umbrella grow and expand, the Manager of the US team will be responsible to learn how to support and manage those products and keep the team oriented, educated and able to satisfy end-user and stakeholder needs. The manager will interact with end-users, operations and clinical partners and other personnel as needed. Further, excellent demonstrated skills in written and verbal communication with these users and stakeholders (Corporate, Center, Vendor, etc.) will be expected, monitored and reviewed on a regular basis.
ESSENTIAL RESPONSIBILITIES:
- Manage day-to-day activities of our User Satisfaction Specialists.
- Work closely with AMSURG service desk management to ensure the service desk analysts are knowledge able of Insight centers, products and services. Create materials and provide training for service desk analysts where appropriate.
- Manage and train team members and pull in Subject Matter Expert (SME) contributors as needed to orient team on complex subjects.
- On-board new employees and train them based on expertise, skill set, and their responsibilities within the team.
- Create and/or compile all pertinent documentation for team and individual members to meet their objectives.
- Manage requests for SME assistance from other team members to facilitate team training and internal growth and development.
- Set reasonable user and stakeholder satisfaction goals and work with the team to meet them on a consistent basis.
- Interact with users and stakeholders on a daily basis, responding to their questions and guiding them to the appropriate service or solution
- Monitor operational performance, identify issues and act as escalation contact for end user issues/complaints/feedback.
- Assist in the adoption cycle after the project is transferred to the AMSURG Service Desk.
- Introduce User Satisfaction team and processes to end users/stakeholders when training, product expansion and/or integrations are transitioned to User Satisfaction team for support and maintenance.
- Determine and deliver end-user training when an entity has experienced turnover or excessive use-related issues with Insight products and services.
- Gather useful service/support requirements from 3rd party software vendors and document within US knowledge base.
- Gather and communicate the deliverable timelines, resources, inventory, and training required to complete team objectives
- Work in coordination and collaboration with the manager of the Implementation team and the Center Applications team regarding status of ongoing projects, team communications and expectations of produc t support and maintenance.
- Create, in conjunction with other Insight management team, User Satisfaction Communication Plan (NewsFlashes regarding service/maintenance updates, etc.).
- Perform basic troubleshooting of problems and devise solutions in partnership with Insight leadership that facilitates best practices and sustainable workflows between teams
- Complete duties as assigned regarding testing of upgrades, updates, patches and new feature rollouts post implementation.
- Participate in team and management meetings with meaningful and productive contributions
- Assist VP, AVP and IT colleagues with other duties and projects as needed
- Travel is generally not a requirement (maybe be asked to attend vendor-related conferences from time-to-time or travel to a Center as part of a specific project)
KNOWLEDGE AND SKILLS:
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the managerial, clinical and HIT knowledge, skills and/or abilities required.
Essential Abilities:
- Ability to manage daily operations of User Satisfaction staff
- Excellent English communication (verbal/written)
- Highly organized with strong attention to details
- Works well under pressure; communicates appropriately even when under stress or duress
- Superior analytical and creative problem solving capabilities
- Ability to research and apply knowledge effectively
- Ability to manage multi-faceted programs and a variety of disparate projects simultaneously
- Displays positive attitude and strong team spirit
Education/Experience:
- Minimum of 5 years in increasing responsibility in user support roles
- Minimum of 3-5 years in people management
- Minimum of 2 years’ experience troubleshooting hardware or software solutions
- Proven history of satisfaction and solutions delivery
Technical courses:
- NextGen Certified Professional [EPM/EHR/Others] desired.
- Familiarity with ASC and Ancillary vendor products highly desirable
- Continued learning through independent study, reading and networking is highly desired in the appropriate candidate.
Bachelor’s degree in related healthcare, business, service or other technical training from an accredited college, university or trade school, or the equivalent of five (5) years of professional experience in appropriate Healthcare environment required. Revenue Cycle Management experience is helpful; Four (4) years direct use experience with healthcare vendor products required; EHR experience highly desired. ASC/Practice Office management experience or firm understanding of Billing, CPT, ICD-10 coding and ASC X12 transactions is preferred. Thorough understanding of patient workflows in ambulatory surgery center and/or medical practice is extremely helpful. Project management skills, experience or certifications desired. Continuing Education classes, vendor conferences and/or certifications in appropriate healthcare fields desired. Ability to learn multiple vendor product design and documentation methods is required. Ability to assess vendor products for technical features and functions is required, as well as reporting findings succinctly and factually.
Mathematical Skills:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals and percentages.
Language Skills:
Ability to understand, read, write and speak English. Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental reg ulations. Ability to successfully write business correspondence. Ability to effectively present information, respond to questions and professionally interact with managers, employees, clients, vendors and the general public.
Reasoning Ability:
Ability to recognize and define problems, collect data, establish facts, draw valid conclusions and correct errors. Ability to understand and interpret basic financial data. Ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables.
Other Qualifications:
Must be able to handle multiple, simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner. Must be able to work well with others. Strong verbal and written communication skills required. Must be detail oriented and organized. High integrity, including maintenance of confidential information. Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency. Based on business need, the ability to work a flexible schedule, including some evenings and weekends as approved in advance.
CORPORATE CORE VALUES
Puzzle Solving-Turning challenges into opportunities in a collaborative, agile and creative way
Excellence-On a never-ending quest to improve and exceed expectations
Ownership-Taking responsibility for our actions, relationships and partners’ success
Positive Environment-Respectful, caring, trusting and supportive of the team
Leadership-Leading by example, staying true to our values and dreams
Ethics-Committing to always doing the right thing guided by integrity and transparency
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reas onable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts. Noise level in the work environment is usually quiet to moderate.
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This position starts available on: Tue, 15 May 2018 13:58:31 GMT