Job Summary:

• Respond to all customer inquiries for assigned accounts via phone, email and chat, etc.
• Support the wider team to ensure calls are handled as efficiently as possible & to support the customer.
• Respond to more complex or specialized issues, act as first point of contact, look to resolve as many enquiries in the first instance
• Process priority orders to ensure a high level of customer satisfaction
• Apply a high level of understanding and analysis of customer issues in order to determine root cause of the problem.
• Communicate & recommend corrective courses of action, and work with internal stakeholders to implement change in order to identify trends.
• Contribute to the improvement in customer satisfaction and revenue growth through providing direct product support and gathering customer feedback.
• Work side-by-side with Key Account Managers to deliver an exceptional customer experience and provide growth opportunity
• Contribute to major projects targeting Premium Customers eg, major platform migrations, SSO etc
• Log and classify al calls and request for assistance in the call tracking database.

Skills on Resume: 

• Customer Communication Skills (Hard Skills)
• Team Collaboration (Hard Skills)
• Problem Solving (Hard Skills)
• Order Processing (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Solution Implementation (Hard Skills)
• Customer Feedback Management (Hard Skills)
• Project Contribution (Hard Skills)

Job Summary:

• Obtain and analyze quality metrics and reports for care opportunities, support practice implementation of Quality improvement opportunities
• Identify action plans for providers to implement to improve quality and the patient experience.
• Actively participate in developing program recommendations and action plans (Internal).
• Support the efforts of providers and practice teams on office based care delivery interventions resulting in care gap closures and improved health outcomes for patients.
• Engage with network relations representatives to meet provider and practice service needs.
• Provide education for practices to develop expertise with metrics and data review for quality improvement.
• Participate in various community and multi-department committees to assure effective program implementation.
• Track progress of program and prepare status reports to management or senior management and providers.
• Maintain up to date knowledge on Patient Centered medical Home, Care Delivery System Redesign, Accountable Care Organizations, HEDIS, and STARS.

Skills on Resume: 

• Data Analysis and Interpretation (Hard Skills)
• Quality Improvement (Hard Skills)
• Program Development and Implementation (Hard Skills)
• Clinical Practice Support (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Educational Leadership (Soft Skills)
• Committee Participation (Soft Skills)
• Reporting and Monitoring (Hard Skills)

Job Summary:

• Participate in all customer hand off calls
• Lead initial customer meetings to gather workflows, clinical care delivery and configuration requirements for emsCharts implementations
• Review all new customer configurations and partner with Implementation Specialists to ensure customer objectives are being met
• Provide Go Live support and collaborate with Customer Success Managers to develop and oversee customer adoption plan
• Provide Post Implementation Consultative Services
• Participate in the development and delivery of internal and external training
• Maintain strong, professional, and effective working relationships with other ZOLL managers and departments
• Assist in the design, development, implementation, and maintenance of products and services from a “voice-of-the-customer” perspective
• Document customer contacts, phone calls, emails, and other communications within Salesforce
• Assist in the development of sales toolkits and other marketing deliverables 
• Participate as a company representative in industrial associations
• Develop and document policies, procedures, workflows and, subject matter expert training programs
• Maintain direct and regular contact with assigned accounts to understand and report upon customer health and sentiment

Skills on Resume: 

• Project Management Skills (Hard Skills)
• Customer Relationship Management (CRM) (Hard Skills)
• Analytical and Problem-Solving Skills (Hard Skills)
• Training and Development (Soft Skills)
• Interpersonal and Communication Skills (Soft Skills)
• Product Development Insight (Hard Skills)
• Marketing and Sales Support (Hard Skills)
• Policy and Procedure Development (Hard Skills)

Job Summary:

• Supports the Omni-channel campaign planning, executing and results supervising to deliver the best customer experience throughout all the company touchpoints with customers (e.g. F2F, video-calls, other digital channels)
• Supports content creation for digital campaigns for the assigned brands, in close collaboration with the Marketing and Digital teams
• Contributes to stakeholders’ mapping, including segmentation and profiling in the CRM system
• Organizes virtual/ hybrid / F2F meetings to deliver accurate scientific messages to HCPs, in line with the brand strategy
• Supports the implementation of customer-centric and patient-centric programs which bring value to key customers and patients
• Improves the referral rate from the assigned centers by educating clinicians through face-to-face interactions
• Supervises market dynamics, trends and competition by means of appropriate tools and techniques
• Collaborates cross-functionally with Marketing, Medical, Market Access, Digital & BEO and other internal stakeholders to develop sound business plans 
• Setting performance management objectives based on customer-integrated insights.
• Adopts a Test / Learn Experimentation mindset and approach for customer engagement.
• Ensures a high level of compliance in all her/his interactions and connects when needed with the Compliance and Legal functions to ensure that all

Skills on Resume: 

• Omni-channel Campaign Management (Hard Skills)
• Content Creation and Coordination (Hard Skills)
• CRM Proficiency (Hard Skills)
• Event Management (Hard Skills)
• Customer and Patient-Centric Program Development (Soft Skills)
• Educational Outreach (Soft Skills)
• Market Analysis (Hard Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary:

• Implements key quality and population health strategies alongside providers and with direction from the Director- Quality Management and Health Plan leadership to support practice implementation of quality improvement programs.
• Actively participates in developing quality measure gaps in care reports, quality improvement program recommendations and action plans.
• Obtains and analyzes quality metrics and reports, and provides education for practices to develop expertise with metrics.
• Facilitates provider engagement meetings to help practices identify areas of need and shares scorecards for providers to improve quality measures and the patient experience.
• Maintains up-to-date knowledge on New York State Quality Assurance Reporting Requirements (QARR) specifications, and supports Performance Improvement Projects.
• Leads collaborative population health improvement initiatives, quality improvement efforts and discussions with other departments within the organization.
• Participates in Quality Improvement workgroups including Behavioral Health, Chronic Disease and Maternal/Child Health workgroups to improve statewide performance and STAR ratings. 
• Assist quality improvement workgroups by supporting monthly tracking of workplan activities.
• Assist the accreditation team with Continuity and Coordination of care Standards and any tasks related to the completion of the Quality Improvement program description, workplan and annual evaluation
• Tracks progress of quality improvement programs and prepares status reports to management or senior management.

Skills on Resume: 

• Quality Improvement Program Development (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Facilitation and Engagement (Soft Skills)
• Regulatory Knowledge (Hard Skills)
• Leadership in Population Health Initiatives (Soft Skills)
• Workgroup Participation (Soft Skills)
• Project Management (Hard Skills)
• Reporting and Communication (Soft Skills)