JOB DESCRIPTION OVERVIEW:

The Client Relations Support Specialist has a unique role in supporting the operational needs of AccessNurse, but also plays a major part in supporting our client base. Core responsibilities include managing of all on-call schedules, IntefleCS client builds/changes, Client Services support, and other administrative duties. Performs periodic data integrity reviews and facilitates data cleanup. This position compiles and produces various client reports and maintains security access for secure client portal. The Operational Support Specialist report to the Implementations Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Gains understanding of company's proprietary and enterprise systems. Responsible for new client set-ups, current client updates, client profiles and related client databases to include DLM scripting.
• Maintains providers and practices in system to include correct affiliations and contact information.
• Performs periodic data integrity checks and facilitates data cleanups across company.
• Primary liaison for secure portal, including account setup, upgrades, and announcements.
• • Coordinates mass mailers and communication campaigns to current clients.
  • Creates ad hoc reports in Connexica, proprietary reporting tool, as well as advanced finds in CRM, and runs basic reports from Cognos report library.
  • Assists with report development and general process improvement initiatives.
  • Communicates needs for software enhancements and tests solutions.
  • Supports IT department with special projects and serves as backup for DLM script creation and maintenance.
  • Develops technical solutions to meet client needs, implements solutions, and communicates effectively to appropriate parties.

• Creates and maintains client on-call schedules.

• Demonstrates professional and effective oral and written communication with staff and clients; including appropriate documentation in Microsoft CRM.

• Assists with special projects as needed, and performs other duties as assigned, including supporting operations as a Patient Coordinator during peak times.

• Other tasks as assigned by management.

QUALIFICATIONS / EXPERIENCE:

• Two (2) years of college (Bachelor's degree, strongly preferred);
• Strong decision-making skills with the ability to work with minimal direction/supervision.
• Experience with relational database products a must;
• Experience with Microsoft Office; Practice management software or EMR systems; Cognos and/or other reporting software;
• Strong technical aptitude;
• Demonstrates ability to communicate effectively (both oral and written);
• Excellent interpersonal skills with an orientation towards professionalism and customer service;
• Excellent attention to detail and data entry accuracy required;
• Strong organizational and analytical skills accompanied by flexibility to quickly adapt to any new business environment;
• Ability to problem solve, make decisions, and effectively communicate decisions;
• Experience in coordinating simultaneous assignments by assessing project deadlines; establishing work priorities, and coordinating personal work schedule;
• Must be able to work in team environment;
• Flexible schedule to work in the evenings, on weekends or on holidays as needed.

PHYSICAL / ENVIRONMENTAL DEMANDS:

• Duties are performed in a modern office setting
• Ability to work in evenings, on weekends and holidays
• Prolonged sitting, with prolonged work on a PC
• Moderate to high stress level
• Occasional lifting/carrying (30 pounds or less)

This position may require manual dexterity and/or frequent use of the computer, telephone, 10-key, calculator, office machines (copier, scanner, fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week.

DISCLAIMER:

Cooperative, positive, courteous and professional behavior and conduct is an essential function of every position. All employees must be able to work with others beyond giving and receiving instructions. This includes getting along with co-workers, peers and management without exhibiting behavior extremes. Job functions may require personal leadership skills such as conflict resolution, negotiating, instructing, persuading, speaking with others as well as responding appropriately to job performance feedback from the supervisor. Additionally, the information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.