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Client Service Manager

Client Service Manager

Post date: January, 2014
Position location: Lincoln, NE

Leading healthcare organizations partner with National Research Corporation to empower quality improvement across the continuum of care. By applying innovative, customer-centric performance measurement, improvement services, and governance education, healthcare organizations are better positioned to control costs and improve quality.

SUMMARY OF WORK ENVIRONMENT, WORK PERFORMED AND DESIRED OUTCOMES OR RESULTS:
As a member of the Service team, the Client Service Manager (CSM) works to embody the value We Hold Ourselves Accountable to Deliver the Highest Quality. The CSM is responsible for working with internal clients to ensure product delivery of the highest quality through successful timeline management and coordination. This role requires collaboration with team members across the organization. Additionally, this role supports is also responsible for technical support and product implementation.  The ideal candidate will be highly motivated, client-centered and have a strong detail orientation.   

KEY DUTIES AND RESPONSIBILITIES:

  • Manage and monitor client product implementations, including software installation and support
  • Provide answers to internal client support inquiries via phone, communicator and email
  • Respond to external client support inquiries via phone and email
  • Manage workload and execute judgment to meet the needs of operations and external clients
  • Assist with process improvement tasks by thinking critically, testing systems, and providing feedback
  • Monitor receipt of client data files and communicate file status to account managers as appropriate
  • Create and modify survey templates
  • Perform quality assurance checks with strong attention to detail
  • Ensure that all assigned projects are meeting and exceeding established metrics for contract, deadline, quality standards and budgetary requirements
  • Assist clients and account managers with questions involving project status, miscellaneous data and logistical issues
  • Document project status and communicate with appropriate contacts throughout the organization
  • Perform basic troubleshooting steps in all areas of project set-up and surveying process
  • Use proprietary software to create and maintain client websites, surveys, data, etc.
  • Be a team player, who can interrelate and operate effectively with peers

JOB REQUIREMENTS:

Education:

College degree required.

Experience:

Experience in roles that have required multi-tasking and producing high-quality results is required. Experience working in project management with complex business systems applications is preferred. Knowledge of healthcare and related terminology is helpful.

Communication/
Organizational Skills:

Excellent communication and interpersonal skills with the ability to interface with internal clients is required. Ideal candidate must be able to multitask, take initiative and work collaboratively in a fast-paced team environment characterized by multiple deadlines and client demands.  Strong organizational skills, ability to prioritize, attention to detail, accuracy and follow-through are essential. Self-starter with a strong sense of ownership, dedication and ability to work independently.

Computer Skills:

MS Office experience (including Word, Excel, and Outlook) is required.

Computer Skills:

Microsoft Suite (Excel, Word, PowerPoint and Outlook) necessary.  Solution specific training provided.