Responsibilities:
The Client Development Executive (CDE) is solely responsible for customer retention, contract management, and overall customer satisfaction focused on Clintegrity 360 customers. This includes managing the overall success of multiple Nuance products and services within various stages of deployment. The CDE is responsible for building value, growing revenue and increasing margin as outlined in the specific account management plans.
•Develop and maintain relationships for assigned customer organizations that will result in high customer loyalty and grow the overall business relationship.
•Create and maintain strategic account plans that define the current state, potential opportunity, milestones and identify key stakeholders across all Healthcare solutions for the customer.
•Work closely with sales, customer engagement services, product management, and production management groups to map opportunity along with specific technical environments, process flows and business priorities at each assigned account.
•Orchestrate formal account communication and decision-making framework (governance).
•Coordinate with sales the introduction and demonstration of new Nuance product and service offerings.
•Regularly review financial and operational performance as well as benchmarking against published targets and forecast (margin analysis, speech yield, quality measures).
•Ongoing revenue forecasting to include same store growth (SSG), new products, CPI, and erosion.
•Maintain awareness and visibility of at risk customers as well as competitive threats.
•Maintain ongoing customer ROI, value proposition, and business goals to ensure appropriate value placed upon the Nuance relationship.
Qualifications:- Current RHIA (Registered Health Information Administrator) or RHIT (Registered Health Information Technologist)required
- In-depth knowledge of HIM, Coding, Computer Assisted Coding, Clinical Documentation Improvement
- 3 plus years working in an HIM Department
- Knowledge of rules and regulations related to coding and billing including Medicare, Medicaid, and commercial payers
- Track record of success in account management or customer relationship management
- Comfort working in a fast-paced, deadline driven environment with a cross functional team of product managers, interface designers, consultants, delivery staff, and engineers as well as clients
- Willing to travel (apprx 50%)
- Intermediate level – Outlook, Word, Excel and PowerPoint capabilities
•Strong interpersonal and relationship management skills and the ability to influence customer opinions and behaviors
•Ability to lead cross functional business and technical teams to provide quick and timely issue resolution
•Strong analytical, organization and time management skills
•Excellent communications skills, both written and verbal
•Passion for customer service
•Strong problem solving skills
•BS/BA
•10 plus years work experience (advanced degree a plus)
•Track record of success in account management or customer relationship management
•Advanced level – Outlook, Word, Excel and PowerPoint capabilities
•Experience in Healthcare industry and Coding workflow required
HIM Professional a plus
We offer a competitive compensation package; including stock options, employee stock purchase plan, 401(k), full health and welfare benefits and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our fast growing track of continuing success. Nuance is an Equal Opportunity Employer.
Overview:
Nuance Healthcare, a division of Nuance Communications, is the market leader in providing clinical understanding solutions that accurately capture and transform the patient story into meaningful, actionable information. Thousands of hospitals, providers and payers worldwide trust Nuance speech-enabled clinical documentation and analytics solutions to facilitate smarter, more efficient decisions across the healthcare enterprise. Nuance Healthcare has been recognized as “Best-in-KLAS” 2004-2011 for Speech Recognition.
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