Consultant

Job ID: J137618
Company: HM Health Solutions Inc.
Location: Pittsburgh, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Jan 10, 2019

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Description

This job interacts with clients, consulting, vendors, third parties, and the client account team to provide a well-orchestrated and customer friendly client experience. The incumbent is responsible for effective consulting, negotiation, and problem solving to ensure a quality customer experience as well as work flow.  Manages escalations, disputes, re-prioritization, and crises.  Works collaboratively with internal teams in coordination with external client to execute change management, optimizations, enhancements, and performance reporting.

ESSENTIAL RESPONSIBILITIES

  • Manage escalations by leading and summarizing discussions to explain and build understanding.  Provide solutions and options, manage emotions, and act as the bridge between the customer and remediation team.  Coordinate service delivery issue resolution and prioritize issues affecting services to the Client.
  • Serve as the subject matter expert to problem solve in order to resolve business disruption.  Provide expert consultation on applications and multiple, cross-platform, highly visible issues.  Present and communicate strategies and solutions to leadership and the Client. 
  • Negotiate work request disputes utilizing knowledge of the system specifications and requested changes.  Provide insights to the Client about the Organization's position.  Help the client understand the difference between a defect and an enhancement and set expectations for resolution.
  • Lead the schedule portfolio conversations when a Client wants to accelerate a schedule. Negotiate trade-offs to re-balance the schedule, as needed. 
  • Facilitate the creation of detailed procedural documentation pertaining to daily operations, escalations, requests, etc.
  • Seek to streamline and simplify opportunities to reduce the number of interactions and the number of duplicate, unneeded, or unknown customer reports/artifacts.
  • Facilitate expediting customer responses to informational work requests.
  • Other duties as assigned or requested


REQUIRED QUALIFICATIONS:

  • Bachelor's Degree in Business Administration/Management, Information Technology, Information Systems or related field
    • Substitutions: 6 years of relevant clinical IT experience in lieu of degree
  • 7 - 10 years in Project Management, Client Management, Consulting, IS/IT, Escalation, Dispute, and/or Crisis Management or Change Management

KNOWLEDGE, SKILLS AND ABILITIES:

  • Solid understanding of the clinical IT work environment.
  • Skilled in negotiations
  • Ability to build consensus
  • Skilled in having successful difficult conversations
  • Creative Problem Solving
  • Communication Skills
  • Presentation Skills
  • Vendor Management
  • Customer Service

Referral Bonus: Level 1

Summary

This job interacts with clients, consulting, vendors, third parties, and the client account team to provide a well-orchestrated and customer friendly client experience. The incumbent is responsible for effective consulting, negotiation, and problem solving to ensure a quality customer experience as well as work flow. Manages escalations, disputes, re-prioritization, and crises. Works collaboratively with internal teams in coordination with external client to execute change management, optimizations, enhancements, and performance reporting.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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