Managed Services Owner

Our managed services team deliver outsourced IT and business services efficiently while ensuring client satisfaction and operational excellence.

The Managed Services Owner will be the primary point of contact for the Managed Services business line with accountability to develop and manage relationships with customers, maximize the customers’ use of the TruBridge EMR, drive a high degree of satisfaction and reference ability, and to protect and enhance the value of Managed Services.

The Managed Services Advisor will represent the customer as a primary point of contact within TruBridge Managed Services. Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy support activities to ensure effective delivery within contractual commitments. Advise the account on the effective and efficient way to use TruBridge products, tools, systems, interfaces, and procedures. Assure and improve the quality of the service and maintain accurate account information. Assist in the renewal of contracts and contribute to pre-sales activities. Communicate opportunities for customer engagement such as technical events and business seminars.

These Goals and objectives are not to be construed as a complete statement of all duties performed; employees will be required to perform other job-related duties as required.  Goals and objectives are subject to change.

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate. 

Essential Functions: In addition to working as prescribed in our Performance Factors specific responsibilities of this role include:

• Relationship owner, providing client-facing support to multiple healthcare providers and healthcare facilities
• Develop deep relationships with clients and key personnel to drive growth, improve client satisfaction, client retention, and increase TruBridge advocacy across the client base
• Oversee, document, and provide reporting on service level delivery and develop and supervise action plans aimed at fulfilling commitments.
• Obtain approvals for change requests, prepare documentation, and lead client change control calls.
• Coordinate efforts between internal stakeholders to meet client goals and KPI delivery, coaching the teams for both internal and client success
• Provide continuous operational optimization and development while maintaining strong customer relationships
• Accountable to keep operations and leadership team well informed of account status.
• Performs other job duties as assigned.

Minimum Requirements:

Education/Experience/Certification Requirements

• Excellent communication (written and oral) and interpersonal skills.
• Strong organizational, multi-tasking, and time-management skills.
• Must be detail oriented and able to follow through on issues to resolution.
• Must be able to act both independently and as a team member.
• Bachelor’s degree or equivalent work experience
• At least 5 years of healthcare IT work experience
• Competency in IT Service Management (ITSM) practices
• Client relationship management experience

Preferred Qualifications:

• ITIL Foundation Certification
• Managed services delivery and engagement
• TruBridge EMR experience

Working Environment/Physical Demands

Working Environment:

• General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels. 
• Periods of stress may occur.

Physical Demands:

• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
• Some walking and standing relative to interaction with other personnel. 

Travel Requirements:

 Occasional (25% or Less)

Other possible Unofficial Titles:

Unofficial titles may be given by the manager and used for calling cards and email signatures.

• Account Manager
• Account Executive
• Service Delivery Manager
• Support Service Owner

Individual Contributor