Client Account Specialist I - SR 19-70
San Ramon, CA

Job Description

We're delighted you're considering joining us!

At Hill Physicians Medical Group, we're shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.

Join Our Team

Hill Physicians has much to offer prospective employees. We're regularly recognized as one of the "Best Places to Work in the Bay Area" and have been recognized as one of the "Healthiest Places to Work in the Bay Area." When you join our team, you're making a great choice for your professional career and your personal satisfaction.

This is a temporary, full time employee position with benefits for approximately three years. Location: Open to Sacramento, Stockton, or Bay Area

Under the leadership of the Manager of Client Account Services the Client Account Specialist services the Hill EHR clients. The Client Account Specialist is responsible for the overall account management, on-site support, training, public relations services, best practice review, assistance with preparation to implement new releases, as well as managing the initial implementation of HillChart powered by EPIC through site assessments and documentation of practices workflow impacted by the HillChart system and related technologies, workflow process redesign and implementation of new workflows. Excellent customer service and support of HillChart is critical to the promotion of these services in the community and to ensure ongoing adoption of HillChart. Must be able to work unsupervised and may work remotely.

Job Responsibilities

* Manage the implementation of the HillChart powered by EPIC, as assigned.
* Own and manage detailed project plans for each assigned implementation.
* Analyze business and clinical requirements at implementation sites, and document the current and future workflow processes
* Generate status and other types of reports related to the implementation process, as needed.
* Conduct on-site visits with all assigned clients and maintain appropriate follow up documentation.
* Provide on-site support to practice end users, best practice review and training, workflow assessments of HillChart use, troubleshoot issues, and identify training opportunities.
* Manage all reported issues for assigned clients through collaborative efforts with various Provider Application and Support team members to ensure Service Level Agreements are met and clients are kept informed.
* Provide instruction to physicians on accurate documentation in the EHR to achieve Meaningful Use, meet CMS documentation requirements and other Hill initiatives.
* Deliver training - end user, new practice employees, eSolutions staff, topic-based WebEx trainings and advanced training, as needed.
* Communicate with each assigned client on a monthly basis.
* Maintain required written status related to the client relations.
* Assure excellent customer services is provided to all clients.

Other Responsibilities

* Troubleshoot and work to resolve HillChart system-related issues that are reported or detected during a practice site implementation.
* Serve as a liaison between physician practices, Provider Application and Support User Support Desk, and other IT team members, including Trainers.
* Identify and implement workflow improvements through best practice recommendations.
* Participate in upgrades, including testing, when appropriate.
* Utilize a quality planning approach for all phases of work.
* Maintain knowledge of current medical informatics, trends and changes in healthcare information technologies.
* Other duties as assigned.

Knowledge, Skills and Abilities Requirements

* Minimum 2-5 years of relevant experience required
* Previous Epic experience required.
* Two or more years of direct hands-on experience in an area of healthcare clinical operations required. Experience working with ambulatory provider practices highly desirable.
* Demonstrated ability to prioritize multiple tasks and problem solve under pressure of deadlines and resource constraints required.
* Strong analytical and problem solving skills are mandatory.
* Excellent oral and written communication skills, both technical and business focused, required.
* Demonstrated ability to work well with business, clinical and technical staff.
* Knowledge of Microsoft Office applications, e-mail, voice mail and various office automation equipment and applications.
* Ability to exercise judgment, tact and discretion in handling sensitive or confidential information or situations.

Required Education

* Bachelors degree in Computer/Information Science, a clinical discipline, or related field highly desirable.

Additional Information

Hill Physicians is an Equal Opportunity Employer