Wolters Kluwer Customer Success Specialist in Chicago, Illinois
Wolters Kluwer Health's Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.
We are currently seeking a Client Services Specialist for our Emmi Solutions business in Chicago, IL. The Client Services team is responsible for working with client staff to ensure that Emmi products are effectively deployed and utilized. By doing so successfully, we hope to provide all patients and their families the opportunity to interact with Emmi programs, and help them become more active participants in their care, and help our clients recognize value and improved outcomes as a result.
As a member of the team, the Client Services Specialist is a key contributor within a multi-functional team to drive Emmi's success at client sites. Client Services Specialists deploy Emmi's product solutions that have been aligned with clients' strategic goals and initiatives. They execute on the approach, deployment, and performance optimization within their assigned clients under the direction of their management.
Client Relationship Management
Maintain the health and well-being of assigned accounts, effectively managing client expectations, to ensure success and renewal.
Establish positive, collaborative relationships with client representatives even under difficult or escalated circumstances.
Act and communicate professionally as a representative of the Emmi organization.
Respond quickly and appropriately to client questions, needs and requests or coordinating resources to meet those needs.
Interview and shadow clients in order to design workflows, trainings and deployment plans to meet unique customer needs and position Emmi positively.
Present findings both internally and externally to win support for process and performance improvement plans related to client success.
Work with clients to set utilization goals and benchmark success, leveraging tools (reports, case studies, client references, etc.) to win and maintain client support.
Project Planning, Execution, and Optimization
Work collaboratively with a regionally focused Client Services team to implement assigned clients, executing client project plans, and assisting in the prioritization of account activities.
Understand client needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts with identified milestones and goals.
Provide input and feedback on the effectiveness of client project plans, including implementation and optimization activities, to proactively adjust plans with client project leads to allow for proper execution of Emmi deployment.
Seek input to create and prioritize plans effectively.
Report on progress and effectiveness of plans to client leadership and Associate Regional Managers, executing on escalation to Regional Managers as necessary.
Work with clients to re-engineer workflow processes where necessary.
All team members share a core set of competencies throughout the Client Services department.
Customer Service: Provide the highest level of client service and support through establishing and maintaining positive, collaborative relationships with clients.
Communication: Communicate openly and directly with clarity and conviction. Listen to others in order to develop relationships, make decisions and solve problems. Prepare clear, well-organized communications using simple and professional language, adapting content and level of detail to meet other people's needs.
Judgment: Analyze issues and make critical decisions. Manage both internal and external client situations by analyzing risks and issues. Diagnose root causes of those challenges, gather and integrate critical information for analysis and detect flaws in reasoning or approaches. Validate escalation needs and escalate issues as appropriate.
Teamwork: Work collaboratively and constructively with team members, supporting a positive environment across departments and team functions treating others with respect and kindness. Give direct and constructive feedback to team members always focused on how we can collectively improve client or team performance. Act as a mentor to other team members and set an example for creative thinking/problem-solving, cooperation, accountability and execution. Seek success and challenge team members to do the same.
Education and Experience
Bachelor's Degree or equivalent of experience. Business/Health Administration preferred. Advanced degree or equivalent experience recommended.
2 or more years of experience within a healthcare environment.
Understanding of clinical environments and workflows.
Experience managing projects within a clinical environment.
Strong oral and written communications skills.
About Wolters Kluwer
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2017 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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