Client Success Manager, MAPs

Summary

This position is responsible for advocating for clients and collaborating with internal departments to ensure their needs are understood and met. The account manager plays a crucial role in client training, support, and maintenance deliverable testing to provide the best overall client experience. This position reports to and works collaboratively with the Self Pay solutions team.

Job Duties

• Demonstrates the ability to navigate all aspects of the functionality of the MAPS suite of software.
• Understands and stays informed on all state, local, and hospital legislation and program policies as they relate to eligibility for Medicaid, Financial Assistance, and other self-pay programs.
• Clearly writes these tickets and documents the requirements for the specific needs, based on the client’s request. Ensures that these tickets are detailed and actionable stories reflective of the business need, facilitating smooth communication and execution by the development team.
• Collaborates with stakeholders to prioritize tasks and track progress, ensuring alignment with project goals and timelines.
• Demonstrates the ability to use good judgment and independent thinking when documenting needs and changes for the software, considering the best decisions for the Company, including technical capabilities and implementation scope.
• Understanding of when any requested development in the form of changes or enhancements would need internal review and clearance.
• Demonstrates the ability to manage MAPS account projects including, but not limited to, implementation, coordination, training, and account management.
• Testing of changes related to MAPS software updates on Staging, BETA, and for the production release cycle.
• Assists with the creation and updates of User Manuals, and other user-facing documentation.
• Handles Tier-2 and higher technical or customer support inquiries within the escalation workflow.
• Maintains punctual, regular, and predictable attendance.  
• Works collaboratively in a team environment with a spirit of cooperation.
• Respectfully takes direction from Senior Management.
• Other duties as assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Travel Requirement                                                                                                                       

This position requires minimal (0-10% of the position) travel. Travel may include overnights.

The ideal candidate will be located in the Hudson/NYC Metro area to support our clients on-site.

Qualifications                                                                                                                              

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employees or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Education & Experience

Bachelor’s degree in business, healthcare administration, or related field, and/or two to four-year(s) of experience in healthcare finance, revenue cycle, state or local public assistance provider, or related industries.

Certificates, Licenses, and/or Registrations

This position does not require any certificates, licenses, or registrations.

What we offer you: 

Whether virtual, in-person, or hybrid, we are on a mission to create a flexible work environment. 

We have a dynamic company culture and a fun workforce. We offer paid time off benefits, competitive salary commensurate with experience, and a generous benefits package that includes health, dental, vision, short term disability, employee assistance program, and 401(k) with a generous company match. 

If you share our belief that every aspect of your work can lead to a positive outcome this role will provide personal fulfillment and invaluable experience. 

We’ve learned that every individual and every team work differently, so we’re embracing flexibility with hybrid roles. We’ll continue creating amazing office experiences for everyday work and the times when we do come together. We’re also embracing a growth mindset to learn together and adjust as we go. 

Sound exciting? Apply today and join us! 

Office Ally is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.