Remote - Manager / Sr. Analyst, Edi And Customer Success

Note: This position is a remote working position for the following USA states ONLY: TX, TN, WA, OR, NC, CA, and HI.

Job Description

The EDI subject resource within Customer Success Management (CSM) will serve as a key part of the team that links ARW and data-trading partners, serving on implementation and EDI focused operations teams, as well as supporting Cozeva’s EDI related products. They will provide expertise and directly contribute to investigative work to ensure that EDI data are in alignment with Cozeva specifications and aligned with client needs, being responsive to client requests and supporting internal reconciliation work to ensure that any data issues are fully resolved. Additionally, they will provide active support internally around a number of areas including general EDI, Cozeva data exchange focused products, or customer related issues as a member of Customer Success Management. CSM is a team of customer-focused, success-driving account leaders who will function as the face of our company to our clients. The best candidates for CSM roles will be outcomes-oriented, detail-focused individuals with the ability to see problems from a client's perspective while still guiding them to a best-practice solution.

Responsibilities:

• Complete complex tasks, assignments and defined processes under limited supervision

• Ballance effort across multiple assignments with varying delivery dates

• Identify, prioritize and resolve internal / client questions and issues independently, while effectively escalating more complex questions or contractual issues as they are identified

• Comply with contract requirements, company rules and related industry and legal regulations.

• Work directly with clients, which include Health Plans, Independent Physician Associations (IPAs), and Management Service Organizations (MSOs), helping them understand, and use the ARW products they purchased in support of their business goals

• General tasks include:

  • Give presentations and training on how to use Cozeva efficiently and effectively.

  • Drive quick time-to-value for new customers and assist them and their clinician partners in becoming active users of Cozeva

  • Build strong relationships with Cozeva customers, actively seeking the "why" behind our customers' asks to ensure we understand and address their challenges and meet their goals

  • Use customer data and reports to identify trends that may require additional training or product enhancements

  • Use client specific data to create high value engagement that ensures your customers are successful in using the Cozeva platform to achieve their goals

  • Serve as subject matter experts (SME) super-user workflow experts to support both our customers as well as internal colleagues

  • Work collaboratively with CSM as well as other matrixed team members to host (Office Hours, Webinars, Trainings, etc) to assist Cozeva Users in scale

• Partner closely with technical services and support software development, product development, sales, and marketing to deliver fantastic user experiences for your cohort and achieve your pod’s goals.

• Participate in the upsell process by understanding clients' emerging needs so that you can effectively educate them on new features and products to optimize their workflow. I additionally in support of upsales, CSM‘s will also write statements of work, gather and quote pricing options to clients and ensure proper invoicing is completed

• Demonstrate a passion for solving big, challenging problems in healthcare and working with customers to achieve equitable outcomes through high quality, lower cost, person centered care

• Proactively manage client relationships and identify any areas of risk to the client/ARW relationship, and then working with your colleagues to address those issues

• Understand your clients' unique business needs, but be able to connect the dots back to business needs that are shared across customers and share best practices and solutions that leverage the existing platform

• Keep up-to-date with knowledge of the healthcare industry and product enhancements

• CSM will maintain visibility into the entire company and work alongside Sales, Engineering, Marketing, IT, Operations, and Product teams to serve our client partners and build out our companies products and services

Requirements:

• Residing in California, Texas, Tennessee, Washington, Oregon, Hawaii or North Carolina

• BA/BS in Public Health, Information Technology, Health IT, Health Services, Healthcare Administration, or related degrees, or, equivalent work experience is required

• Experience with or willingness to learn SQL, Java, etc a plus

• 3+ years in healthcare required, preferably at least partially doing data exchange / EDI related work for government programs (Medicare, Medicaid, ACA, etc.)

• Experience in a vendor (SaaS) environment is a plus

• Experience in value-based care, government healthcare programs, or within healthcare technology is a plus

• Experience and passion for leveraging technology and innovation to reduce inefficiencies and solve problems in healthcare required

• Experience in project managing, Customer Success, training and/or customer service, and owning the post-sales implementation in collaboration with technical teams highly desired

• Successfully managed complex projects with grace, and have an aptitude for using data to drive decisions

• The ability to demonstrate impeccable capability in the following areas:

  • Communication: knowing who, what, when, where, how, and why and acting effectively as a representative of Cozeva

  • Organization: from your email inbox habits to your time management, to the information you juggle about people, teams, clients, and products

  • Presentation: sophisticated presentation skills in front of large and small audiences

  • Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Cozeva and our clients

  • Problem-Solving: acting creatively in response to challenges both in and out of your control. Ability to simplify complex problems.

  • Drive: a proactive attitude that stays ahead of client and company needs. Self-motivated mindset.

  • Teamwork: taking great pride in successful collaboration and outcomes achieved together

  • Judgment: keen sense for decision-making and prioritization

• Willingness to work at night as needed with international teams

At Applied Research Works, Inc., we are committed to maintaining a fun, fast-paced learning environment where your ideas and contributions are heard, no matter what your role is. Our ‘ohana has created an environment that is supportive, collaborative, and dynamic. We want to add self-motivated, passionate, and hardworking individuals ready to grow with us.

We continually invest in our employees and offer comprehensive benefits, including medical/dental/vision coverage, an annual wellness benefit, an education benefit, public transportation benefit, 401k matching, and catered lunches during office days in an office fully stocked with snacks to power you through the workday (to name a few).