[Hiring] Client Service Associate @Public Consulting Group

Role Description

Client Success Partners are integral members of the EDPlan Innovations Team. This position is responsible for engaging client stakeholders for EDPlan Health within the EDPlan Innovation projects. Client Success Partners are responsible for managing, maintaining, and growing client relationships utilizing EDPlan Health across multiple states/projects. This will be accomplished through direct client interaction, as well as collaboration with Regional Teams.

This role must effectively integrate capabilities in nursing knowledge, client management, and project management in addition to promote strong connectivity with the other Client Success Partners and the EDPlan Innovations team. The Client Success Partner role will focus EDPlan Health, an electronic health record documentation system for school nurses, within EDPlan.

Responsibilities

• Focus on developing long-term client relationships – expand influence, increase retention, solve issues, and drive satisfaction
• Model best practices in terms of client, project, and change management
• Provide training on the use of the EDPlan Health system for end users and administrators as needed
• Lead health client engagements/interactions/meetings
• Relate to clients on a Nursing level and utilize Nursing subject matter expertise to build client relationships and solve potential problems
• Proactively identify problems and provide solutions to clients
• Build client excitement in terms of new EDPlan Health features, functionality, and services
• Provide feedback regarding the evolving needs of our clients and how we can remain responsive, competitive, and good partners
• Provide Tier 2 or 3 support via Zendesk (helpdesk) for EDPlan Health
• Manage multiple projects and clients simultaneously with a keen attention to detail

Collaboration & Coordination

• Contribute to a professional and respectful team dynamic with a culture of mutual accountability
• Deliver results in terms of client success metrics, both individually and collaboratively
• Collaborate and coordinate with Regional Teams and other functional areas to meet our clients’ needs.
• Coordinate with EDPlan Innovation Product Leads and Regional to create meeting materials, respond to data or reporting requests, and evolve our services based on training and helpdesk feedback
• Serve as a main point of contact internally for Regional Teams - review new opportunities for viability, potential market shifts, and areas of risk
• Serve as the frontline contact for clients with change requests and involve the appropriate team members from EDPlan Innovations, as needed
• Coordinate with other EDPlan Health team members to execute change requests and product feedback and support execution of changes in the form of user acceptance testing (UAT) and training documentation

Skills for Success

• Proven success at client/team relationship building
• Effective communication skills (presentation, facilitation, and written)
• Proven success or the ability to gain a deep understanding Electronic Health Records (EHRs)
• Collaboration skills (with peers, staff, and leadership)
• Ability to be decisive, consistent, transparent, and open to feedback
• Highly organized and skilled at prioritization
• Ability to lead virtual and in person training on EDPlan Health
• Professional maturity and ability to put the best interests of the client and PCG above self-interest

Required Experience

• Registered nurse (RN) with 2+ years' experience
• Experience with electronic nursing documentation (SIS or EHR)
• 2-5 years' experience managing client relationships
• Proficient knowledge of Microsoft Office products: Excel, Word, PowerPoint, Teams
• Ability to manage multiple projects and clients simultaneously

Preferred Experience

• Expertise in the specialty of school nursing
• Strong understanding of EDPlan, specifically EDPlan Health
• Expertise using Asana or comparable task management, or project management tool

Work Conditions

• Remote
• Must reside in Oklahoma
• Travel required within Oklahoma - 50%, with occasional out of state travel

Compensation

• Range: $57,300 - $70,000

EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.