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CEDR Account Manager

DEPARTMENT: Quality
BASIC FUNCTION:

Independently manages the accounts for 60-90 CEDR customers, based on size and complexity.  Capably and proactively manages risks, solve problems, and directs all customers through successful implementation using mature judgement and project management expertise. Cooperative, tactful approach to work under pressure in a fast paced, rapidly changing environment.  Executes end-to-end implementation and ongoing support activities, for onboarding new groups and supporting existing customers to deliver excellence and resolve issues related to the Clinical Emergency Data Registry – www.acep.org/CEDR


Characteristic Duties and Responsibilities:

 

  1. Create and maintain strong, effective relationships between ACEP and CEDR customer leadership and staff for responsible accounts. Builds trust and confidence with hospital and provider group physicians and CxO leadership.
  2. Manage all aspects of new group onboarding process – from application to contracting. Provide continuous leadership for the technical implementation phase and to onboarding process.
  3. Makes all decisions regarding the implementation and operation of CEDR for the customer.
  4. Resolves issues and negotiates resolutions with CEDR customers for optimal outcomes.
  5. Is single point of contact for Emergency Management groups to address issues or concerns.
  6. Respond to requests from new groups interested in CEDR.
  7. Conduct online and/or in-person information sessions on behalf of CEDR.
  8. Handles data entry to update ACEP and vendor systems that monitor the group's progress during onboarding; Lead in risk management/issue escalation, and coordinate communication to all stakeholders.
  9. Lead efforts of CEDR staff and Vendor staff to ensure timely completion of all customer inquiries and activities.
  10. Engage CEDR Operations Manager and ACEP quality team and leadership as needed to understand relevant quality programs. Escalate inquiries related to quality reporting and CMS requirements.
  11. Collaborate with colleagues on continuous improvement initiatives for operating processes.
  12. Participate in various CEDR projects and activities to provide account management input to vendor and in-house IT team to integrate and interface with various portals, dashboards, reporting tools, CRM and membership systems.
  13. Track progress of CEDR onboarding and priorities, activities and work plans; provide regular status updates.
  14. In conjunction with the CEDR Operations Manager, Digital Products and Services, Quality AED and ACEP committee and physician leaders, support development and implementation of customer services continuous improvement plans, including, development and delivery of customer satisfaction surveys.
  15. Support relevant committees, sections, and task forces as assigned.
  16. Build relationships with internal and external stakeholders.
  17. Attend educational and business meetings as assigned with some travel required.
  18. Perform other duties as assigned.
  19. Use innovative thought leadership to improve ETL processes, data acquisition practices, data quality gap analysis and strategies resolution; process automation, and overall program success.

Relationships and Contacts:

Reports to: Director, CEDR Implementation and Product Innovation
Location: ACEP Headquarters, Irving, TX
Internal Contacts: ACEP staff members in Quality, Policy, Public Affairs,
Membership, Educational Meetings, Educational Products, Emergency Medicine Practice, Grants Development, and Technology Services
External Contacts: Quality and Performance Committee, Registry Committee, Quality Measures, Technical Expert Panel, Quality Improvement and Patient Safety Section, Emergency Medicine Informatics Section, ACEP members, medical society staff, vendor and service providers


Required Education and Experience:

  1. Master’s degree preferred in health services, statistics, biostatistics, epidemiology, public health, health policy or a related field with 5-7 years of progressive experience in an account management role related to clinical information services. Bachelor’s degree required.  Relevant experience could substitute for Master’s degree education requirements. PMP preferred.

  2. 5 years’ experience in healthcare software implementation including project tracking, task coordination, customer communication, and issue resolution.

  3. Knowledge of clinical healthcare data analysis techniques and data acquisition methods.

  4. 5 years’ experience in clinical data systems such as Electronic Health Records, Health Information Systems, or similar clinical information systems.

  5. 5 years’ experience in tracking and reporting project status including progress reporting, risk analysis, and issue management. 

  6. Strong inter-personal skills to build effective customer relationships.

  7. Proficiency with computers, Microsoft Office (Word, PowerPoint, and Excel) and enterprise application systems (training for using ACEP systems will be provided).

  8. Experience to execute multiple priorities with internal and external stakeholders.

  9. Self-motivated, energetic, dependable, responsible and resourceful.

  10. Ability to handle full range of delegated tasks, work independently, exercise good judgment, prioritize tasks, ability to adapt to shifting priorities and schedules, display strong personal initiative, and follow through in all areas assigned with attention to detail and timeliness.

  11. Ability to build, establish and maintain effective working relationships with all internal and external stakeholders.

  12. Effectively communicate (oral and written) and serve as an effective coach for team and customer. Expertise in leading front-end and back-end processes of CEDR for seamless customer-focused outcome for exemplary team and customer experience.

  13. Some travel required.

We offer competitive salary, excellent benefits package, retirement plan and more.

If you have any questions or would like to send your resume, contact us here.

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