Headquartered in Milwaukee, WI, VCPI helps providers of post-acute care solve business challenges with technology and beyond. For over 1900 communities across the U.S. in 45 states, Virtual Care Provider (SM) solutions enable clients to focus on taking care of patients and residents. VCPI was founded in 2000 as a wholly-owned subsidiary of Extendicare REIT, one of the largest operators of long-term care, home health, and assisted living communities in the U.S. and Canada.

Position: Account Manager
Work Location: Milwaukee, WI

Position Summary:
This Account Manager serves to represent the midrange client to VCPI and VCPI to the client. Coordination of consistent communication between entities, addressing client escalations, and ensuring proper billing are responsibilities of this position.

Essential Functions:

1. Perform primary communication and customer information function to all clients within assigned accounts to promote customer satisfaction and VCPI efficiency.
2. Manage service requests in a timely fashion as identified by project tracking system. This includes: new hardware functionality as requested; new system implementation as directed; modifications of existing configurations; acquisitions and installations of new products; and acquisitions and divestitures of customer facilities.
3. Utilize LAN-based problem tracking system and produce monthly statistics indicating troubled areas or areas in need of modification.
4. Maintain excellent communications with customers in regards to contractual agreements and billing concerns.
5. Conduct weekly customer conference calls to review performance against SLA commitments, and proactively communicate progress of outstanding issue resolution and projects.
6. Conduct periodic customer satisfaction surveys and executive satisfaction meetings.
7. Review billing statement information prior to sending; converse with customer upon receipt; have final conversation prior to payment due date to ensure clarified understanding and agreement with billing detail.
8. Communicate and coordinate all project plans with appropriate customer, VCPI and third party team members.
9. Facilitate excellent communication with the technical development, engineering, phone support, quality assurance, sales and training staff, as well as client communities falling under the Account Manager’s responsibility.
10. Define and communicate customer business requirements to smaller VCPI customers.
11. Identify additional service offering opportunities and effectively communicate to or collaborate with Sales Representatives to close additional business.
12. Coordinate sales activity as appropriate to customer satisfaction level and degree of business and cost justification.

Other Duties:
Other duties as assigned or as necessity dictates.

Minimum Qualifications:

• Education: A bachelor degree in computer science, Information Technology, Management Information Systems or other related discipline.
• Experience: At least three years in a client liaison role/ client help desk role, preferably in a health care or information technology consulting services organization.
• Skills, Knowledge and Abilities: Must have good interpersonal communication and organizational skills to work with clients and manage projects. Ability to read, write, speak and understand simple and complex sentences in English. Ability to effectively obtain, share, analyze and convey information. Ability to collaborate with peers, managers and C-level executives. Ability to prepare, organize and present information to small and large groups of people. Have documentation skills and/or knowledge of systems analysis techniques. Knowledge of computer application software as it relates to performing duties of the position.

Interested? Please submit your application to us by clicking "Apply Online" below.

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