Acts as a day-to-day liaison between the client and ChartSwap. Works in a proactive and consultative role to educate
and enhance the client user experience by educating them on ChartSwap services and products, incident
management, escalations, and fulfillment of client requests. Coordinates with internal departments to drive
accuracy, timely completion, and overall customer satisfaction with the ChartSwap service.
ESSENTIAL RESPONSIBILITIES
- Build and maintain relationships with clients via email as well as over the phone.
- Responsible for answering support emails and cases from clients within established response times.
- Communicate all necessary information to clients in a timely manner using the appropriate
communication method.
- Participate in client health checks and other proactive conversations with the client.
- Assist with client training and education.
- Assemble and distribute reporting to clients, as needed.
- Create new or modify existing account configuration and location listings.
- Liaison between ChartSwap’s requestor support team and provider clients.
- Maintain a consistent line of communication regarding clients with the Business Development/Sales
Team.
- Coordinate efforts with other departments to handle urgent client inquires.
- Ensure that client preferences and communications are documented and updated in all applicate
systems.
- Notify Manager of any patterns of errors identified in the system or workflow.
- Follow workflows identified in departmental procedure manual.
- Participate in all weekly and monthly support meetings.
- Excellent time and attendance, ensuring availability during business hours.
- Other duties as assigned.
procedures in compliance with HIPAA.
management.