OPENING: CLIENT SERVICES MANAGER

The Chartis Group (Chartis) is a national advisory services firm dedicated to the healthcare industry. Chartis provides strategic and economic planning, accountable care, clinical transformation, and informatics and technology consulting services to the country’s leading healthcare providers. Chartis has been privileged to work with over two-thirds of the academic medical centers on the U.S. News and World Report “Honor Roll of Best Hospitals,” seven of the 10 largest integrated health systems, four of the five largest not-for-profit health systems, nine of the top 10 children’s hospitals, emerging and leading accountable care organizations, hundreds of community-based health systems, and leading organizations in healthcare services.

Acquired by The Chartis Group in 2015, iVantage Health Analytics serves hundreds of urban and rural health systems and hospitals across the country, providing leading-edge decision support analytics and tools. By pairing public and private data with proprietary analytics and modeling methodologies, iVantage solutions offer dynamic market intelligence, strategic planning, financial and clinical performance improvement analytics and benchmarking, contracting optimization and knowledge sharing. We turn data into actionable information, knowledge and insights for our clients. iVantage has offices in Needham, Massachusetts and Portland, Maine.

ROLE OVERVIEW

The iVantage Health Client Services Team is responsible for both back-end and front-end support of the decision support and analytic solutions used by our healthcare provider clients.  The team starts with raw data from a variety of sources, performing the tasks necessary to ensure its accuracy, timeliness, and completeness as it is uploaded.  They also work closely with our clients, providing the training and ongoing support to ensure that each user can create the meaningful and actionable information needed to navigate the changing healthcare landscape.

We are seeking a Client Services Manager who will lead the data onboarding and ongoing client support processes for both our cost performance and our managed care benchmarking tools—INDICATOR Performance Manager™ and INCONTROL Revenue Optimizer™. This is an exciting opportunity for someone who enjoys managing and coordinating a variety of responsibilities in a growing firm serving a rapidly changing industry.

RESPONSIBILITIES

The Client Services Manager will be an integral member of the team that supports two of our proprietary hospital cost performance and managed care benchmarking tools—INDICATOR Performance Manager™ and INCONTROL Revenue Optimizer™.  S/he will have two primary responsibilities for both products:

  • Conduct and lead data onboarding efforts for multiple clients
    • Obtain, review, scrub, load, and validate client data and give feedback to the client
    • Provide oversight to the coding and normalization process to ensure accuracy and comparability of client data with standard definitions
    • Assist clients with finding creative solutions when they are unable to provide all of the necessary data elements in the desired file format
    • Delegate and manage the above tasks, working with analytic resources assigned to the client team
    • Collaborate effectively with other members of the data and analytics team
    • Anticipate internal and external causes of delays and assist staff/clients with overcoming obstacles
    • Track and share the status of all implementation efforts internally, and with the appropriate client leadership as applicable
  • Support the clients’ efforts to use the tools to generate actionable and meaningful information
    • Routinely reach out to users of each tool, as well as users of the information generated, to identify and meet specific needs
    • Proactively use the tools to identify client-specific opportunities for improvement and to highlight success; create and share reports with the client
    • Provide training to clients that aligns with their needs
    • Take advantage of opportunities to expand knowledge of operational and clinical performance improvement, managed care contracting, and strategic planning to anticipate, understand and respond to client needs as they relate to using INDICATOR and INCONTROL
    • Conduct and oversee regular manager data validation meetings and lead senior and management level presentation of results, both onsite and virtual
    • Document and share customer interactions to support a team approach to serving our clients
    • Develop the foundation for a long-term iVantage relationship with the client through exceptional service that exceeds expectations

Additional responsibilities and opportunities for professional growth include:

  • Identifying and sharing opportunities for internal process improvement around any aspect of the data onboarding or client-facing support efforts
  • Recognizing and referring cross-selling opportunities
  • Participating in sales demonstrations
  • Assisting in collection and reporting of internal and external performance metrics
QUALIFICATIONS & DESIRED SKILLS
  • At least 1-2 years of relevant healthcare analytics, performance improvement, or similar experience, particularly in a hospital reimbursement, finance, or decision support environment
  • At least 2-3 years of experience in a client facing or internal customer support role, preferably in a healthcare setting
  • At least 1-2 years of project management experience, ideally related to system implementations
  • Experience in Excel and in Access or another relational database, preferably used for data scrubbing and for combining and formatting data from multiple sources
  • Ability to communicate equally well with external users ranging from analysts to clinical leaders to C-suite members, and with internal client support and technical team members
  • Ability to identify customer needs and then turn data into actionable and meaningful information that aligns with those needs
  • Desire to exceed customer expectations
  • Strong work and time management skills; able to work effectively under tight timelines and adapt to shifting priorities as defined by clients as well as senior leadership
  • Position will be based in our Needham location. Must be able to travel occasionally to firm meetings and client sites (10% on average)
  • Role reports to the INDICATOR and INCONTROL product leaders
  • Bachelor’s Degree or equivalent experience required; Master’s Degree is preferred.
OUR CULTURE

Love what you do and who you do it with. The Chartis Group has received industry recognition for our unique approach and culture. In 2015, The Chartis Group was selected as one of Modern Healthcare’s Top 20 (#17) “Best Places to Work in Healthcare” and received top rankings in the “Best in KLAS” report. The firm was also named to the 2016 Vault Consulting 50 – a ranking of the best consultancies in the nation – for the fifth time. In addition, Vault named The Chartis Group as one of the top 20 best boutique and best healthcare consulting firms and a leader in multiple categories, including: philanthropy (4th), innovation in the industry (8th), business outlook (8th), LGBT diversity (8th), and firm leadership (10th).

According to Vault,”… what seems to drive many employees is Chartis’ sense of mission – everyone at the firm seems to be fully engaged with the business of improving healthcare. That kind of concentrated motivation is hard to find elsewhere in the consulting industry.”

If you have a genuine desire to share your talent and enthusiasm for moving our company and our healthcare partners forward, we want to hear from you! To apply for this position, email us today.