Job Description Summary

This role is a healthcare customer service position that functions as an imbedded relationship manager dedicated to a small number of specific customers within the Altanta Metro area. The role is remote (from a home office) but requires significant on-site time dedicated to those clients. The goals of the role include:
1) Drive communication and a world-class customer experience for GE Healthcare Comprehensive Service Customers
2) Act as the single point of contact within the customer matrixed environment and be the nexus of collaboration for GE Healthcare solutions between the Client and GE Healthcare.
3) Have meaningful and measurable impacts to both the Client and to the entire GE Healthcare portfolio within those assigned customers.

Job Description

Roles and Responsibilities

• Responsible for the customer satisfaction for assigned accounts
• Assist in solutions campaigns for new proposals
• Assure timely resolution of customer issues and customer satisfaction for assigned contracts
• Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams
• Function as liaison between internal organizations and customers for assigned accounts
• Interprets internal and external business challenges and recommends best practices to improve products, processes, or services. Stays informed of industry trends that may inform work.
• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, service delivery, technology or engineering.
• Has ability to assess quality of information given and ask pertinent questions to stakeholders.
• Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations.
• Uses multiple internal and some external sources outside of own function to help arrive at a decision.
• Manages customer communication of escalations.
• Performs onsite rhythmic rounding, and as needed, of customer locations including formal partnership reviews and performance reporting.
• May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.
• Performs financial, operational performance, and project reporting for current and projected planning.
• All activities providing the necessary support on pre- and post-contractual administration & management, Terms & Conditions of the contract and appropriate escalations. Also involves definition, management, and execution of risk modeling activities in support of the contract or project. Impacts the team’s ability to achieve service, quality, and timeliness of objectives. 

Required Qualifications

• Bachelor’s degree and a minimum of 5 years of experience in Project/Program Management or Service Leadership experience.
• Willingness to travel to customer sites in regional geography (Central Florida

Desired Characteristics

• Strong communication skills to synthesize complex issues and communicate clearly. Ability to learn and communicate professional discussions with technical, clinical, and executive staff.
• Demonstrated ability to energize, develop, and build rapport at all levels within an organization both internally and customer facing.
• Strong analytical skills and business acumen (i.e., knowledge of healthcare service lines, Profit & Loss centers, balance sheets, capital and operational planning).
• Experience working in the healthcare industry, including interaction with hospital administration (i.e., account management, relationship-building experience).
• Experience in client-facing role (e.g., consulting, project management, process improvement (Six Sigma/ LEAN)), while serving as advocate for client’s needs.
• GEHC Services experience (e.g., Clinical Services/Biomed, Radiology, Cardiology, Life Support Systems, Monitoring, Ultrasound, Information Technology).
• Experience working in a highly matrixed environment, effectively influencing and persuading others to achieve GEHC goals defined in the client growth strategy.
• Experience anticipating challenges or roadblocks and successfully mitigating those risks while achieving desired outcomes for client and GEHC.
• Experience maintaining a flexible approach when faced with business or client course corrections (i.e., client cost-out initiatives, industry economic conditions, healthcare reform legislation).
• Experience working with GEHC products