Senior Analyst, Customer Success

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference

The Opportunity:

Ensemble Health Partners is seeking an experienced Senior Analyst in Customer Success supporting software-as-a-service (SaaS) platforms for enterprise clients. The role will focus on improving customer satisfaction, application adoption, and routine solution maintenance. The individual must have demonstrated healthcare experience, technical aptitude, communication skills, and intellectual curiosity. An ideal candidate for this position enjoys working in a fast-paced team environment, can approach problem-solving challenges independently, has a strong attention to detail, understands general data integration workflows, and has a passion for supporting quality software solutions.

The Customer Success role is the primary contact for Ensemble operations after solution go-live, affording the candidate the opportunity to build lasting relationships with our clients and operations teams. They will work closely with Implementation, Support, and Product to guide Operations toward Ensemble best practices and standards while meeting their day to day needs.

Essential Job Responsibilities:

• Form strong cross-functional bonds with Product, Engineering, Implementation, and Support team members
• Manage and track all customer relationship tasks, enhancement requests, and support tickets in collaboration with Product and Support
• Perform routine product configuration changes in collaboration with Engineering
• Guide Operations towards Ensemble best practices and standards
• Support operational strategies to increase user adoption of Ensemble solutions
• Be an expert in Ensemble’s solutions and advise Operations on the most effective use of the product
• Implement and train Operations on bi-weekly released enhancements
• Facilitate regular Operations meetings
• Provide step-by-step technical help, both written and verbal

Requirements/Qualifications:

• 3-5 years of related professional experience
• CRCR or other approved job-relevant certification. (Or willingness to obtain within 6 months)
• Associate degree or equivalent work experience.
• Experienced in customer relationship management tools (e.g., maintenance reports, issue/enhancement tracking, stakeholder matrix, backlog refinement, etc.)
• Experience working with real-time data integration (HL7) or managing daily file intake processes for software solutions
• Ability to work on multiple clients at once, prioritize and execute many tasks, and resolve issues quickly
• Comfortable with ambiguity and performing tasks autonomously without direct oversight or direction
• Experience building and managing client relationships
• Keen attention to detail, self-motivated, and service-oriented
• General understanding of healthcare revenue cycle management (RCM), including patient access, registration/admission, and patient financial services
• Experience working with electronic health record (EHR) systems
• Solid understanding of workflow systems and their application to operations business process improvement
• Experience creating detailed software process flows and documenting product requirements

Job Competencies:

• Valuing Differences - Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas. Considers the collective.
• Collaboration - Works cooperatively within teams and partners with others, both internally and externally as needed, to achieve success; focuses on the results of the team, not the achievements of one person. It’s “All for One and One for All”.
• Accountability - Accepts personal responsibility and/or consequences of failure and successes, delivering on commitments and refocusing effort when needed. Someone who