Account Manager(
# Job Number:
13041277)
## Primary Location
United States-Iowa-West Des Moines
##
Description
Xerox is the world''s leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Xerox Business Services’ (formerly ACS) Government Health Solutions (GHS) organization provides IT and BPO solutions for state government healthcare entities including Medicaid and Public Health. Our experience spans over 40 years and covers 31 states including Washington, D.C. We process 563 million health program claims annually and process $54 billion in annual provider and drug transactions.
GHS is comprised of a number of Lines of Business (LOBs) including the Health Information Exchange (HIE) LOB. The HIE LOB’s HIE solution suite is comprised of both internally developed and partner components that are tailored to meet the complex requirements of HIEs that are statewide in their breadth of stakeholder participation and scope of deployment and services. These include HIE initiatives funded and governed by State Designated Entities (SDE) through ONC grants and Medicaid or Public Health agencies through CMS or other grants. We currently have statewide HIEs in various stages of deployment and operation in Iowa, Kentucky, Missouri, Montana and Wyoming.
The statewide HIE’s level of complexity exceeds that of regional or enterprise HIEs including integration with a broader array of data sources and complexity of integration including immunization registries, cancer registries, reportable disease registries, payer and/or Medicaid systems and others. Our HIE solution suite supports our state government and SDE clients’ diverse technological and programmatic objectives. It includes the following components and services: EMPI/RLS, gateway/hub, data transformation, analytics and reporting, clinical DSS, clinical portal (or ONC certified ambulatory Electronic Health Record if required) and patient portal (or Personal Health Record, if required). We also support Direct Secure Messaging with an available HISP.
The HIE LOB is comprised of three operational areas: HIE solution strategy, applications development and client services. The Account Manager role takes full responsibility for successfully managing the relationship with the HIE client they serve.
**The Position**
The HIE team is seeking a seasoned Healthcare IT (HCIT) professional with specific expertise as described throughout this document to serve as an HIE client Account Manager. To take on this role and to achieve both personal and overall business objectives, the HIE Account Manager will have to have experience and expertise in healthcare/HCIT, complex project management, team management and P&L; management. They must have a proven track record in working collaboratively with healthcare organization leadership.
Specifically, s/he will require the following skills, knowledge and expertise:
* _Healthcare:_ demonstrated working knowledge and expertise in the Affordable Care Act and Meaningful Use. General knowledge of clinical transformation, clinical decision support, analytics and reporting.
* _HCIT:_ strong Healthcare IT background with a particularly strong focus on the latest ONC requirements and best practices for HCIT interoperability.
* _Client and project management:_ proven experience in managing multiple complex projects in a matrix management environment, establishing and overseeing a PMO, keeping initiatives on-time and on-budget. Successful expectation management and problem resolution at all levels of the client organization.
* _Software application lifecycle management:_ working knowledge of SDLC sufficient to bridge the gaps between business requirements, technical requirements, design and specifications.
The successful candidate will exhibit strong competencies in all four of these areas – each of which is listed above in order of priority and emphasis. These skills and expertise will be further articulated later in this document.
**Roles & Responsibilities**
Overall, the Account Manager ensures client satisfaction and maintains a positive ongoing relationship. S/he partners with their client to provide product/service solutions, diagnose issues, plan and execute problem resolution and develop new business.
The Account Manager develops and maintains strong working relationships with HIE organization executive leadership. S/he oversees and manages projects to ensure contract deliverables/project goals are met while have full profit and loss (P&L;) responsibility for their account.
Client and project management
* Handles complex issues that require resolution at senior management level. Effectively balances client satisfaction with adherence to engagement scope, contract and Statements of Work (SOWs), Xerox resource and budget parameters.
* Oversees and manages all aspects of the client engagement
* Establishes operational objectives and work plans, and delegates assignments
* Develops, refines and oversees the HIE PMO and all projects within the PMO
* Partners with client’s team during budget development and problem resolution
* Maintains and enhances existing client relationships and ensures customer satisfaction
* Analyzes client’s business requirements and works with the HIE Development team to assure deliverables meet client expectations
* Assures alignment of client deliverables with our HIE Product Roadmap
* Assesses and helps shape the client’s HIE related strategy; makes recommendations of additional product/services offered by Xerox
Continuous improvement
* Analyzes workflow and assignments to ensure efficient and cost effective operations
* Develops/implements process and service improvements as needed
* Provides regular project status updates to senior client and Xerox management
* Provides inputs to the HIE Product Roadmap team on Xerox HIE solution strategy
Personnel management
* Manages the Account Team personnel and matrix manages other HIE and cross functional Xerox resources
* Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements; may have budget responsibility
Business development
* Partners with client and Xerox senior staff in developing and marketing new client programs/services as opportunities are identified
P&L;/budget management
* Establishes and assures adherence to budget, schedules, work plans, and performance requirements.
* Ensures budgets and schedules meet corporate requirements.
Contract management
* Negotiates client contract SOWs
* Manages change control; accountable for assuring all projects stay within scope as defined in client contracts and SOWs
* Supports negotiation of vendor partner(s) subcontract(s)
* Manages vendor partners participating in the overall HIE solution
All other duties as assigned
**Skillset, Experience and Attributes**
*Required*
The candidate must have proven experience and demonstrable performance in the following areas:
* 10 or more years of experience in the healthcare industry in the provider and/or government health segment(s).
* Full oversight and responsibility for multiple concurrent projects with matrix management resources with on-time and on-budget performance and referenceable outcomes
* Provision of HCIT services to healthcare clients as a software product vendor, consultant and/or IT service provider.
* Working knowledge of application development and Software Development Lifecycle (SDLC) methodologies
* Full cycle P&L; management
* Vendor management
* Contract management
*Preferred*
While not required, a candidate with experience and expertise in one or more the following areas would be favored:
* Client account management
* Effective collaboration with a team of virtual/remote resources
* Direct experience in the implementation and/or operation of an HIE and/or EHR systems
* Experience with clinical and administrative data integration and transformation
* Working knowledge of IHE, XDS/XCA interoperability models, CCD and CCDA
* Experience in working with an offshore application development model
**Education Required and Preferred**
*Required*
* Bachelor''s degree is required.
*Preferred*
* Degree in a healthcare discipline (management or clinical) a plus.
* Master''s degree (MBA/MHA) a plus.
* Certification in HCIT (CPHIMS, CPEHR, CPHIT, CPHIE or equivalent) a plus.
* PMP certification a plus.
*Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by sending an e-mail to *accommodations@xerox.com_._
**
*#C3*
Virtual/work from home? No
*Primary Location:* United States-Iowa-West Des Moines
*Virtual/work from home?:* No
*Req ID:* 13041277