Implementation and Client Relations Manager

1. Official Name of the Designation: Implementation & Client Relations Manager

2. Work Mode: Hybrid

3. Work Timings: US Day Shift (Indian Night Shift)

4. Educational Qualifications Required
-Bachelor’s degree in business administration, Healthcare Administration, Management, or related field. 
-Certification in Project Management / Six Sigma is an added advantage.

5 .Prior Experience:
-Dealing with US clients is compulsory.
-Experience in the US healthcare industry is mandatory.
-Experience in client onboarding, implementation management, and client retention is preferred.

6. Job Description:
This role will be part of ScribeEMR Systems, a technology-enabled remote medical scribe and medical coding company dedicated to improving physician documentation quality and strengthening physician-patient relationships while reducing the administrative burden of EMR usage. The Implementation & Client Relations Manager will be responsible for leading client onboarding, managing new project go-lives, ensuring seamless implementation, and driving long-term client satisfaction and retention. The role requires close coordination with providers, client technical teams, scribes, and internal stakeholders to ensure smooth transitions and sustainable growth of accounts. The ideal candidate should be proactive, analytical, customer-focused, and capable of handling high-responsibility client-facing roles in a fast-paced start-up environment.

7. Job Summary:
-Lead client onboarding and project implementation processes.
-Sit with scribes during new go-lives to ensure smooth project initiation.
-Interact with providers and client technical teams to resolve implementation challenges.
-Establish strong rapport between scribes and healthcare providers.
-Lead project discovery and solution designing initiatives.
-Oversee client retention and account growth strategies.
-Submit risk assessments and possible failure predictions to management.
-Lead client and data transition projects.
-Manages cope changes and project expansions.
-Monitor and maintain CSAT as per SLA commitments.
-Drive upselling of new features and products.
-Lead quarterly customer satisfaction surveys.
-Implement corrective and control management programs using Six Sigma methodology.
-Design and implement client retention and correction programs.

8. Roles and Responsibilities:
a. As Project Implementation Manager:
-Ensure smooth execution of new client go-lives.
-Resolve technical and operational challenges during onboarding.
-Coordinate with US-based teams and internal stakeholders.
-Lead transition and data migration projects.
-Proactively identify and mitigate implementation risks.

b. As Client Relations Manager: Oversee project growth and account expansion.
-Manages cope modifications and change requests.
-Maintain SLA adherence and CSAT scores.
-Drive client retention initiatives.
-Lead corrective action and continuous improvement programs.
-Submit customer retention and performance reports to management.

9. Skills Required:
-Excellent verbal and written English communication skills.
-Strong organizational and project management skills.
-Ability to prioritize tasks and meet deadlines.
-Strong decision-making, critical thinking, and problem-solving skills.
-Ability to work independently and collaboratively.
-Professional demeanor and client-facing maturity.
-Quick learner with the ability to adapt in a dynamic start-up environment.

10. Non-Reimbursable Additional Perks: 
-Medical insurance of 4 lakhs per annum. Coverage is for self, spouse, and 2 children under 25 years of age.
-Group Personal Accident Policy coverage for the employee with payment of 5 years’ CTC in case of death of the employee in an accident.
-Office-based employees shall be eligible for complimentary canteen facilities.

Reimbursable Cab facility:
-All office-based employees working nightshifts will be eligible for company-provided transportation.
-Rs.2000 shall be reimbursed to male employees who opt for their own transportation when working from office.
-Female employees with their own car or female employees whose spouse is also working with us and have their own vehicle only can opt for own transportation and will be eligible for Rs.2000 as transport reimbursement.

11. How to Apply: Apply through our website: https://www.scribeemr.in/

NOTES: Please visit the following website to know more about us https://www.scribeemr.in/ 
If you have any more queries [email removed]