PACS Technical Account Manager - Full Time - Remote

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

Experity offers the following:

• Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
• Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Compensation: Budgeted between $59,450 and $74,000 dependent upon applicable experience.

Travel: Ability to travel as needed

Responsibilities:

• Close technical engagement with several large customers.

• Troubleshoot transmission of DICOM files and HL7 messages between PACS systems.

• Update & Maintain database repositories.

• Provide technical leadership for the customer's initiatives.

• Coordinate the interaction between technical teams, such as Professional Services, Technical Support, and Engineering.

• Maintain current functional and technical knowledge of the product line.

• Provide clear and constructive product feedback to product management teams based on customer requirements.

• Help to document best practices in developing and deploying solutions.

• Function as a front-line technical resource for "best practice" and informal customer questions.

• Assist customers’ technical requests and take care of any technical issues.

• Build strong customer relationships, especially with key customer stakeholders and sponsors.

• Always strive to provide exceptional customer experience.

• Manage customer expectation and lead them to customer satisfaction.

• Keep track of key account metrics and communicate the progress to both internal and external stakeholders.

• Take initiatives in identifying growth opportunities.

• Collaborate with our team to achieve sustainable growth.

• Reduce demand for support through proactive customer engagements.

• Act as a technical escalation point of contact for designated accounts and coordinate with internal teams to reach issue resolution.

• Improve customer experience by providing best practice recommendations and best-in-class support through trend analysis and case monitoring.

• Maintain regular communication with key stakeholders in account portfolio.

• Lead or participate in multiple ongoing customer projects and demonstrate adaptability when faced with potentially conflicting priorities.

• Champion customer and support organization needs by acting as a liaison in cross-departmental discussions and projects.

• Other duties as assigned.

Education and Experience:

• Bachelor's degree or equivalent combination of education and experience.
• Previous experience in a PACS environment.
• Three years of technical partner or account management experience focused on the delivery of software and/or hardware products.
• A proven track record of Technical Account Management or other relevant experience.
• Experience in managing multiple stakeholders and projects.
• Previous experience collaborating with cross-functional teams.
• Preferred :
  • Previous experience with PostgreSQL, Mirth, Github.
  • Basic familiarity with TCP/IP and Application Layer of OSI Model
  • Basic understanding of dcm4che
  • Basic understanding of HL7 messaging.

Every Team Member exhibits our Core Values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Our urgent care solutions include:

• Electronic Medical Records (EMR): Software that healthcare providers use to input patient data, such as medical history, diagnoses, treatment plans, medications, and test results.
• Patient Engagement (PE): Software that shows patients the wait times at various clinics, allows patients to reserve a spot in line if there's a wait, and book the appointment.
• Practice Management (PM): Software that the clinic front desk staff uses to register the patient once they arrive for their appointment.
• Billing and Revenue Cycle Management (RCM): Software that manages coding, billing and payer contracts for clinics so they don’t have to.
• Teleradiology: Board certified radiologist providing accurate and timely reads of results from X-rays, CT scans, MRIs, and ultrasounds, for our urgent care clients.
• Consulting: Consulting services for urgent care clinics to assist with opening, expanding and enhancing client's businesses

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