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DESCRIPTION/OBJECTIVE

The Business Analyst is responsible for a full range of activities which ensure the operational effectiveness and excellence of IT related projects. The Business Analyst will design and document new and existing workflows for business processes.  The Business Analyst will also assist in the testing of systems and will act as a conduit for information between the Information Technology team and project stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for systems analysis, process design, and data analysis functions for the purpose of delivering user friendly, cost effective information systems. Reviews and edits requirements, specifications, business processes and recommendations related to proposed solution.
• Identifies requirements via industry standard analysis techniques such as data flow modeling, workflow analysis, and functional decomposition analysis. The Analyst will solicit requirements through interviews, workshops, and/or existing systems documentation or procedures.
• Creates the following analysis artifacts and deliverables: Process Maps, Business Requirements, Business Rules, User Stories, User Flows, Acceptance Tests.
• Strategizes on how to leverage technology and process change to add value to the organization. 
• Responsible for educating other IT groups/members on business processes to facilitate better understanding of business and industry.
• Identifies and maintains a lifecycle management plan (a.k.a. Roadmap) for all systems of responsibility.  Responsible for working with customers and team to create “strategic vision” for area of responsibility.  Stays current on new developments in technology.
• Ensures compliance with federal, state, and local standards, codes, design, and regulation (e.g. HIPAA, HITECH, SARBOX, PCI, etc.)
• Work with end users to develop downtime procedures.

REQUIREMENTS

• BA/BS Degree, in a technology related field or other degree.
• Preferred 3 year minimum experience in building and specifying mission critical business applications.   Preference given to healthcare related experience.
• Strong verbal and written communication skills. Must be able to communicate effectively and confidently with users, team members and management. Must be flexible and willing to undertake a wide variety of challenging tasks.
• Strong facilitation skills. Must be able to elicit requirements from various personalities across organizational and geographical boundaries.  Proven experience at driving consensus across multiple stakeholders.
• Process driven analysis skills and a background in various requirements elicitation methods.  Proficiency with Agile SDLC processes.
• Demonstrated ability to analyze technical problems, identify and prioritize resolutions based on business needs.
• Demonstrated ability work within defined, but not well-established, guidelines and procedures.

This is a Full Time position.

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DESCRIPTION/OBJECTIVE

The Vice President Account Management leads the account management and data specialist function (client service representatives, client service manager, account managers I and II) with the primary goal to retain and grow the existing client base in all business lines as well as client segments.  The VP will hire, assign, train, monitor performance and coach the above mentioned staff.  Additional responsibilities include contract compliance issues, upsell opportunities, at risk clients and client retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Applicants must meet the following requirements in order to be considered for the position.

• Support, communicate, and reinforce Beryl’s mission, values and culture. 
• Manage and lead the account management and data management staff to the highest level of performance by selective hiring, proper assignments, measureable goals, performance coaching and on-going training and development.
• Assist in resolving client issues by coordinating interdepartmental efforts, being innovative and negotiating solutions.
• Leads expansion opportunities with the assigned account manager, assuring that compelling proposals are delivered, strong presentations are made and all essential staff is engaged around the opportunity.
• Develops and maintains the expense budget for account management.
• Develops and monitors the annual up-sell quota for account management team.
• Review and provide strategic insight into client reports.
• Recommend strategies that will assist in achieving maximum penetration within existing client base.
• Provide leadership to “at risk” committee.
• Understands and consistently works with team to articulate Beryl’s value proposition.
• Develop relationships with key clients, bringing in Senior Leadership Team where and when necessary to cement and improve relationships, ensure retention, and help position additional products. 
• Remain up-to-date on current healthcare issues that could affect any of Beryl’s business or the clients Beryl serves.
• Responsible for providing team leadership to a customer-focused team who ensure that customers are satisfied, and their needs are fulfilled.
• In accordance with organizational goals, provides direction to team on activities and behaviors. Identifies and analyzes problems; plans tasks and solutions.
• Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.
• Recommends changes to improve efficiency and effectiveness.
• Recognizes team on accomplishments and achievement.
• This position will make recommendations for hiring, performance evaluation, training, work allocation, and problem resolution.
• Mentor and motivate team members to enhance skill level as part of the management succession program.
• Maintains and monitors records and reports pertaining to team performance.
• Recruit, hire, train staff, supervise, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action.
• Coach and motivate direct reports and provide feedback to ensure performance objectives are being met.
• Maintains positive morale through effective motivation, communication and leadership.
• Communicates important information through team meetings, letters and e-mail as well as providing daily support for job-related questions and approvals.
• Takes a leadership role in key committees and in planning/coordinating culture events and activities. 

REQUIREMENTS

• Bachelor’s degree is required, graduate level preferred, with a preferred major of business, marketing, or healthcare.
• Management level experience in account management or sales in healthcare.
• Full understanding of hospital organizational structures.
• Proven track record of managing and motivating a team of account managers.
• Consultative selling experience.
• Ability to evaluate data and make informed decisions or draw conclusions that will positively impact Beryl’s client facing business model.
• Ability to assess client communication, information and reports to identify concerns and opportunities.
• Experience in and ability to present business solutions and sales strategies to top level executives in the healthcare industry.
• Strong project management, time management and organizational skills.

This is a Full Time position.

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PRIMARY FUNCTION

Selected candidate will have direct responsibility for the day-to-day operations of a team of advisors, including client satisfaction; coaching, motivating and ensuring that all quality standards are met. This position is also responsible for the development of a climate of superior customer service, and a high performing staff.  Supports positive morale in a changing environment.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

Applicants must meet the following requirements in order to be considered for the position.

• Responsible for providing team leadership to a customer-focused team who ensure that customers are satisfied, and their needs are fulfilled.
• Provides day-to-day supervision to a group of Call Advisors to maintain service level goals and performance objectives.
• In accordance with organizational goals, provides direction to team on activities and behaviors. Identifies and analyzes problems; plans tasks and solutions.
• Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.
• Recommends changes to improve efficiency and effectiveness.
• Recognizes team on accomplishments and achievement.
• Monitors calls and gives feedback to increase quality.
• This position will make recommendations for hiring, performance evaluation, training, work allocation, and problem resolution.
• As appropriate to the position, participates in the development of operating goals and objectives for the unit; recommends, implements, and administers methods and procedures to enhance operations.
• Lead the team in customer resolutions with optimum turn around times.
• Mentor and motivate team members to enhance skill level as part of the management succession program.
• Maintains and monitors records and reports pertaining to team performance.
• Recruit, hire, train staff, supervise, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action.
• Monitor & observe calls and provide timely feedback to ensure quality standards and compliance with policies and procedures.
• Coach and motivate direct reports and provide feedback to ensure performance objectives are being met.
• Be the primary point of contact for team member questions, issues and escalations.
• Maintains positive morale through effective motivation, communication and leadership.
• Communicates important information through team meetings, letters and e-mail as well as providing daily support for job-related questions and approvals.
• Coordinate efforts with other Team Leads to ensure consistent call coverage.
• Takes a leadership role in key committees and in planning/coordinating Center events and activities.
• Set the example of the Beryl Spirit and other core competencies to all Beryl coworkers.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor’s degree or 2+ years call center supervisory experience.
• Specific experience to include leadership skills and customer service experience in a call center environment, and a demonstrated positive approach to employee development, and conflict and problem resolution.
• Proficient in Microsoft Office Suite of products to include Word and Excel.
• Highly developed written and verbal communication skills.  Tactful and diplomatic coaching style required.
• Effective organizational/time management skills.
• Flexibility to work any shift.
• Bilingual - Spanish

This is a Full Time position.

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DESCRIPTION/OBJECTIVE

The Clinical Product Manager provides clinical direction on all business aspects of his or her assigned products, including identifying target markets, business needs, features and functions, operational requirements and profit margins. He or she works very closely with the product manager responsible for assigned products and the SVP, Product Management to help define and execute on Beryl’s product strategy.  This person also works very closely with the SVP, Market Development and assists as required for sales and account management initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Applicants must meet the following requirements in order to be considered for the position.

• Responsible for the development of products which utilize professional skills and established concepts, principles, and practice to provide healthcare and tele-nursing services including, but not limited to, health information, health education, healthcare assessment and triage. 
• Responsible for Beryl policies involving the licensing of Registered Nursing programs and an RN’s legal authority to provide telephone nursing advice and/or nursing telephone triage services.  Including, The Business and Professions Code, Nursing Practice Act which provides the authority for registered nursing practices.
• Responsible for assisting in the development of Beryl’s long term product strategy, as well as development and execution of annual goals.
• For assigned products, responsible for clinical guidance on all items on the Beryl Product Roadmap and coordinating with other Beryl departments and functions to ensure products get delivered in a timely fashion.
• For assigned products, works with Product Manager to identify, coordinate and manage research and analysis required for market sizing, product potential, competitive analysis, product ROI and product margin.
• Assists Product Manager in educating Senior Leadership Team and other Beryl departments on Beryl product strategies and offerings.
• For assigned products, ensures strict adherence to Product Management processes concerning life cycle management and ensures new products are brought to market consistent with Beryl’s PM philosophy.
• Key liaison with marketing and signs off on targets, messaging and campaign approaches for assigned products.
• Works with clients, prospects, third parties and Beryl client-facing staff to understand business issues and define products and services to address those issues.
• Provides direction to development resources including those in IT, operations and training.

REQUIREMENTS

• Clinical certification (MD or RN preferred, LVN, MA will be considered)
• Bachelor degree required, MBA preferred; and more than 5 years related experience; or equivalent combination of education and experience.
• Demonstrated success is developing and growing business, especially through new product development.
• Broad healthcare industry knowledge and experience a plus.
• Ability to work well and collaborate with senior leadership and client facing teams.
• Demonstrated ability to successfully lead teams of both internal and external resources.
• Demonstrated ability at relationship development and management with external organizations.
• Highly developed presentation, written and verbal communications skills.
• Effective time management/organizational skills.

This is a Full Time position.