APPLY ONLINE

DEPARTMENT

Workforce Management  

DESCRIPTION/OBJECTIVE

This position will be responsible for the analysis of the key factors driving staffing and labor costs. Strong analytical skills and the ability to work independently are essential for this function. The analyst makes decisions based upon the data collected, and reports the impact of such decisions. Needs to be proactive in determining long and short term staffing needs and the allocation of those resources to achieve business service levels.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned. Creation of all short, medium and long term forecasts and planning exercises, which will cover all lines of business and will include (but not be limited to) call volumes, handle times, resource requirements and capacity thresholds. Creates updates and maintains databases to ensure staffing efficiencies. This is accomplished by analyzing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain business service levels.

• Analyze and determine best time to conduct off-line activities while maintaining service/productions levels.
• Attends staff planning meetings, facilitates daily meetings to discuss results for previous day and plans for current and future days. Documents and recommends improvements of workforce management processes.
• Generate and release associate schedules and participates in the creation and implementation of new scheduling strategies
• Designs schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non-phone work queues. Update associate preferences in IEX to ensure schedules are generated.
• Provides detailed analysis and recommendations for staffing levels during special events, such as holidays

Develops skilling strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rates Generate forecasts on a daily, weekly, monthly, and annual basis at a national level and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions. Creating ad hoc reports for workforce planning and forecasting Track shrinkage factors and utilize in daily forecasts. Identify call volume trends and averages on a monthly and quarterly/seasonal (when necessary) basis Planning for all capacity and resource related activities and ongoing forecasts and new hire activities Manage all functions of WFM when Manager is not present.

REQUIREMENTS

High School Diploma or general education degree (GED), with some college preferred Minimum 2 year workforce management and/or reporting and analytics experience in a call center environment, forecasting and/or capacity planning preferred Strong analytical skills and ability to present information in an understandable format Extensive knowledge of Workforce Management planning software, IEX preferred Extensive knowledge of CMS Understanding of call center software tools and programming requirements (e.g., CMS modifications, vector scripting) a plus Experience using all Microsoft Office products, intermediate to expert Excellent written and verbal communication skills Effective time management/organizational skills Knowledge of the healthcare industry preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Prolong utilization of workstation tools, including computer monitor, keyboard and telephone. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit, talk and hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

APPLY ONLINE

DEPARTMENT

Information Technology 

JOB SUMMARY:  

The Director of Technology & Infrastructure:

1. develops and implements the overall Technology and Infrastructure  multi-year strategy in support and alignment with the IT Vision and Mission and Company Vision and Goals,
2. develops, organizes and leads the annual goals, objectives, initiatives, and budgeting (capital and expense) for the Technology & Infrastructure team to deliver high performance, availability and security for the IT systems and infrastructure, 
3. recommends, designs and implements best practice processes (e.g. ITIL) using available automation, monitoring, tools, and industry standard metrics, 
4. leverages, negotiates with, leads and manages vendor and other 3rd party relationships, licensing, contracts to implement efficient and cost effective people, process, information, and technology solutions in the areas below, 
5. serves as a key external customer (i.e. Beryl clients) communication lead for implementations and client technical configurations, and 
6. leads and manages a 7 person team performing the day-to-day operations and support for:

• 350+ end users with desktops, laptops, WYSE terminals, and PDAs (250 call center agents, 100 support staff, Blackberry and other devices),
• Core infrastructure systems (VMWare, HP Blades, MS Operating Systems, MS Office, Exchange Email, Terminal Services, MS SQL, Compellent SAN, Barracuda Backup, Antivirus, Blackberry Enterprise Server, etc.) supporting 30-40 client server and web applications for 350 internal users and 1500+ external customer user.  The Beryl IT Goal is to reduce its Infrastructure Total Cost of Ownership (TCO) and ‘house’ up to 70% of its application infrastructure in the Salesforce.com ‘cloud’ and the remaining 30% in a future commercial Data Center.  The Beryl core business applications are currently being rearchitected in the Salesforce.com platform and will be completed by late 2013.  The current infrastructure is being ‘housed’ in an on-premise Data Center.
• On-Premise and Off-Premise Data Center Operations including environmental controls, Disaster Prevention, Recovery and Business Continuity.  The Director will evaluate the optimization of our Data Center Operations and may include moving the majority of our ‘non-cloud’ infrastructure to a secure commercial Data Center.
• Local area network (LAN) and external FTP connectivity (wired and wireless; Cisco equipment; 1 central location in Bedford), 
• Telecommunications/Call Center infrastructure (Avaya, NICE, IEX, Symon, XO Communications) for 24/7/365 availability
• Enterprise Technology & Infrastructure Security including governance, information security, application security for internal and external users, physical security, education, and Federal and State laws and regulations (e.g. HIPAA for Personal Health Information (PHI) management).  The Director will work closely with the Beryl HIPAA Officer (non IT staff member) on this and will lead the technology components of security.

The Director works closely with other direct reports of the CIO (IT Leadership) on a regular basis to establish the overall IT strategy and direction.

ADDITIONAL RESPONSIBILITIES:

The responsibilities include, but are not limited to the following:

• Research, define, manage, and monitor  capital and expense budget/actuals related to servers, storage, PCs, telephony, data center and all associated costs.  This includes the responsibility for procuring IT equipment (servers, network components, PCs, client software, printers, PDAs, etc.)
• Maintain relevant and current documentation on all platforms within the data center in concert with other IT teams.
• Manage server patching and protect the integrity of the environment by managing the threat from viruses, spyware, spam, and rogue devices attached to the network.
• Responsible for the Level 1 Service Desk (initial customer contact via phone, fax, e-mail, walk-up, word-of-mouth, etc.).  - Acts as the escalation point for internal customers that have unique needs or are concerned about service and/or satisfaction issues.  Ensures customers are being followed up with and have frequent communication with regard to their trouble ticket status. 
• Responsible for Level 2 Technician Teams (field repairs, new PC builds, etc.). 
• Responsible for client software and server operating system image, installation, and patch management.
• Manages AD, DNS, DHCP and other shared network resources. 
• Regularly communicate and present relevant information to company senior management

LEADERSHIP RESPONSIBILITIES:

• Sets the example of Beryl’s Core Values for all coworkers.
• Evaluates co-worker performance and makes coaching recommendations; motivates co-workers to achieve peak productivity and performance.
• 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 quality, and productivity goals.
• Recognizes team on accomplishments and achievement.
• Mentor and motivate team members to enhance skill level. 
• Maintains and monitors records and reports pertaining to team performance

POSITION REQUIREMENTS

• 4-year degree in an engineering or computer science discipline or equivalent experience 

• 5 years Technology and Infrastructure Management experience (including, but not limited to – Data Center Management and Service Desk/Help Desk Support
• Excellent verbal and written communications skills, previous leadership, management and supervisory experience, and excellent time management abilities.  
• Should demonstrate initiative, exercise good judgment, and have the ability to achieve results through others.
• Very strong conceptual, analytical, judgment and communication abilities are critical.
• Strong Project Management background and experience; PMP is optional

APPLY ONLINE

DEPARTMENT

Customer Solutions

DESCRIPTION/OBJECTIVE

A competent, dependable individual who accepts responsibility for the electronic scheduling of ancillary department patients including Radiology and other departments as required. Executes independent judgment to effectively interact with ancillary departments, clinic staff, physicians, and patients. Schedules procedures for patients of all ages from infants through geriatric.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following.  Other duties may be assigned.

• Answers incoming telephone calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
• Asks appropriate questions and gathers information to determine customer needs.
• Possesses knowledge of HIPAA regulations.
• Accurately enters alpha and numeric data via computer keyboard into an automated system.
• Use critical thinking skills to identify if a patient needs to be triaged based on caller’s symptoms.
• Schedules appointments based on very specific qualifications and requirements, obtains current and accurate demographics and insurance information in order to schedule the appointment   and collects insurance information.
• Document all call information that pertains to booking appointments; this includes inability to book appointments, troubleshooting steps, final problem resolution, or any desired action taken by members of the escalation groups.
• Ability to multi-task and use critical thinking skills to resolve client and caller issues in an effective and efficient manner.
• Able to utilize and navigate through multiple applications.
• Demonstrate established customer service behaviors and standards by treating all clients with courtesy, dignity, respect and professionalism.
• Communicates effectively and professionally with internal and external contacts.
• Supports and demonstrates ongoing commitment to quality principles.
• Attends recurrent training sessions to ensure the client knowledge is current.
• Assist training department in development of training documentation and assist where appropriate in internal training. 
• Assists with call back projects as needed.
• Supports other business needs as required.
• Attention to detail required.

REQUIREMENTS

• High school diploma or general education degree (GED); with some college and one year related experience and/or training in radiology preferred.
• Minimum of one (1) year of experience in hospital or ancillary scheduling office preferred.
• Specific experience to include one (1) year of customer service experience.
• Highly developed written and verbal communication skills, to include proper grammar, spelling and sentence structure.
• Accurate touch typing with a minimum speed of 30wpm.
• PC Literate in a Windows environment.
• Bilingual Spanish skills and healthcare knowledge a plus.
• Must be able to work a flexible schedule.

APPLY ONLINE

DESCRIPTION/OBJECTIVE

Provide accurate and professional information to callers on behalf of hospital client, physician searches, class enrollments, service information, assisting with information updates, and other business directives, as needed in a 24 hour/7 days a week environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following.  Other duties may be assigned.

• Answers phone calls from hospital patients to proved customer service regarding physician referral, class registration and other healthcare related topics
• Communicates effectively and professionally with internal and external contacts.
• Meets and supports call center service goals and business objectives by meeting report card standards.
• Meets attendance standards to support operational goals.
• Follows proper protocols and specific client requirements.
• Accurately searches for a physician based on very specific qualifications and requirements.
• Provides accurate and thorough information regarding physicians, classes, seminars, screenings, hospital services, or general information about a hospital.
• Processes enrollments in requested event and provides all related information to caller, credit card processing may be required as well.
• Attends recurrent training sessions to ensure the client knowledge is current.
• Communicates data errors and updates to our Customer Relations Department by sending an Advisor-to-Supervisor Message (ASM).
• Assists with call back projects and/or completes online updates for a specific client.
• Completes online appointment requests.
• Researches and corrects call management errors and places call backs as needed.
• Completes client research projects and assists with creating training manuals for new projects.
• Participates in a focus group for client visits, as needed.
• Supports other business needs as required.         

REQUIREMENTS

• High school diploma or general education degree (GED).
• Specific experience to include one year of customer service experience.
• Highly developed written and verbal communication skills, to include proper grammar, spelling and sentence structure.
• Accurate touch-typing with a minimum speed of 30wpm.
• PC literate in a Windows environment.
• Bilingual, Spanish skills and healthcare knowledge, a plus.
• Ability to work a flexible 24/7 schedule.

APPLY ONLINE

DEPARTMENT: The Systems Group

DESCRIPTION/OBJECTIVE:

Responsible for all activities related to the design, configuration, management and support of telecom equipment and systems for Beryl’s in-bound and out-bound Contact Center, including, telephony technology (Avaya), recording technology (NICE), Call Center and customers. 

This position provides technical expertise and support to all business and IT sponsored telecom projects and is responsible for all on-going maintenance, installation and configuration of hardware and software components, servers and network infrastructure around telecommunications equipment. 

This role serves as a partner to Beryl’s Operations, Sales, Clients, Account Management and Implementation Teams and as such must demonstrate strong customer service and client interaction skill sets. 

Key performance indicators to include system performance and system availability.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Will work across multiple IT disciplines including telecom, networking, systems and desktop administration.
• Will support an in-bound contact center serving multiple clients, each with multiple toll-free and local phone lines.
• Will support multi-platform technologies including Avaya, CCE, AES, CMS, Audix, Symon, IEX, NICE and AT&T RouteIT in a complex Contact Center environment, which includes, installing, troubleshooting, repairing and maintaining telecommunications equipment.
• Assists with analysis of technical problems and identifies and prioritizes resolutions based on business needs.
• Provide technical expertise and advice on tasks related to infrastructure projects, with regards to business continuity and disaster recovery.
• Forms strong relationships and partnerships with Telecom providers (AT&T and Verizon) , LEC’s, CLEC’s and wireless.
• Responsible for the coordination, installation, configuration, operation and on-going maintenance for all Beryl toll-Free number services, T1 and DS3.
• Provide 24 X 7 support for the telephony infrastructure environments, including on call support.
• Work closely with Operations, internal customers, external clients and outside vendors to effectively plan, deploy and maintain telephony infrastructure.
• Works closely with Beryl’s internal client management teams to advise on call center technology ensuring client customization, specialized routing, multiple lines and customization as necessary.
• Work closely with all necessary departments to ensure smooth integration of all products into the telephony environment.
• Provides for consulting with other departments to provide technical guidance and assistance in identifying ways to leverage technology, improve business processes, and implement solutions where they will yield cost efficiencies and/or competitive advantages.
• Responsible and accountable for the implementation and support of customer voice and data
  applications and support advanced routing.
• Provide technical support and coordination with the on-site system administrators and solve
  technical and operational problems.
• Will support the Blackberry Enterprise Server and Blackberry PDA’s as well as other wireless telephones and network devices.

REQUIREMENTS:

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

• Absolutely must have 5+ years experience with telecom/carrier and telephone protocols, design, development and deployment along with industry experience in call center management working with switch technology, hardware solutions, quality management and workforce management systems.
• Advanced knowledge of Avaya equipment and software, including 87xx switch platform, AES, CCE, Audix and CMS. 
• Experience with enterprise voice recording systems, preferably NICE Perform.
• Experience with workforce management solution, preferably IEX TotalView.
• Absolutely must have experience prioritizing and managing multiple clients, projects and requests in a self-directed work environment.  
• Must have 5+ years of experience working with a telephony infrastructure including VoIP.
• Bachelors degree or equivalent combination of education and experience.
• Demonstrated ability to analyze technical problems, identify and prioritize resolutions based on business needs.
• Demonstrated competence to select work methods or procedures when given latitude of alternatives in carrying out tasks.
• Effective verbal and written communication skills.
• General knowledge of Microsoft Office product suite, LAN components, wiring, routers, switches, NICs, Microsoft Server 2003, communications protocols (TCP/IP, G.711, G.729, SIP, MPLS, QoS).
• Experience in maintaining a Blackberry Enterprise Server and provisioning Blackberry PDA’s.
• Microsoft, Avaya, Cisco, HP, Dell, NICE or IEX certifications is a plus.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; talk and hear.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock.  The noise level in the work environment is usually moderate.

This is a Full Time position.

APPLY ONLINE

DEPARTMENT: Training

DESCRIPTION/OBJECTIVE:

As a member of a self-directed work team, this position will provide training consultation and support to internal and external Beryl customers by designing, planning, organizing, creating delivering and measuring the effectiveness of training modules/learning solutions for instructor-led, online and blended environments as well as written/electronic job aides.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop training plans for internal and external clients.
• Design, develop and maintain multi-purposed courseware using accepted Instructional Systems Design Methodology using a variety of industry tools.
• Develop criteria for all four levels of training evaluation (reaction, learning, behavior, results).
• Develop interactive, multimedia courseware.
• Integrate e-Learning with a Learning Management System
• Develop and maintain subject matter expertise in all Beryl training programs and Beryl’s call handling applications.
• Deliver/Facilitate training sessions as appropriate.
• Compile application design recommendations that support call handling improvements.
• Establish and maintain current SOPs for the Training function.
• Collaborate with internal departments and external Clients to identify client needs and develop training strategies to support them in a professional and effective manner.
• Create professional development initiatives to support continued employee growth.
• Develop training modules that Beryl can offer to clients on a retail basis as a Beryl "product or service."
• Lead cross-functional project teams.
• Mentor other training professionals.

REQUIREMENTS:

• Advanced degree or certification in Performance Technology or Instructional Design.  
• 7-10 years of progressive instructional design experience, including elearning.
• CPLP preferred.
• Call center experience preferred.
• Healthcare experience preferred.
• Familiarity with Salesforce.com preferred.
• Familiarity with variety of technologies including Adobe Captivate and WebEX.
• Documented experience in building and executing learning strategies.
• Proven experience with Instructional Design and performance consulting in cross-functional environments and the ability to drive metric improvements. 
• Ability to convey the complex instrutional design concepts to internal stakeholders in a manner that they can understand and support.
• Ability to collaborate and estabilsh credibility with busy, non-training professionals.
• Strong leadership and employee relations skills.
• Highly developed verbal and written skills. 
• Ability to successfully manage multiple large scale projects.
• Strong facilitation and presentation skills.
• Proficient in Microsoft Office suite of products (Word, PowerPoint, Excel).
• Possess high energy level, initiative and sense of humor.
• Keeps current on industry practies and trends.

This is a Full-Time position.

APPLY ONLINE

DEPARTMENT: Post-Discharge Services

DESCRIPTION/OBJECTIVE:

Selected candidate will oversee the daily activities of a team of nurses and non-clinical advocates. Manage a team of co-workers who facilitate outbound calls to individuals 24-72 hours after an inpatient visit to assess their understanding of discharge instructions, ensure compliance and escalate appropriately. Oversee the staff assessment of patient needs, adherence to facility specific protocols and quality of conversations regarding their inpatient experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Adapts own behavioral and communication style to gain cooperation of managers, co-workers, peers and patients.
• Build a culture of performance where individuals are enthusiastic about the team and achieving their goals.
• Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions.
• Process exception items, resolve complex issues, review and recommend system modifications, conduct quality reviews, and monitor daily business.
• Identify training needs and ensures training is scheduled in sync with the business and produces intended results.
• Provide daily coaching and feedback, recognize and reward accomplishments and contributions, introduce new processes and procedures, and track performance to achieve set goals.
• Consistently searches for ways to improve team or work group's customer service results
• Promotes open participation, teamwork, and communication within department and throughout the organization.
• Understand the vision and direction of the Beryl Companies then effectively communicate/model this vision in every interaction with all Beryl customers and employees.
• Track and develop talent within your team to prepare and produce future leaders. 
• Maintain a positive outlook in difficult situations, while dealing constructively with mistakes and setbacks.
• Facilitate meetings, drive process improvement and meet deadlines related to deliverables.
• Provide a clinical perspective and advisement to staff, peers and other departments to support the common goal.

LEADERSHIP:

• Will set the example of Beryl’s Core Values for all coworkers.
• Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with quality, and productivity goals.
• Will evaluate co-worker performance and make coaching recommendations; motivates co-workers to achieve peak productivity and performance.
• In accordance with organizational goals, provides direction to team on activities and behaviors. 
• Identifies and analyzes problems and plans tasks and solutions. 
• Recognizes team on accomplishments and achievement.
• Mentor and motivate team members to enhance skill level. 
• Maintains and monitors records and reports pertaining to team performance.

REQUIREMENTS:

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

• This position requires a RN Nursing Certification from an accredited educational institution.
• Must have excellent written, verbal, organizational, interpersonal management and communication skills and customer service experience in a call center environment.
• Minimum of 3 years clinical experience preferred in either emergency nursing, medical-surgical nursing, ambulatory nursing, pediatrics, or any adult or pediatric telephonic nursing.
• Demonstrated critical thinking, analytical and problem solving skills.
• Proficient in Microsoft Office Suite of products.
• Effective organizational/time management skills.
• Flexibility to work any shift.
• Bilingual - Spanish a plus.

This is a Full-Time position.

APPLY ONLINE

DEPARTMENT: Product Management

DESCRIPTION/OBJECTIVE:

The Director, Product Management works very closely with the SVP, Product Management to help define and execute on Beryl’s product strategy.  This person is seen as a key leader of the Product Management group and represents the team in multiple interdepartmental functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for assisting in the development of Beryl’s long term product strategy, as well as development and execution of annual goals.
• Responsible for items on the Beryl Product Roadmap and coordinating with other Beryl departments and functions to ensure products get delivered in a timely fashion.
• Works with clients, prospects, third parties and Beryl client-facing staff to understand business issues and define products and services to address those issues.  Manages user groups and any other external teams.
• Identifies, coordinates and manages research and analysis required for market sizing, product potential, competitive analysis, product ROI and product margin.
• Key liaison with marketing and signs off on targets, messaging and campaign approaches for all of Beryl products.
• Assists SVP in educating Senior Leadership Team and other Beryl departments on Beryl product strategies and offerings.
• 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.
• Provides day-to-day direction to product managers and assists them with strategic and tactical issues concerning the management of their products.

REQUIREMENTS :

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

• Bachelor degree required, MBA preferred; and more than 10 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.
• Experience in managing and developing staff
• 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 written and verbal communications skills.
• Effective time management/organizational skills.

This is a Full-Time position.

APPLY ONLINE

DEPARTMENT: Finance

DESCRIPTION/OBJECTIVE:

This coworker is responsible for providing accurate and timely financial information to business users.  This would include all GL activity and financial statement preparation,  oversight of the internal accounting system, the development and maintenance of meaningful account reconciliations, controls and procedures.  This coworker is also responsible for billing analysis and financial analysis, and special projects as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Prepares all monthly schedules and journal entries necessary  for reporting accurate and timely financial information.
• Prepares monthly financial statements and reports, while adhering to close deadlines.
• Reconciles all balance sheet accounts, and other general ledger accounts while thoughtfully analyzing reconciliation procedures and continually searching for improvements and efficiencies.
• Assists with monthly financial and billing analysis.
• Assists with schedules and analysis for annual audits, tax preparation, and any other special reporting as needed.
• Cross trains for other financial functions as needed (billing, pricing, benefit support, etc.)

REQUIREMENTS:

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

• Bachelor’s degree in Accounting; and 5+ years related experience and/or training; or equivalent combination of education and experience.  2+ years of Senior level accounting desired.  Masters degree and/or CPA is a plus.
• Knowledge of generally accepted accounting principles and cost accounting principles.
• A self-driven individual with a desire to continually learn and grow, to continually improve processes and create efficiencies, and a high standard of work.
• Strong oral and written communication skills
• Strong time management/organizational skills
• Ability to work some overtime as needed.
• Proficient with Microsoft Office Suite of products to include spreadsheets, e-mail, scheduling and accounting packages, (specifically Microsoft GP).  Working knowledge of Microsoft Access and databases a plus.

This is a Full-Time position.

APPLY ONLINE

DEPARTMENT: Sales

DESCRIPTION/OBJECTIVE:
This position develops new business opportunities using the telephone, web or through organizing networking events in coordination with the field sales representatives (RVPs).  The position requires presenting Beryl solutions to key health care organization decision makers.  Individual develops prospects and/or well qualified leads for the Beryl Regional Vice Presidents.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 
• Positions products over the phone to generate highly qualified sales leads
• Works closely with the regional sales Vice Presidents to effectively identify large opportunity sales
• Develops a pipeline of qualified prospective opportunities large enough to meet or exceed financial goals
• Achieves a weekly goal of customer leads and appointments as determined by the Senior Vice President of Sales
• Demonstrates the ability to close business over the phone
• Coordinates all lead, prospect and opportunity updates and reporting through SalesForce
• Mails marketing and sales collateral to prospective client.
• Meets or exceeds quarterly and annual quota objectives with no ceiling for earning potential
• Targets key IDN’s and Health Systems for educational events/activities/webinars/seminars
• Provide assessment positioning as part of the lead generation process
• Coordinate and host webinars
• Maintain a partnership with TBI to acquire potential lead generations
• Research and recommend alternate markets for increased market penetration

REQUIREMENTS:
• Bachelor’s degree required/MBA preferred healthcare business, technology, marketing, or related field.
• 2+ years of inside or outside sales experience/and or marketing. 
• Understanding of the healthcare delivery system with in-depth knowledge of the hospital market.
• Excellent verbal and written communication skills
• Goal Oriented
• Excellent Organizational, interpersonal, and presentation skills
• Proficient in the MicroSoft Office Suite of products

SUCCESS CRITERIA:
• High degree of daily discipline necessary to focus on the important activities that lead to highly qualified lead generation.
• Demonstrated skills in executive relationship development and management.
• Excellent customer skills and presence as demonstrated by a customer-focused attitude.
• Familiarity with consultative selling and negotiating techniques, exchanging accurate and relevant information.
• Strong personal computer skills including sales tools such as SalesForce.
• Demonstrated ability to manage sales leads. 
• High level of skill in verbal and written communications, including professional and confident telephone skills.

This is a full-time position.

APPLY ONLINE

DEPARTMENT: Sales

DESCRIPTION/OBJECTIVE:
The Strategic Account Executive (SAE) will focus on assigned corporate clients in the Enterprise segment.  The SAE will be responsible for the overall growth, retention and strategic planning with senior management at assigned clients.  Responsibilities include demonstrating Beryl’s value to clients and appropriately positioning Beryl’s services as viable solutions to assist clients in meeting their objectives.  Other responsibilities include, qualifying new products and services as well as delivery and interpretation of financial and trending reports on a quarterly basis and revenue recognition reports on an annual basis.  The SAE will assume ownership and overall responsibilities of Beryl business, including issue resolution and client satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Accountable for meeting and/or exceeding assigned sales objectives, maintaining existing products and services revenue and building new revenue streams through proactively engaging clients in upselling activities.
• Review complex client requirements and provide specific solution recommendations.
• Affectively articulate Beryl’s value proposition.
• Acquire and integrate healthcare industry knowledge related to general trends, emerging technologies, and competition.
• Partner with Enterprise clients through a strategic and consultative sales approach to understand client business needs, issues, and priorities.
• Create and maintain accurate account plans for review with senior leadership.
• Develop, in partnership with the client, strategic plans that ensure long-term retention.
• Deliver important messaging on a routine basis to include quarterly business reviews.
• Orchestrate resources and provide necessary leadership to deliver against client needs.
• Perform affective qualification techniques to quickly determine the scope of effort needed to retain specific clients.
• Maintain or increase client satisfaction levels.
• Possess intimate knowledge of Beryl products, processes, goals and values.
• Work with assigned accounts to expand and elevate Beryl’s relationships within organizations to the executive level.
• Meet with all assigned strategic accounts applying the Client For Life philosophy to ensure delivery of outstanding customer service aligned with the client’s business needs.
• Secure all contract renewals for assigned accounts and engage an internal expanded team as necessary.
• Pass new product qualified sales leads to new sales staff as appropriate.
• Manage and track all relevant communications with customers in Beryl’s CRM database.
• Provide standard monthly activity reports documenting results of defined activities and successes, to include but not limited to:
  • At Risk customer management within assigned accounts
  • Customer success
  • Progress in growing accounts through new business opportunities
  • Contract renewal management of assigned accounts
  • Revenue Reconciliation and account planning delivery and tracking
• Effectively share customer best practices with Sales and Business Development.
• Develop appropriate reports and follow-up to client visits or phone calls.
• Troubleshoot client issues related to call handling, report availability, service levels, data issues, strategic partners.
• Support the growth and activities of The Beryl Institute.
• Support the Client Advisory Council as appropriate.

Expectations for Behavior and Execution:

• Understand and consistently communicate the vision.
• Live by Beryl’s core values.
• Embrace our culture.
  • Open door policy
  • Sharing information, including the “why”
  • Participating in events
  • Supporting our “circle of growth” philosophy
• Build and support a partnership with Supervisor.
  • Be a sounding board on all issues
  • Tell Supervisor what you think
  • Speak in a single voice with Supervisor to the rest of the company
  • Use Supervisor appropriately to help manage existing customer relationships and to cross-sell additional products/services
• Build positive relationships with peers.
• Set reasonable deadlines for work.  Meet those deadlines or communicate effectively in advance of due dates to negotiate new dates.
• Hold team members accountable.  Make sure they understand what is needed to succeed and act appropriately if it is not being done.
• Use your talent wisely.  Be an executive voice of Beryl for our customers.
• Help Beryl continuously deliver “value” as a premium provider.
• Encourage team building with Account Managers.
• Provide assistance in involving Account Managers in revenue growth initiatives; help train as appropriate to deliver consistent cross sell messages.
• Maintain all confidences required of leaders at Beryl.

Personal Attributes:

• Maintain all confidences required of leaders at Beryl
• Excels at the development and maintenance of strong client relationships
• Attention to detail, instinctive, persistent, focused, well organized
• Posses superior communication skills both oral and written
• Strong relationship building and matrix management, strong team work
• Ability to operate at the highest levels within the client

REQUIREMENTS:  

• Bachelor’s Degree in Business Administration or 5 – 8 years career experience with a strong track record of success in a sales or account management role in healthcare.
• Experience and understanding of a strategic sales methodology. 
• Demonstrated strategic and analytical skills, as well as solid business acumen.
• Ability and experience in coordinating across multiple internal resources in support of client solutions.  
• Forty to fifty percent national travel, while being headquartered in the DFW Metroplex (Dallas/Fort Worth Texas). 
• Full understanding of hospital organizational structure, roles and the different goals of each position within the client organization.
• 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.

APPLY ONLINE

DEPARTMENT: Operations

DESCRIPTION/OBJECTIVE:

Provide accurate and professional information to callers on behalf of hospital client, physician searches, class enrollments, service information, assisting with information updates, and other business directives, as needed in a 24 hour/7 days a week environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answers phone calls from hospital patients to proved customer service regarding physician referral, class registration and other healthcare related topics
• Communicates effectively and professionally with internal and external contacts.
• Meets and supports call center service goals and business objectives by meeting report card standards.
• Meets attendance standards to support operational goals.
• Follows proper protocols and specific client requirements.
• Accurately searches for a physician based on very specific qualifications and requirements.
• Provides accurate and thorough information regarding physicians, classes, seminars, screenings, hospital services, or general information about a hospital.
• Processes enrollments in requested event and provides all related information to caller, credit card processing may be required as well.
• Attends recurrent training sessions to ensure the client knowledge is current.
• Communicates data errors and updates to our Customer Relations Department by sending an Advisor-to-Supervisor Message (ASM).
• Assists with call back projects and/or completes online updates for a specific client.
• Completes online appointment requests.
• Researches and corrects call management errors and places call backs as needed.
• Completes client research projects and assists with creating training manuals for new projects.
• Participates in a focus group for client visits, as needed.
• Supports other business needs as required.       

REQUIREMENTS:

• High school diploma or general education degree (GED).
• Specific experience to include one year of customer service experience.
• Highly developed written and verbal communication skills, to include proper grammar, spelling and sentence structure.
• Accurate touch-typing with a minimum speed of 30wpm.
• PC literate in a Windows environment.
• Bilingual, Spanish skills and healthcare knowledge, a plus.
• Ability to work a flexible 24/7 schedule.

This is a Full-Time position.