Delivery Manager II - EMS

Role overview Manage customer relationships and service delivery for managed solutions in a healthcare setting. The role aims to improve customer adoption, satisfaction, retention, and performance by coordinating implementations, resolving service issues, and monitoring agreed quality measures. It combines account support, project coordination, and team guidance, with travel of approximately 20% potentially required.

Responsibilities - Build customer relationships and encourage effective use of managed service offerings. - Respond to customer and colleague escalations by phone, email, or on site, coordinating investigation and resolution of product issues. - Monitor customer quality measures, address results below target, and escalate when appropriate. - Plan outreach to re-engage customers and improve key performance indicators. - Lead new-customer implementations, coordinate project phases and launch schedules, and align cross-functional teams and staffing. - Prepare and deliver customer presentations, mentor teammates, and identify process, resource, and product improvements.

Requirements - Bachelor’s degree or two years of relevant healthcare experience. - Experience in project management, customer success, training, or customer service. - Background working as a lead resource in a collaborative team environment. - Strong organization, planning, time management, and ability to manage competing priorities. - Clear written and verbal communication, including confident phone skills and customer-facing presentation ability. - Analytical and problem-solving ability to identify incident causes, gather information, and help customers improve efficiency and results. - Working knowledge of Microsoft Office, including Excel, Word, and PowerPoint. - Sound judgment, accountability, and integrity when handling sensitive information.

Benefits and work setup Travel may be required, estimated at about 20%. The listed hourly pay range is $32.21–$43.26. Benefits described include health, vision, and dental insurance, accident and life insurance, a 401(k) match, paid time off, and education reimbursement.