Client Solution Consultant I - Medxcel

Medxcel is here to lead the transformation of healthcare facilities management by incorporating a new approach to providing services. Created by healthcare, for healthcare, we have a dedicated focus on our people and customers, as well as providing tools, processes, support resources, data analytics and insource strategies that drive results.

The Client Solution Consultant, supports business objectives and goals into technology solutions and applications development to enhance Medxcel’s user experiences within the cloud based infrastructure and field service hardware
solutions. He or she will collaborate with and support a region to help ensure technology capabilities are aligned with business strategies. The Solution Consultant supports IS with assessing internal customer needs, and helps develop
plans for new products, services, and practices that are suited to the current and future needs. This individual will act a liaison between business, technology, and support services teams.

He or she will support the delivery of key messages to assigned regions by collaborating with operational and technical initiatives in support with internal communications for standardized messaging, adoption, and engagement. The right person will support the Client Experience Center by becoming the subject matter expert on processes that impact their region and advocate on their customer’s behalf for greater alignment and improved service delivery.

This position will be located at Medxcel's Central Office- Indianapolis, IN. 

Technical Solutions Liaison

• Help drive alignment of technology roadmap with project initiatives; align roadmap with business unit objectives and internal technology standards.

• Coordinate technology and solution confirmation and fit/gap assessments in collaboration with assigned region. 
• Synchronize communications in collaboration with technology leadership and key stakeholders on status, issues, and decisions to influence outcomes. 
• Support key business implementation plans including communication strategy, training strategy, support strategy, and user acceptance.
• Support communication efforts for greater success for rollout of new technology concepts and processes.
• Partner with IS to right size solution enhancements, hardware delivery and inventory control per assigned region.

Internal Customer Relationship Management

• Partner with field leadership to serve as a point of contact for IS, CEC and other support functions in CO. 
• Support process improvement plans in the CEC for successful execution and adoption by understanding internal customer needs. 
• Develop key relationships to help advocate for field service operations by engaging leadership, and aligning with operational cadences. 
• Become Subject Matter Expert of assigned region and support all technical and customer facing tasks by attending meetings or traveling to various ministries. 

• Support the roll out of client initiatives within assigned region by understanding Medxcel FM’s Customer Engagement procedures and strategies. 
• Manage expectations and support communication with key stakeholders.  
• Interact with peer group to identify processes and best practices and implement change. 

Client Solution & Experience Center Support

• Back-up Client Solution Center by supporting provisioning tasks, handling calls when needed, and escalating application requests that are not resolvable. 

• Support the Client Experience Center during system outages by acting as liaison between CEC leadership, and key stakeholders. 
• Back up to Client Solution Center Manager and other consultants when needed. 
• Become an advocate to CEC business processes for internal customers by providing input and suggestions for process improvement initiatives while staying aligned with the strategic direction of the Client Experience Center.

Education: 

• Bachelor’s degree or equivalent experience -required.
• 3 years of help desk support or customer service related experience with at least 2 years of project coordination preferably with a focus on technical and functional solution delivery -required.

• Experience supporting multiple initiatives with a technical focus -preferred.
• Experience coordinating business and process analysis and to help identify areas for improvement using technology -preferred.

Experience: 

• Ability to effectively communicate in a cross-functional environment (IT, Operations, HR and Finance) -required.
• Proven to fully execute projects to completion -required.
• Ability to work under pressure and manage multiple competing priorities while maintaining composure -required.
• Ability to develop key strategic relationships to drive success of company and customer initiatives -required.
• Acute attention to detail and quality control; strong written and verbal communication skills -required.

• Ability to understand and internalize business processes to work on a cross-functional team to help coordinate system configurations to support those processes -required.

• Creative, strategic, and analytic thinker who can manage multiple priorities and concurrent deadlines -preferred.
• Experience communicating with all levels of an organization including senior or executive levels -preferred.
• Working knowledge on change management best practices -preferred.

Competencies:

• Must have understanding in a field service organization preferably in a healthcare setting.
• Must have knowledge of software applications such as Microsoft Office suite, including Visio, Project, and CRM.
• Must have working knowledge of various CMMS solutions. 
• Must have knowledge in customer relationship management and process improvement best practices. 

• Must be available during non-business hours and have ability to travel when needed. 
• Must be a self-motivated, innovative person with analytical, problem solving, organizational, and interpersonal skills with the ability to adapt to changes and new ideas.

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