Overall Responsibilities for Partner Services Coordinator

• Provide help to users by researching and answering questions; troubleshooting problems; optimizing software performance.
• Provide outstanding Partner Service, including timely, concise and accurate responses, proactive Partner Issue management, while handling all Partner requests in a professional, positive, and dignified manner.
• Provide training and consultation, as needed, on functionality in the software.

Success Defined for Partner Services Coordinator

• Resolve Partner tickets associated with Partners in a quality fashion.
• Respond to all Partner tickets within SLA & BSA timelines.
• Communicate with the Partner on the progress of resolving their support ticket(s).
• Proactively contact Partners via email and phone in support of resolving tickets.
• Ensure all support and communication is logged into the Credible support system.
• Actively track time spent while documenting and updating status within Credibles Ticket Tracking software for each support ticket.
• Provide exemplary support and knowledge of Credible proprietary software for successful utilization and optimization for Credible Partners.
• Coordinate support actions with Account Management and carry out action plans as necessary.
• Coordinate across departments as needed.
• Support software Implementation and Installation teams.
• Additional duties as assigned.

Initial Key Drivers for Partner Services Coordinator

Learn and master Credible's Software including:

• Partner configuration.
• Data Dictionary interface.
• Clinical interface.
• Billing configuration and troubleshooting.
• Form Builder.
• Mobile module.
• Electronic Prescription, eMar and eLabs.
• Custom Query Builder.
• Credible Business Intelligence reports.
• Portal functionality including Client, Provider and TASK Ticket portals.
• Meaningful Use configurations and certifications.
• Security and reporting matrixes.
• Inpatient Module.
• Managed Care Module.
• Additional software functionality and services as they are developed.

Provide Partner support via:

• Manage Partners tickets via Credibles Tasks system to handle technical issues, answer questions, and manage feature requests.
• Participate in phone support calls utilizing web meeting software.
• Efficiently manage tickets by following Credible process and procedures.
• Complete accurate documentation of support calls following outlined documentation standards.
• Thorough time tracking of support provided to Credible Partners.
• Interaction with the Credible Development Team to explain reproducible software errors/bugs and/or inefficiencies (verify, reproduce errors, document errors, track corrections).
• Complete regression testing prior to Credibles releases and proactive communication of release features to Partners.
• Enter information into multiple screens while listening to information from Partners.
• Assist other departments in training, configuration, documentation creation or troubleshooting as needed and necessary.
• Other duties customarily associated with Partner Services Coordinators, as well as other duties as necessary.

1. Through an email, list out the steps for a Partner to attach a file to an email and forward it to you and employee, Sam Stone, another Partner Services Coordinator.

2: Your new Partner that was just implemented calls you at 5pm on a Friday and they are having trouble understanding how to get their billing out the door, and if they dont get their claims billed within the next 45 minutes then they risk not getting paid and being able to make payroll. You know they receive only two hours of support help per month and they are already at 1.75 hours prior to you getting their call. How would you handle this situation?

1. Please share a company whose Customer Support reputation and strategy you most admire.

1. Why? What do you believe is their secret sauce?

2. Where can they still improve in your opinion?

3. How have you tried to introduce similar concepts, activities, and strategies into your own teams and personal work experiences.

1. When hiring a Customer Service Representative, what do you believe to be:

1. The most important thing to screen for?

2. The most over-rated thing ?

3. The hardest?

4. The most under-valued?

1. You can pick three metrics to put up on big monitors all around your teams workspace that will help everyone succeed. For the Partner Services Coordinator role, what do you believe those metrics should be and why?

2. For most jobs there is the theoretical way something gets doneit is nice, neat and tidy. And then the real world way it gets done. For the role of a Partner Services Coordinator, as best as you can surmise, can you draw a flowchart of how both would look?

1. How does the real world differ and how can you manage for those differences in your daily work?