Job Description
Client Engagement Specialist
SUMMARY:
The Client Engagement Specialist, as a member of the Revenue Integrity
Operations (RIO) team, will focus on increasing client adoption of Craneware tools.
In this role, you will serve as a key resource ensuring clients successfully engage
with the products and that they are realizing the full potential of the solutions. This
will be accomplished through analyzing key performance indicators, discussing with
users how they are currently using our software, and providing education and
recommendations on how to maximize the potential of the software, as well as, other
product solutions which will enhance ROI and improve the client’s bottom line. This
position reports directly to the Professional Services Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following:
 Assess and analyze client key performance indicators to identify strategic
opportunities and client educational needs.
 Identify the needs within the client organization and recommend new product or
service offerings and develop a plan to drive maximum utilization of Craneware
products.
 Identify target population of adoption risk accounts.
 Update and maintain target accounts within the tracking tool.
 Research account history.
 Cultivate strategy based on products owned, client structure, and adoption
issues.
 Create report(s) that is sent to Craneware Leadership at beginning of each
month; request approval to proceed with target accounts.
 Prioritize contact list using renewal opportunity strategy and Client Engagement
protocols.
 Contact clients, identify and perform assessments and create action plans to
improve product usage. These should identify and include:
 Upsell Opportunities
 Educational Needs
 Assessments & Action Plan Executive Summary
 Consistent client engagement to execute action plan
 Escalation points
 Maintain reports including, but not limited to: Ops Board level reports, Adoption
outcome reports, renewals won and renewals lost analysis, and ad-hoc reports.
 Contact C-suite to notify them of solid product usage, including meeting
Craneware-defined benchmarks as well as Craneware Certification completion.
 Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES:
No direct supervisory responsibilities.
SKILLS and COMPETENCIES:
 Communication –Creates and sustains ongoing forums that encourage two-way
communication opportunities; demonstrates and promotes positive prospect,
client, and work relationships; proactively addresses and manages conflict and
disputes; works to achieve constructive resolution.
o Oral Communication - Speaks clearly and persuasively in positive or
negative situations; listens and gets clarification; Responds well to
questions; Demonstrates group presentation skills; Participates in
meetings.
o Written Communication - Writes clearly and informatively; Edits work for
spelling and grammar; Varies writing style to meet needs; Presents
numerical data effectively; Able to read and interpret written information.

Analytical - Synthesizes complex or diverse information; Collects and
researches data; Uses intuition and experience to complement data; Designs
work flows and procedures.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers
and analyzes information skillfully; Develops alternative solutions; Works well in
group problem solving situations; Uses reason even when dealing with emotional
topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training
and development opportunities; Strives to continuously build knowledge and
skills; Shares expertise with others.

Planning/Organizing - Prioritizes and plans work or project activities; Uses time
efficiently; Plans for additional resources; Sets goals and objectives; Organizes or
schedules other people and their tasks; Develops realistic action plans.

Character - Demonstrates unquestionable integrity in every aspect of work and
dealing with others; Consistently models desired behaviors and values
established by the company; Respects diversity of perspective in discussions and
demonstrates an inclusive style; Demonstrates concerns for job safety for self
and others.

Collaboration - Effectively builds and maintains partnerships with clients,
prospects and people at all levels across the company. Contributes to team and
company success. Maintains flexibility and reacts to change appropriately.
Communicates and shares information with candor that builds trust and
enhances relationships.

Administrative Management - Continuously manages administrative functions
to ensure quality and timeliness, manages accurate and timely activity and
performance reports.
EDUCATION:
Bachelor’s Degree with direct experience in health related field.
EXPERIENCE:
 Must have at least 5 years’ experience with revenue cycle operations;
additionally coding, chargemaster, charge capture, denials management, or
clinical experience are desired
 Possess knowledge of revenue cycle, Craneware products, how Craneware
supports the revenue cycle, and understand strategy is required; and
previous experience using Craneware tools is desirable
 Proven track record of being a motivated self-starter with ability to work in a
fast paced environment and meet critical deadlines
 Prior experience delivering presentations confidently in a variety of settings
and at all levels within an organization
 Proficiency in Microsoft Excel, Word and Outlook is essential.
Must be able to travel up to 25%.