Job ID: 25887 
Salary: $120,000 – $165,000 Per Year  
Location: Remote, Eastern Time Zone 
Employment Type: Direct Hire  
Schedule: Monday – Friday, 9 AM – 5 PM  
  
Our client is an innovative healthcare technology company dedicated to transforming patient care through advanced technology and customized solutions. Specializing in care management platforms, the organization partners with healthcare providers and health systems to streamline clinical workflows, enhance operational efficiency, and improve patient outcomes. With a strong commitment to innovation, collaboration, and quality care, our client empowers healthcare organizations with the tools and resources needed to deliver more effective, efficient, and patient-centered services. 

The Custom Solutions Manager is responsible for delivering advanced clinical, billing, and technical expertise to support complex customer needs within a healthcare technology environment. This role serves as a key liaison between customers and internal teams, providing customized solutions, professional consulting services, and strategic guidance to optimize clinical workflows, improve billing performance, and enhance platform utilization. The ideal candidate will leverage their clinical background, healthcare operations experience, and strong customer relationship skills to resolve complex challenges, support product enhancements, and drive customer satisfaction and retention. This position requires cross-functional collaboration with Sales, Product, Implementation, and Customer Success teams, as well as the ability to travel up to 25% for onsite customer engagements. 

Essential Duties and Responsibilities  

• Manage a portfolio of strategic customer accounts, serving as a subject matter expert in clinical workflows, billing processes, and SaaS product solutions. 

• Deliver specialized consulting, optimization, and professional services to support customer needs and improve operational outcomes. 

• Lead customer account reviews to evaluate platform adoption, utilization, billing performance, and opportunities for improvement. 

• Design, customize, and implement complex clinical protocols, care plans, questionnaires, and workflows tailored to customer requirements. 

• Provide advanced customer training on clinical workflows, platform functionality, care plans, and billing processes. 

• Troubleshoot and resolve escalated customer issues requiring specialized clinical, technical, or billing expertise. 

• Partner with Customer Success teams to develop account optimization strategies, improve customer satisfaction, and support retention efforts. 

• Collaborate with Sales teams on solution consulting, product demonstrations, and the development of customized solutions for prospective customers. 

• Translate complex customer requirements into actionable solution designs and coordinate successful handoffs to Implementation and Customer Success teams. 

• Serve as a liaison between customers, Operations, and Product teams to communicate feedback, identify opportunities for enhancements, and influence product development. 

• Document and prioritize product issues, feature requests, and enhancements using Jira or similar project management tools. 

• Participate in quality assurance testing, product validation, release readiness, and the development of customer-facing product communications. 

• Monitor relevant healthcare billing regulations, CMS updates, and industry changes to provide guidance on product functionality and compliance considerations. 

• Provide advanced technical and clinical support, training, and education to internal teams, including Sales, Billing, Support, Implementation, and Customer Success. 

• Collaborate with external vendors and integration partners to support customer solutions and platform functionality. 

• Maintain accurate documentation of customer engagements, solution designs, account activities, and escalations. 

• Participate in onsite customer meetings, training sessions, and consulting engagements, with travel required up to 25%. 

• Other duties as assigned  

Qualifications  

• Clinical background required, such as a Registered Nurse (RN), Doctor of Pharmacy (PharmD), or equivalent clinical degree. 

• Previous experience in healthcare operations, care management, clinical workflows, or a related healthcare environment. 

• Strong understanding of healthcare billing, reimbursement processes, and revenue cycle management principles. 

• Experience supporting complex customer accounts within a Software-as-a-Service (SaaS), healthcare technology, or clinical software environment. 

• Excellent customer service, communication, and relationship management skills, with the ability to engage effectively with customers and internal stakeholders. 

• Strong consultative and problem-solving skills, with the ability to assess customer needs and recommend tailored solutions. 

• Knowledge of care management programs, including Chronic Care Management (CCM), Remote Patient Monitoring (RPM), Principal Care Management (PCM), Advanced Primary Care Management (APCM), and Remote Therapeutic Monitoring (RTM), preferred. 

• Experience collaborating with cross-functional teams, including Product, Sales, Implementation, and Customer Success, to support customer solutions and product improvements. 

• Previous experience delivering professional services, solution consulting, customer training, or technical implementation support preferred. 

• Ability to translate complex clinical, operational, and billing requirements into effective, scalable software solutions and workflows. 

• Strong organizational and project management skills, with the ability to manage multiple customer engagements, competing priorities, and deadlines. 

• Technical aptitude and ability to quickly learn new software platforms, troubleshoot complex issues, and communicate technical concepts to diverse audiences. 

• Strong analytical skills and attention to detail, with the ability to identify process improvements and opportunities to enhance customer outcomes. 

• Ability to work independently and collaboratively in a fast-paced, customer-focused environment. 

• Willingness and ability to travel up to 25% for onsite customer meetings, training, and consulting engagements. 

Parker Staffing offers all levels of Administrative, Customer Service, Call Center, Sales, and Human Resources job opportunities in the Seattle and Bellevue metro area and other large cities throughout the Nation. Parker Staffing has served as the staffing agency of choice for thousands for over four decades. Visit our employment opportunities page at http://www.parkerstaffing.com to review our full offering of temp, temp-to-hire, and direct hire job openings!  

Smoking/vaping and the use of tobacco products are prohibited on all Company premises, including indoor and outdoor areas, parking lots, and Company-owned vehicles. 

As part of our employment process, candidates who received a conditional offer may be required to undergo pre-employment drug testing. 

Parker Staffing is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.