Samson Sukumar

Escalated complaints when necessary to maintain high levels of customer satisfaction.

• CHASE THE APPLICANT THROUGH EMAILS FOR MISSING INFORMATION S REQUIRED FOR VERIFICAYION
• VALIDATE THE DOCUMENTS PROVIDED BY THE CANDIDATE
• VALIDATE THE EXISTING AND RECEIVED DOCUMENTS AND INFORMATION FOR SCOPE OF WORK AS PER CCD
• CO-ORDINATE WITH CLIENT CARE TEAMS AND OBTAIN THE REQUIRED INFORMATION TO UPDATE THE CANDIDATE ON FURTHER INFORMATION
• GENERATE PLATFORM AUDITS FOR THE TEAMS AND SEND REPORT FOR THE SAME
• CO-ORDINATE WITH CLIENT MANAGEMENT TEAM FOR THE ADDITIONAL COST INCURRED FOR THE VERIFICATION BY TAKING APPROVAL AS PER ENTITIES REQUIRMENT/ REQUEST
• SEND EMAILS TO INVIDUAL FOR PLATFORM AUDITS DONE

• Company Overview: eClinicalWorks was founded in 1999 to help get rid of paper from a doctor’s office and make every single connection for the doctor — to the pharmacy, to the lab, and to the doctor’s supply chain
• The intent was to digitize the communication and workflow between a physician’s office and the rest of healthcare so that doctors could efficiently communicate with the world outside
• Fast forward to today and we are now redefining what is possible and reshaping what is expected of healthcare technology
• EClinicalWorks is the leading cloud based EHR in the industry, with more than 130,000 doctors and nurse practitioners, and 850,000 medical professionals using our solutions worldwide
• Headquartered in Westborough, Massachusetts, USA
• Serve as the primary point of contact between a company and its customer base, including providing official communication in both directions
• Worked for the customer as much the employer, and it is our task to ensure the continuation of healthy client relationships by making sure that deals between both parties are fair and to the satisfaction of all
• Handling number of accounts and act as a primary customer contact for products and services and responsible for creating a customer experience after the client goes live
• Responsible for ensuring that the healthcare information technology platform comprising of EHR/PM system, and companion products as well
• Monitoring and assigning tickets to the relevant team and work closely with cross-functional teams to ensure the cases are addressed within the SLA
• Ensuring the system components such as DB engines (MYSQL or MSSQL) and Tomcat versions, are current and up to date
• In-depth understanding of each customer's overall business requirements and act as a consultant to determine how the various products and features can meet their needs
• Deep understanding of SaaS customer engagement modules and worked with both SaaS and client server practices
• Responsible for building and managing client relationships, client business assessment, risk and SWOT analysis and client satisfaction
• Worked with multiple internal projects simultaneously to develop and manage project plans for upgrading eClinicalWorks EHR/PM, Companion products and interfaces technologies
• Analyze product utilization and recommend products, features, and/or services to improve clients’ workflows and patient care
• Cultivate lasting relationships with clients through routine calls, periodic check ins and seeking ways to increase customer adoption and satisfaction
• EClinicalWorks was founded in 1999 to help get rid of paper from a doctor’s office and make every single connection for the doctor — to the pharmacy, to the lab, and to the doctor’s supply chain
• The intent was to digitize the communication and workflow between a physician’s office and the rest of healthcare so that doctors could efficiently communicate with the world outside
• Fast forward to today and we are now redefining what is possible and reshaping what is expected of healthcare technology
• EClinicalWorks is the leading cloud based EHR in the industry, with more than 130,000 doctors and nurse practitioners, and 850,000 medical professionals using our solutions worldwide
• Headquartered in Westborough, Massachusetts, USA

• Communicating to the vendors through emails and calls with regards to the issues raised and asking for the update of the issue status and the updates for the delivery of faulty unit replacements
• Updating the store regards to the status of the issue raised by them through emails and keep them updated
• Supporting UK colleagues through calls & emails with their queries regards to the issue in DMS operations functions like unable to print labels, printer issue and help them fixing the issue within the short time to ensure uninterrupted business continuation
• And also, simultaneously communicating with Dotcom support team and fixing the issues with their help
• Helping the UK colleagues when there is an issue with the Dotcom management application, i,e if there is any issues with the operational functions regards to unable to generate the reports from the dotcom management system