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Digital Customer Success Specialist

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company's founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE's Companies that Care. Lucid's solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.

Lucid's Scaled Customer Success Team plays a central role at Lucid Software, ensuring that all our customers are able to maximize the value they obtain through adoption of our products. The Digital Customer Success Specialists form an operational team that uses both direct customer interactions as well as scalable solutions to engage with our global customers.

The Digital Customer Success Specialist works as part of a strategic team to drive our customers' success in the most efficient ways possible. They strive to continually optimize Lucid's customer experience at scale and engage with customers based on customers' explicit and implicit needs. The majority of our communication is done over email, but Digital Customer Success Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to help our customers succeed. They should also be comfortable representing Lucid to help strategic users and administrators that are critical to that customer's Lucid environment and usage. Understanding the core Lucid business strategy and enabling that strategy through our daily work is key to our team's success. Our team requires the highest level of teamwork and trust to achieve our organizational goals.

Responsibilities:

• Develop an understanding of our customers' business objectives and a strategy for supporting the customer in achieving those objectives
• Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings
• Continually work with accounts to support ongoing successful adoption of key Lucid products and features
• Develop and execute data-driven recommendations at scale
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucidchart

Requirements:

• Bachelor's degree with strong academic performance
• 2+ years of experience, preferably in a client-facing or technical role
• Able to think strategically and tackle open-ended problems
• Detail-oriented, organized, and a good team player
• A strong sense of personal ownership and responsibility
• Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
• Empathy and a passion for problem solving
• Bias towards finding solutions vs. shutting down ideas
• Ability to thrive in a fast-paced environment

Preferred Qualifications:

• Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
• Desire to learn--you'll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniques
• Previous experience in customer success management

Assistant Project Manager - Workspace Construction

Turner & Townsend is a global professional services company with over 22,000 people in more than 60 countries. Working with our clients across real estate, infrastructure, energy and natural resources, we transform together delivering outcomes that improve people's lives. Working in partnership makes it possible to deliver the world's most impactful projects and programmes as we turn challenge into opportunity and complexity into success. Our capabilities include programme, project, cost, asset and commercial management, controls and performance, procurement and supply chain, net zero and digital solutions. We are majority-owned by CBRE Group, Inc., the world's largest commercial real estate services and investment firm, with our partners holding a significant minority interest. Turner & Townsend and CBRE work together to provide clients with the premier programme, project and cost management offering in markets around the world.

Turner & Townsend is looking for an Assistant Project Manager to join our team to support project management services. Our Assistant Project Manager will work closely with internal and external stakeholders to provide project support.

Responsibilities:

• Assist the Project Manager in ensuring the project is managed to the right quality standards and completed efficiently and on time.
• Manage individual tasks throughout the construction process including submittal and RFI processes.
• Assist with the preparation of proposals for new projects or variations to existing projects.
• Assist with establishing effective project governance, processes, and systems to be utilized throughout the project.
• Ensure that key information and data are effectively shared and appropriately retained.
• Build and maintain strong relationships with the client and team members.
• Interface with multiple stakeholders, including executive management, project team members, consultants and vendors.
• Assist with the flow of project information between team members / stakeholders.
• Attend relevant meetings, update and maintain current issues/actions logs.
• Transcribe meeting minutes and action items and drive each item to closure.
• Development of detailed project plans, attendance at status meetings and follow-up with team members on completion status, close-out of open items.
• Contribute monthly reporting on various aspects of the Client's program.
• Preparation of various reports for multiple audiences, including formal project management reports, executive dashboards, and other reporting requirements.
• Daily tasks include submittal approval management, RFI processing, change order management, meeting coordination, punch-list management, administration of project observation reports, participation in commissioning, and transition of close-out documentation to operations.
• Procurement: Assist with the procurement of suppliers / resources as required.
• Monitor and assist the Project Manager with applying performance management techniques.
• Monitor and report on project costs/spending, maintain project cost tracking, and EVM systems.
• Liaise with the client's finance team and others to obtain information, review & report finance/cost data.
• SOX control responsibilities may be part of this role, which are to be adhered to where applicable.

Qualifications:

• Bachelor's degree in construction management, architecture, engineering or field related to construction.
• A minimum of 3 years of applicable experience.
• Proactive, organized, and thorough with a strong work ethic.
• Work as an effective and collaborative team member in delivering the project.
• Exposure to project management software systems.
• Strong proficiency with Microsoft Office, especially Excel, and Google tools.
• Strong communication skills.

Our inspired people share our vision and mission. We provide a great place to work, where each person has the opportunity and voice to affect change. We want our people to succeed both in work and life. To support this we promote a healthy, productive and flexible working environment that respects work-life balance. Turner & Townsend is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and actively encourage applications from all sectors of the community. All your information will be kept confidential according to EEO guidelines.

Clinical Nurse Supervisor- Surgical Specialties/ Neurosciences

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more so you can live fully at and away from work, including:

• Base compensation within the position's pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more:

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Schedule Details/Additional Information: Typical Hours M-F 8a-430p. Hours may vary depending on need. Oversee 8 departments with a 30 direct reports

We want our teammates and their families to Live Well

Actual compensation offered will be based on factors such as qualifications, skills, relevant experience and/or training and internal equity. To accompany base pay we offer a comprehensive benefits package including:

• 401(k) company contributions: 3% of your eligible annual salary AND 401(k) employer match: dollar for dollar up to 3%
• Opportunity for yearly merit increases within the salary range
• Education Assistance

Major Responsibilities:

• Clinical Care and Health Outcomes Provides support in the delivery of quality clinical care. Works closely with healthcare team and physician to assure triage, telephone assessments, home therapies and patient visits are consistent with established guidelines and followed by the healthcare team. Takes a lead role in assisting the clinical team to meet/exceed CI goals. Assists physicians and associates in managing patient registries.
• Ensures monthly office inspection checklist and other required audits are conducted in a timely manner.
• Ensures AMG standing operating procedures are followed.
• Oversees approved site research activities.
• Demonstrates independent problem solving, critical decision making, and knows when to obtain additional resources when required.
• Holds clinical staff accountable to AMG rooming standards.
• Ensures the timely management of EMR tasks, overdue orders, test result follow-up and other patient follow-up.
• Demonstrates appropriate action and takes a lead role in emergency situations. Assures timely response to emergency calls by staff.
• Identifies, evaluates, and resolves potential safety problems; including equipment maintenance issues.
• Ensures monthly office inspection checklist and other required audits are conducted in a timely manner.
• Ensures AMG standing operating procedures are followed.
• Oversees approved site research activities.
• Demonstrates independent problem solving, critical decision making, and knows when to obtain additional resources when required.
• Holds clinical staff accountable to AMG rooming standards.
• Ensures the timely management of EMR tasks, overdue orders, test result follow-up and other patient follow-up.
• Ensures staff adherence to timely and accurate documentation of all patient care services by monitoring staff compliance within all AMG wide systems, and all regulatory standards to ensure standards are met and followed.
• Supports a safe environment for patients and associates through effective monitoring of staff compliance to established standards of care, policies and procedures and HIPAA compliance. Ensures associates are up-to-date with all safety training and certifications.
• Acts as a role model and champion for Culture of Safety. Works with the manager to resolve patient safety events in the reporting system. Promotes and educates staff on the reporting system to report all events and near miss events. Works with the manager to complete ACAs and RCAs when indicated.
• Utilizes information to implement process changes and staff education.
• Leads site clinical integration activities
• Demonstrates appropriate action and takes a lead role in emergency situations. Assures timely response to emergency calls by staff.
• Identifies, evaluates, and resolves potential safety problems; including equipment maintenance issues.

Patient Satisfaction and Operations Collaborates with the manager/director and physician leadership to maintain an environment that is patient centered as evidenced by the availability of open access; including but not limited to the following: same day appointments, future appointments made, referrals made within the group, adherence to test result reporting guidelines, positive patient comments, and meeting/exceeding Key Result Area (KRA) goals.

• Monitors data on a monthly basis, reviews with clinical staff, and physicians and jointly develops improvement plans in concert with the site leadership to meet/exceed established patient satisfaction targets.
• Holds self and others accountable to adherence to AMG Service Standards, Behaviors of Excellence, AIDET and MVP.
• Participates and promotes activities to evaluate and improve processes that will contribute to patient satisfaction. Conducts frequent assessments of patient flow. Takes appropriate steps to reduce wait times and to keep patients informed of delays.
• Responsible for conveying a professional image in compliance with AMG clothing and grooming standards, and wears AMG provided identification tags at all time.
• Follows through and takes ownership of patient complaints, and practices Service Recovery where identified.
• Fosters a pleasant and professional environment, in person and over the phone, utilizing prescribed scripting and telephone standards.
• Ensures adequate clinical staffing at all times by developing schedules, assignments and modifying as necessary.
• Assists in coordinating managed care issues and nursing updates.
• Evaluates service levels and operational procedures such as wait-times, message management and appointment availability. Engages staff in resolution of identified issues.
• Actively rounds on patients, associates and physicians and ensures that the team has the necessary resources and tools to be successful.
• Actively participates and/or leads team huddles.

Associate Engagement/Human Resources Collaborates with the practice manager on Human Resource functions related to associates to ensure continued quality, development and retention reflecting the Advocate Experience of creating the best place for associates to work and achieve associate satisfaction scores consistent with AMG goals and standards. In day-to-day activities, provides leadership to create an environment where the associates are motivated to do their best, are routinely recognized for good work and achieves goals for associate satisfaction.

• Conducts regular staff meetings and daily huddles with associates. Documents meetings using Stoplight Report.
• Conducts performance reviews on time.
• Demonstrates effective time management, problem-solving, collaboration and conflict resolution skills.
• Consistently ensures manager is fully informed of key events or issues that impact practice operations.
• Provides ongoing performance feedback to associates through coaching and mentoring. Orients and provides training to new associates. Documents orientation, training and required competencies to ensure that associates are proficient in job requirements.
• Seeks opportunities to further educate and develop the associates and enhance own leadership skills.
• Assures all associates maintain certification and all required continuing education units (CEUs).

Growth and Funding our Future Supports initiatives that enhance practice growth as well as retention of existing patients under the direction of the manager and in collaboration with physician leadership.

• Participates in activities which foster practice growth.
• Promotes same day access and is engaged in volume visit targets.
• Maintains an effective process for inventory control and medication supply utilization.
• Proactively manages staff schedules to minimize use of overtime, temporary staff, and registry.
• Works in collaboration with practice site manager to achieve revenue and cost targets.
• Maximizes team efficiency by utilizing all team members

Physician/Provider Engagement Assists in the creation and maintenance of an operationally efficient and physician/provider friendly work environment.

Manager, Clinical Operations

The Manager, Clinical Operations works closely with the OPDC Monitoring Oversight Lead to manage monitoring oversight activities including managing Clinical Monitoring Consultants (CMC) contracted to perform monitoring oversight duties as well as escalating issues related to CRO monitoring quality. While focusing on quality and compliance, uses metrics and key performance indicators to drive monitoring oversight activities to achieve timelines and deliverables across the portfolio. Additionally, the Manager, Clinical Operations will support planning, resourcing, contracting, and budgeting of CMC resources to conduct monitoring oversight tasks. The Manager, Clinical Operations will also coordinate reporting and review of CRO related Key Performance Indicators (KPIs) Monitoring Oversight Lead.

Manage Monitoring Oversight activities in North America, and other regions as assigned

With the OPDC Monitoring Oversight Lead, plan conduct of Oversight Accompanied Visits (OAV) in the assigned region(s)

Manage, onboard, train and evaluate CMC resources to perform monitoring oversight tasks

Ensure adherence to training requirements for assigned CMCs (SOPs and study specific training)

Report status and output of OAVs and other monitoring oversight activities to OPDC Oversight Lead

Review OAV reports and manage timelines and deliverables

Oversee FSP monitoring resources in assigned region(s) as applicable

Support implementation and improvement of monitoring oversight related processes

Ensure compliance with Otsuka policies and procedures and applicable Key Performance Indicators (KPIs)

Provide oversight of required metrics across all monitoring oversight service providers and contribute to monthly reporting of monitoring oversight related KPIs to CM&O Management

Conduct Assessment Visits of CMCs to assess quality and compliance with applicable policies and procedures per the monitoring oversight job aids

Escalate significant issues related to oversight visits (e.g., site, study, CRA, etc.) in a timely manner to the Monitoring Oversight Lead, Clinical Operations management, and Study Management as applicable

Ensure compliance with clinical systems use and updates

Provide support for internal audit and regulatory inspection activities as applicable

Review study specific monitoring plans and provide feedback prior to implementation

Collaborate with CMC staffing vendors, as applicable

Manage consultant CMC contracts, budgets, and expenses to meet forecasts and support the development of annual regional monitoring oversight budget

Other monitoring oversight activities as assigned by OPDC Oversight Lead

Qualifications/Required Knowledge/Experience and Skills:

Experience managing field-based Clinical Research Associates.

Demonstrated ability to lead teams.

Proficient with on-site monitoring activities (Site Qualification Visit, Site Initiation Visit, Interim Monitoring Visit, and Close Out Visit).

Demonstrated strengths with critical thinking and analytical skills, oral and written communication, time management, conflict management, problem solving, attention to detail, and interpersonal skills.

Ability to supervise, direct and lead team members as well as interact with other internal staff and external vendors.

Strong planning and organization skills with the ability to multi-task and plan activities are they relate to field monitoring operations.

Both working and theoretical knowledge of ICH GCP Guidelines, FDA CFR, PhRMA code, site management, and regulatory compliance.

Excellent written and verbal communication skills and strong interpersonal skills necessary to interface with team members, outside vendors and consultants.

Possess advanced computer skills (e.g., Microsoft applications, etc.

Financial management skills as applicable to oversee initiatives and system expenditures.

Ability to handle and prioritize multiple tasks.

Ability to work effectively in a team/matrix environment.

Ability to travel up to 30% including ground and air travel.

Educational Qualifications:

7 years of industry experience and a minimum BA/BS Life Sciences, or equivalent college program, is required.

Competencies:

Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.

Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.

Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.

Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.

Respectful Collaboration - Seek and value others' perspectives and strive for diverse partnerships to enhance work toward common goals.

Empowered Development - Play an active role in professional development as a business imperative.

Minimum $107,718.00 - Maximum $161,000.00, plus incentive opportunity: The range shown represents a typical pay range or starting pay for individuals who are hired in the role to perform in the United States. Other elements may be used to determine actual pay such as the candidate's job experience, specific skills, and comparison to internal incumbents currently in role. Typically, actual pay will be positioned within the established range, rather than at its minimum or maximum. This information is provided to applicants in accordance with states and local laws.

Application Deadline: This will be posted for a minimum of 5 business days.

Company benefits: Comprehensive medical, dental, vision, prescription drug coverage, company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance, tuition reimbursement, student loan assistance, a generous 401(k) match, flexible time off, paid holidays, and paid leave programs as well as other company provided benefits.

Regional Payer Account Director

The Regional Payer Account Director (RPAD) reports directly to the Executive Director, Regional Payer Accounts. The RPAD will develop and manage business relationships through productive business relationships as well as profitable contracts and programs. The primary customer/account responsibilities include key Regional Commercial and Medicare Health Plan accounts.

The primary goal is to achieve desired formulary access and coverage decisions for the Organon products by identifying, understanding, and addressing customer needs while generating potential solutions that enhance partnership. Collaborating with the National Account Director, the RPAD participates in the development of, as well as evaluates and proposes, strategic marketing initiatives to strengthen mutual business opportunities, while developing account-specific strategies and tactical plans that aligns to the business and customer goals. Monitoring & assessing account performance and integrates pull-through activities with Organon's Business Units, as well as other extended account team members to maximize appropriate utilization of Organon products. Integrates Senior Leadership into the overall business relationship at the regional level, as required.

Leads Organon 's efforts to maximize appropriate utilization of its portfolio while bringing resources and solutions to customers that contribute to better outcomes for patients. Develop broad and deep relationships across their Regional customers. Account/business planning (strategic and tactical) for the entire Organon portfolio of products (Women's Health, Biosimilars, Dermatology and Established Brands) at a P&L level, by customer; negotiation and execution of pharmacy discount agreements and product contract offerings; individual account performance against strategic, financial and product access objectives. Leads all account management efforts with assigned regional payer Customers.

Responsibilities include:

• Develops short-term and long-term strategic account plans for assigned accounts.
• Develops and executes the negotiation strategy to achieve profitable product access for priority brands.
• Ensures the pull-through of National Account access positions to the aligned regional accounts.
• Collaborates/leads extended sales team to meet and drive appropriate utilization to achieve net revenue objectives.
• Delivers on Forecasted Net Sales across the portfolio through management for assigned accounts.
• Conducts routine business reviews to inform internal stakeholders on relevant updates for assigned accounts.
• Provides external insights to inform the organization's profitable product access strategy.
• Drives innovation to experiment, act and learn with novel regional customer and market strategies.
• We will be entrepreneurial and resilient, lean into challenges and embrace change.
• Demonstrate appropriate financial stewardship of expenses and use of company resources.
• Embraces Organon's culture consistent with the company's culture - Be real, We all belong, Bring your fire, Own it, Rise together and Keep moving.
• Ensures proper diligence on policy, legal, regulatory, and company compliance issues.

Required Education, Experience and Skills:

• BA/BS.
• Two plus years of managed care account manager or equivalent experience.
• Customer knowledge and/or regional/national health plan knowledge.
• Strong communication, presentation, and consultative selling skills with executive presence.
• Strong Project Management with experience coordinating broad cross functional teams.
• Demonstrated successful negotiation skills.
• Strategic account planning with analytical capabilities.
• Highly developed Leadership Skills.
• Working Knowledge: Managed Care Operations, Contracting Strategy, Healthcare Systems Structure and Function.

Preferred Education, Experience and Skills:

• PharmD, APRN, RN, MBA preferred.
• Previous large/strategic account management role.
• Contracting experience.
• Health care trends and policies.
• Customer relationships.
• Product/Disease knowledge in Women's Health and Biosimilars.
• Intellectual curiosity and problem-solving skills.
• Conflict resolution.
• Significant Financial Management, Sales Management, Account Management, and/or Marketing experience.

This territory covers, Delaware, Washington DC, Ohio, Pennsylvania, Maryland, North Carolina, South Carolina, Tennessee and West Virginia. The selected candidate must reside in one of these states.

Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women's Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions. Our Vision is clear: A better and healthier every day for every woman.

Organon is an Equal Opportunity Employer. We are committed to fostering a culture of inclusion, innovation, and belonging for all employees and job applicants. We ensure all employment practices are conducted without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, veteran status, or any other characteristic protected by state or federal law.