Now Hiring - Vermont Oxford Network - Account Manager in Burlington, VT

Full description of the position

Company Overview Vermont Oxford Network (VON) is a nonprofit voluntary collaboration of health care professionals at over 1,200 hospitals and organizations worldwide, working together to ensure that every newborn infant and family achieves their fullest potential. VON member hospitals submit and use VON infant data to identify ways to improve infant care and to drive quality improvement programs. Ranked as one of the best places to work in Vermont by the Best Companies Group, VON values innovation, creativity, and respect for every team member. Summary The Account Manager is the primary contact for VON member hospitals that submit data year-round to the VON infant databases. Account Managers work collaboratively via email and phone with hospital contacts at member hospitals worldwide, solving process and technical issues, providing training on VON tools, ensuring that the infant data hospitals submit to VON is accurate and complete, and helping member hospitals take full advantage of VON resources to improve infant care. Responsibilities * Guiding new member hospitals through the establishment of their infant data collection processes * Ensuring that key contacts at member hospitals are identified and maintained * Supporting member hospitals' installation and use of VON data submission, reporting, and user administration tools by providing instruction and resolving technical or process issues * Regularly reviewing hospitals' infant data submissions to ensure that they are complete, on time, and accurate * Working with member hospitals to identify and correct data errors, including helping members understand definitions of VON infant Data Items * Coordinating member hospitals' completion of the end-of-year data finalization process * Educating members on using VON infant data for quality improvement * Encouraging members to participate in VON opportunities for education and collaboration * Assisting in the development of FAQ documents and data collection forms and instructions * Participating in user acceptance software testing * Working collaboratively with other VON teams and departments Additional Endeavors: * Researching hospital systems and identifying prospective member hospitals for VON to follow-up with and propose VON membership * Reaching out to existing member hospitals to determine decision-makers for VON to approach regarding additional VON services * Providing marketing and other materials requested by prospective member hospitals, including membership applications and membership agreements * Onboarding new member hospitals, including working with centers to ensure that VON membership documentation and initial VON team hospital contacts are complete and accurate * Developing and delivering training on VON processes and systems over video or audio conference to member hospital contacts, both proactively and by request * Serving as a subject matter expert on specific VON tools and processes for the VON team and for member hospital contacts * Assisting the VON Support Team by completing hospital-facing technical Vendor Surveys and other hospital-requested and required materials * Providing Tier 1 technical support to member hospital contacts * Building and producing VON Account Management Team-wide reporting via basic SQL queries to provide information to the team on member hospitals' data submission status and the state of member hospitals' data * Completing analysis of the Account Management Team-wide reporting to identify emerging technical or data submission issues or trends and communicating results to the team Position Requirements: * Superior troubleshooting, critical thinking, and problem-solving skills * Strong customer service orientation * Ability to connect with people * Attention to detail * Ability to present ideas and solutions in user-friendly language, both verbally and in writing * A proactive approach when suggesting process improvements * Openness to change * Ability to learn new concepts and terminology (i.e. medical terms) * Computer skills, including Microsoft Office, and the ability to learn new applications * Experience with issue tracking and management software - Experience with Salesforce a plus * Ability to effectively prioritize and execute tasks * Experience providing technical support for mission-critical software applications * Ability to distinguish previously identified and new issues * Ability to reproduce technical issues identified in the field, analyze root causes, and recommend solutions * College diploma or university degree and/or three or more years of experience providing end-user technical support * 40 hours per week * Must work well in a remote team environment and be flexible as workloads and priorities change Interested candidates should submit their resume and cover letter to [please apply online] by 1/30/2026. Vermont Oxford Network is an equal opportunity employer and encourages candidates from all backgrounds to apply. VON does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factors. Learn more about Vermont Oxford Network and our mission at [please apply online] What is listed above is representative of the position's responsibilities but is not meant to be an exhaustive list. Responsibilities may change during employment at the VON's discretion. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Job Type: Full-time Pay: $50,000.00 - $55,000.00 per year Benefits: * Employee assistance program * Health insurance * Life insurance * Paid time off * Parental leave * Professional development assistance * Retirement plan Work Location: Hybrid remote in Burlington, VT 05401