Senior Associate, Client Success

Sr. Associate, Client Success

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes.

The role requires partnership with RubiconMD clients to engage leadership, train clinicians and increase the adoption of our platform. Success will be measured by the strength of client partnerships and by RubiconMD's impact on our clients' care delivery.

As a Sr. Associate, Client Success, you will play a critical role in supporting and managing a book of clients and working to engage leadership and clinical teams. The role will focus on working to seamlessly integrate eConsults into clinicians' workflows, identify gaps in engagement, improve processes and help to deepen client relationships.

Key responsibilities:

• Own end to end program initiatives across a variety of client segments
• Establish effective interpersonal relationships with all levels of clinic personnel, including primary care clinicians, support staff, practice managers, and organizational leadership (C-Suite level). Promote an atmosphere that encourages enthusiasm and user participation in RubiconMD's platform while creating a positive environment for sharing feedback and suggesting improvements
• Onboard end users to the platform, including raising awareness and excitement among clinicians and clinic staff and facilitating trainings
• Ensure client retention while engaging in contract renewal discussions
• Engage client leadership and develop rapport by conducting client meetings and providing regular communication to leadership
• Develop and implement clinician engagement initiatives to help foster a "culture of eConsults" amongst our clinic partners and drive sustained levels of platform utilization. Provide insights and understanding that empower RubiconMD to create new engagement tactics to bring the most value to our users
• Serve as the voice of the user by sharing insights and feedback and partnering to drive solutions with internal product and development teams
• Support key Growth team members, assisting in creating deliverables and working within defined project plan timelines
• Work cross-functionally to complete daily work with internal teams, which includes: business development, account management, operations, analytics, product, legal, and finance
• 10% travel for training to client/clinic sites when travel is permitted, post-COVID

Desired skills, attributes and experience:

• 2+ years of experience working in a client facing role including but not limited to: account management, consulting, clinician engagement, provider relations, clinician education, or practice transformation
• Understanding of best practice primary care workflows and value-based care initiatives
• Client-facing experience in consulting, clinical integration or transformation activities, account management, EMR workflow development or assisting providers with change management is preferred
• Experience conducting user experience research related to clinician engagement is a plus
• Strategic Approach and Detailed Execution: sees and articulates big picture goals and takeaways, and can dive into the details to drive execution; documentation is already your best practice
• Planning and Organization: has a keen sense for prioritization from email habits to time management, to information juggle about stakeholders, teams, clients, and products
• Leadership: has the ability to drive alignment, action and deliver results when managing multiple stakeholders both internally and with the client; you are not afraid to make decisions and drive to resolution and next steps
• Facilitate and Train: exhibits strong presentation and public speaking skills and the ability to be clear, concise, and effective articulating clinical and technical information in 1:1 and packed room settings
• Entrepreneurial instinct: shows a bias towards action and has a natural drive to build, reflect, and iterate rapidly for the good of our clients and the company; you don't miss a beat when clients change plans and are unphased by the constant evolution of internal processes
• Proficiency with Microsoft Office and Google Suite

Oak Street Health is on a mission to "Rebuild healthcare as it should be", providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody "Oaky" values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: The typical pay range for this role is: $46,988.00 - $112,200.00

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.