Clinical Client Success Manager

Overview

Job Summary:

The Clinical Client Success Manager is responsible for routinely managing client accounts, proactively communicating with all clients, and providing day-to-day management and operational support of clinical services. Key driver for success in this role is customer engagement and retention.

Work Structure: Hybrid opportunity with continued focus on current responsibilities while supporting Clinical Client Success initiatives.


Responsibilities

Leadership

• Influence and manage client expectations regarding MPOWERHealth products and services.

• Continually seek opportunities to improve operations, including people, processes, methodologies, and technologies.

• Mentor fellow Client Success team members.

• Regularly interact across functional areas with senior management to ensure objectives are met.

• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.

• Provide the leadership to ensure that clients' service delivery needs are met in all geographic and functional areas throughout their lifecycle at MPOWERHealth.

Client Onboarding

• Onboard new clients from initial meeting through scheduling cases with ongoing proactive communication with a high focus on new clients in their first 9 months of onboarding.

• Coordinate with internal departments on implementation of new client business.

Client Experience

• Drive clear thinking and excellent problem solving to a range of business or clinical challenges that may arise.

• Responsible for identifying and executing opportunities to engage clients.

• Develop a trusted advisor relationship with client stakeholders to ensure they are leveraging the MPOWERHealth services to achieve full business value.

• Proactively own and manage service delivery for high-visibility and high-touch client relationships.

• Perform regular calls or face-to-face meetings with assigned clients to review reporting, additional training needs, project status, review outstanding issues and any new opportunities to integrate additional services.

• Communicate consistently with management regarding key escalations and priority issues.

• Partner with clients and help them follow best practices and optimize use of MPOWERHealth's services/products.

• Understand short and long-term client goals and objectives.

• Keep the client informed of key information that may be critical to their success (e.g., new services, client events, or industry changes).

• Proactively manage, measure, track, and resolve client issues to ensure their timely resolution

• Lead recurring meetings with surgeons.

• Analyze operational metrics, identify trends and problem areas for all assigned clients. Partner closely with functional operational leaders to ensure client needs, Service Level Agreements and business goals are met.

• Serve as the voice of the client, track the pulse of our clients, and help them get the most out of our products and services.

• Drive issue resolution using standard process/procedures in coordination with supporting resources.

• Collaborate with the clinical leaders, analyze, summarize, report, and manage performance data related to business operations.

• Other duties as assigned

Client Reviews

• Perform regular tailored client account reviews to discuss client performance metrics (Service Level Agreement, Client satisfaction).

• Deliver excellent client experience through a data driven approach.

• Monitory and evaluate client satisfaction, identify additional needs that align with MPOWERHealth's service offerings, and proactively address client concerns or requests.

Optimization and Special Projects

• Lead and participate in projects that directly impact the client, including process improvement initiatives.

• Improve internal efficiency and client satisfaction by proactively identifying opportunities to optimize existing or new services, processes and tools.

• Recognize and resolve systemic issues to prevent them from repeating.

• Client Service Tickets & SF Administration

• Document, track, and support compliance with Service Level Agreements.

• Track client information in SalesForce

Business Development

• Identify and seek opportunities to cross-sell MPOWERHealth suite of products and services through finely tuned client relationships as they are built.

• Assist Business Development team in various sales meetings with new clients.

• Play an active role in supporting the renewal process.

• Monitor and recommend strategies to increase client usage and adoption

Qualifications

Education and/or Experience

• Bachelor's Degree or equivalent combination of education and experience.

• 3-5 years' experience as an Account Manager or similar role, with emphasis on client accounts within healthcare revenue cycle management.

• Experience in insurance, benefits, or healthcare revenue cycle.

• Experience in developing executive level client relationships including negotiation, presentation, and polished communication skills.

Skills/Specialized Knowledge

• Successful management of cross-functional and interdepartmental teams to achieve client goals.

• Ability to manage multiple projects, responsibilities and competing priorities

• Ability to review data, provide analytical feedback and make recommendations.

Strong written and communication skills

• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint.

• Ability to influence others and work cross-functionally, navigating within a multi-state organization.

• Ability to manage ambiguity and the organizational acumen to establish effective internal networks.

• Flexible and adaptive to changing business requirements and environment, able to influence difficult clients.

• Ability to lead client discussions and have a high comfort level with conflict resolution.

• Ability to work closely and collaborate with every department within MPOWERHealth.

• Ability to prioritize, multi-task, and perform effectively under pressure.

• Be a self-starter who is eager to learn the business at a fast pace.

• Troubleshooting and problem-solving skills with creative ability to overcome challenges

• Strong organization, analytical, and project management skills and the ability to effectively multi-task.

• Exceptional presentation skills and the ability to pull together materials that have a meaningful impact.

Other Requirements

• Must maintain professional appearance.

• Ability to be at work on a regular and consistent basis

• Travel expectation of 25%, at a minimum, with the potential for additional travel as necessary

Physical and Mental Demands

This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

Standard office working environment that may be busy and noisy at time
What's Next?

If you're ready to bring your skills and passion to our growing team, we want to hear from you! Apply today and help us create a future where success is the standard.