Client Success Manager

Job Summary

The Client Success Manager is responsible for supporting a portfolio of Femwell Group Health physician practices in Florida to ensure financial stability and success within the organization. They will work directly with Physicians and Office Managers in evaluating and monitoring key performance indicators (KPIs), as well as promote operational efficiency and increase revenues upon joining the organization and beyond.

Essential Job Functions

• Work with Integration Manager to implement and monitor financial metrics and performance measures to help increase revenues and practice efficiencies over the first 18 months when practices join.

o Communicate concerns and suggestions timely with recommendations and solutions for improvement (ie. Best practices, processes).

• Build relationships with physicians and office managers that encourage communication and transparency regarding their financial health.

o Participate in Office Manager meetings and programs to stay on top of any challenges and recognize successes.

• Perform on-site analysis of client’s needs using consultative approach and strong business and financial analysis skills for new and existing practices.

• Establish new metrics and KPIs as identified, to promote continued company growth and improvement.

• Ensure all new practices are being monitored and have a clear plan for operational efficiencies.

• Develop and maintain a comprehensive understanding of Femwell’s services and how they meet our client’s needs, specifically within our Operations and Financial areas.

• Develop and implement protocols to handle customer escalations and challenging situations in a timely and effective manner.

• Track and monitor ticketing system to identify regional trends or issues impacting assigned practices.

• Perform additional duties as assigned.

• Must be able to travel 50% of the time to client sites and the corporate office.

*NOTE: The list of tasks is illustrative only and is not a comprehensive list of all functions and tasks performed by this position.

Other Essential Tasks/Responsibilities/Abilities

• Must be consistent with Femwell’s core values.

• Excellent verbal and written communication skills.

• Professional and tactful interpersonal skills with the ability to interact with a variety of personalities.

• Excellent organizational skills and attention to detail.

• Excellent time management skills with proven ability to meet deadlines and work under pressure.

• Ability to manage and prioritize multiple projects and tasks efficiently.

• Must demonstrate commitment to high professional ethical standards and a diverse workplace.

• Must have excellent listening skills.

• Must have the ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards and organization attendance policies and procedures.

• Must maintain compliance with all personnel policies and procedures.

• Must be self-disciplined, organized, and able to effectively coordinate and collaborate with team members.

• Extremely proficient with Microsoft Office Suite or related software; as well as Excel, PPT, Internet, Cloud, Forums, Google, and other business tools required for this position.

Education, Experience, Skills, and Requirements

• Bachelor’s degree in business administration or related field.

• At least 5 years of experience in the healthcare industry, ideally with experience working with or in physician practices.

• In-depth knowledge of practice operations, best practices, and technologies.

• Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences.

• Ability to transform data into actionable recommendations.

• Ability to leverage data to drive decision-making and continuous improvement.

• Proficient in MS Office applications and ability to learn department and job-specific software systems (e.g., applicable practice management and EMR systems).

• Proficiency in customer service software, CRM systems, and other relevant tools.

• Knowledge of HIPAA Security preferred.

• Hybrid rotation schedule and/or onsite as needed.

CORE COMPETENCIES:

Accountability:

• Demonstrate an understanding of the link between one's own job responsibilities and overall organizational goals and needs.

Analytical Thinking:

• Demonstrate the ability to deconstruct information into smaller categories in order to draw conclusions.

Decision Making:

• Manage to make the right decision in complex situations.

Management and Leadership:

• Demonstrate the ability to influence and guide members of an organization.

Result Oriented:

• Demonstrate knowledge in setting and achieving challenging goals.