Requirements:

Primary Responsibilities:

• Serve as the company’s primary owner of overall client satisfaction and success.
• Develop a productive, ongoing relationship with client stakeholders:
  • Assess client relationship and overall usage activity to gain insight, verify client value and communicate value on an ongoing basis
  • Seek to understand their needs and feedback.
  • Use company processes and resources effectively
  • Play nice with colleagues
• Be an effective communicator, including “old school” face time and phone calls versus an over-reliance on email
• Have skills necessary for effective planning, implementation, and start-up for new clients
• Document and track client issues and accountabilities across various areas in the company for follow-up.
• Review and present client usage results on a regular basis and identify issues that need to be addressed.
• Create a Client Success Plan for each client which should be documented and tracked.
• Be a team member with other parts of the organization to help improve the client experience and client satisfaction and success
• Seek help or support for special skills when needed for client satisfaction
• Assume responsibility for technical updates and reviews of clients assigned

Desired Skills, Attitudes, and Experience

• Experience in healthcare at either the hospital case management level or within a post-acute provider setting in addition to account and/or project management.
• Scrupulous adherence to HIPAA privacy and security policies.
• Proficiency with or able to quickly acquire skills with Microsoft Office Suite and other web-based tools and systems.
• Detail-oriented, well organized, with time-management and project management skills.
• Demonstrated ability to work remotely.
• Exhibit excellent verbal and written communication skills.
• Strong interpersonal relations skills – Listening, Empathy, Clarity, Ownership
• Willing to work flexible hours depending on client location.
• Use analytical, organizational and process management skills.
• Seek a thorough understanding of a situation, be a problem solver
• Ability and willingness to work in a time-limited, structured, and solution-focused environment
• Ability and willingness to function independently and proactively in an environment with multiple team members while fostering and maintaining a team environment
• Flexibility to adapt to unforeseen needs or circumstances
• Clear and effective communication of professional needs and willingness to accept support and feedback

What does the right hire look like and embody?

• Great communication skills, ownership, and advocacy
• Humility, curiosity, discipline, and creativity
• Able to establish relationships and alliances quickly across their portfolio and within the organization
• Friendly, assertive, outgoing, organized, proactive
• Ability to learn quickly and readily ask for assistance.
• Self-motivated and self- governing
• Possess effective time management skills
• A knack for managing multiple projects
• Has the ability to work autonomously