Client Service Manager – West

REPORTING TO: Client Service Director

OPPORTUNITY:

The GetWellNetwork Client Service Manager is primary account owner for a pool of GetWellNetwork clients responsible for effective product utilization and successful service outcomes, ultimately driving toward increased client satisfaction, contract renewal and expansion across their pool. Through their close partnership with hospital staff, Client Service Managers advise on how the GetWellNetwork can drive and support patient-centered care practices, ultimately strengthening and growing the GetWellNetwork relationship with client organizations.

The role is located on the West Coast with travel to the Portland, OR and/or Seattle, WA area.

RESPONSIBILITIES:

• Serve as the overall account owner and central point of contact from GetWellNetwork for a designated pool of clients, responsible for driving utilization of the GetWellNetwork system, documenting measurable outcomes, and ultimately securing timely contract renewal.
• Responsible for managing assigned clients’ product portfolio and driving overall revenue of their account base; develop plans to promote expansion and add-on opportunities; assist Client Service Director in securing renewals.
• Develop, manage and maintain excellent relationships with all nursing staff, hospital administrators and other key client contacts; Serve as one of the primary points of contact in our account model for the client, providing superior customer service to nurses, administrators, other staff members. Actively solicit staff and patient feedback; communicate results to appropriate representatives.
• With the Value Realization Lead and CSD, assist in the development and execution of strategic and clinical outcomes achievement plans for accounts; Advise client on the roadmap for achieving outcomes, our interactive patient care tools and their effectiveness regarding outcomes as well as the overall utilization of the GetWellNetwork system.
• Support key executive meetings to review the strategic plan on ROI.
• Deliver and support a strong initial and ongoing training program for assigned clients
• Monitor client satisfaction and quality goals by facilitating regular project status meetings with appropriate hospital representatives. Continuously communicate updates to hospital staff regarding all aspects of the use and status of system to include ROI/VOI.
• Responsible for scheduling, setting the agenda, and ensuring appropriate attendance at all client meetings. Identify and coordinate with all internal players and collate information from various GWN stakeholders advance of client meetings.
• Drive utilization of the GetWellNetwork system by conducting quarterly account review meetings pertaining to account roadmap; conduct nurse and staff training, orienting them on the functionality and use of the system; actively participate in hospital staff nursing and steering committee meetings promoting interactive patient care.
• Regularly monitor system utilization; identify and address any “hot spot” areas of underutilization; continuously work with staff to improve system utilization, as well as provide recommendations for improvement.
• Maintain an understanding of full contract terms for each client relative to equipment, features and functionality. Work with internal GetWellNetwork stakeholders to develop strategy for implementing features and functionality to drive outcomes for clients.
• Partner with Technical Services Lead to oversee and ensure prompt resolution of operational and technical issues or complaints.
• Create, audit and maintain system content or work with the GetWellNetwork team to create hospital specific content.
• Be knowledgeable and conversant about client’s current relationship with GetWellNetwork, document and maintain client information in Salesforce
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations.
• Other duties as assigned.
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations.

ABOUT YOU:

• Having a “thick skin” in managing difficult situation, client complaints and serving the best interests of both the client and GetWellNetwork.
• Independent and self-motivated while being an active participant of a larger team.
• Ability to gain respect and influence diverse hospital audience including senior leadership, nursing staff, technical employees, etc.
• Dynamic communicator, able to motivate and influence others through fact based client and product understanding, combined with genuine passion for the product.
• Customer service focused – we are each individually committed to our client experience.
• Ability to work as part of a remote team and maintain GetWellNetwork focus while based on client site.
• Desire to make a meaningful impact on patient’s lives.
• Previous project management experience preferred.
• Demonstrated history of service excellence.
• Flexibility in schedule required, including working occasional weekends and evenings as required.

ABOUT GETWELLNETWORK:

GetWellNetwork® is the Precision Engagement™ healthcare company. Our solutions engage patients and families, empower clinicians and deliver outcomes that matter. From inpatient to outpatient, to physician practices and urgent care clinics, to patients on the go, GetWellNetwork offers the only cross-continuum platform that performs across every care setting.

With more than 300+ employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If you’re passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you!

GetWellNetwork is an Equal Opportunity Employer.

Required Skills

Required Experience