Account Manager, Provider Success

About the role

Clover/Counterpart Assistant (CA) is the platform that our primary care partners use at the point of care. It surfaces what a physician needs to know about a patient in the moment they need to know it, and it changes what happens in the exam room when a practice puts it to work. The Provider Success team is how that happens. We work directly with primary care practices across our markets to bring them onto the platform, keep them using it well, and carry clinical work from our medical leadership into the practices where it will reach patients.

As an Account Manager, you own a panel of primary care practices. You are the person accountable for whether CA takes hold there. This is a field role, and you will spend most of your week inside practices with physicians and office staff, learning how each one uses CA within workflow and helping practices figure out what it will take to adopt best practice to attain desired results.

Responsibilities

• Own a panel of primary care practices as their single point of contact for the CA relationship, spending 70-80% of your time in the field, working directly with practices.
• Onboard new and newly enrolled practices onto CA, running activation, configuring the platform around the practice's existing workflow, and training physicians and staff to first productive use.
• Drive sustained adoption across your panel by monitoring how each practice uses the platform, diagnosing deviations from expectation, and intervening to ensure expectations are attained.
• Carry clinical initiatives from our Chief Medical Officer into your panel of practices, translating quality and total-cost-of-care work into something a busy physician will do, then following it to completion, and following up if expectations are not attained.
• Deliver enterprise projects that need someone who understands what happens inside a practice, and bring the field view back to our Product, Clinical, and Growth teams.
• Partner with Growth on new practice acquisition in your territory, which may include drop in visits with new practices to secure business development meetings for the Growth team.
• Coordinate and hand off provider relation, insurance issues to the Providers Relations team within the Clover MA Plan. Check to see that your panel of practices are receiving timely provider relations issue resolution. When/If they are not, reach out to the Provider Relations team to accelerate resolution efforts where appropriate.
• Assist practice with adoption of CA Quick Launch.
• Facilitate practice transitions to new CA agreements, applying the designated value proposition for each change.
• Share learning, barriers, solutions, and real-time results for your panel of practices transparently with other Account Managers in a large group setting.

Success in this role looks like

• In your first 90 days: You know our value proposition and can demo CA. You know your panel. You've been onsite with each of your practices, evaluated whether CA has been adopted into the practice workflow appropriately, and identified any workflow constraints and decision-makers at each one. For practices that need improvement, you have a documented plan.
• In your first 6 months: Your panel's CA utilization is moving toward or has reached goal. You have ensured that all providers in each panel practice have been onboarded and/or retrained where necessary, based on specific, measurable standards. You have delivered your first clinical initiative to completion. You can share the results and status of any clinical or enterprise initiative for your panel of practices in real time.
• Over time: Your practices are among the strongest performers in the market on CA utilization and encounters per provider. Physicians in your panel call you about CA and clinical initiatives before they call anyone else at Clover, and the clinical initiatives you carry land because of how you position them.

Qualifications

• You have worked directly with primary care practices, from the payer side or from inside a practice, and you understand how one actually runs.
• You can hold a real conversation with a physician that balances empathy, understanding, value proposition and call to action. You know enough about clinical workflow and documentation that a doctor treats you as a trusted advisor rather than a plan representative.
• You are comfortable with skepticism. Most practices you meet are not looking for another piece of software, and your job is to enhance how they work toward improved clinical outcomes.
• You read data and act on it. Given a utilization report, you can find the practice that is slipping and build a plan for it and execute the plan in a timely fashion.
• You run your own territory. You are in the field approximately four days a week, you manage your own cadence, you are comfortable being held accountable and tracking your efforts in detail, and you do not need close supervision for success.

Benefits

• Financial Well-Being: Competitive base salary and equity opportunities, performance-based bonus program, 401k matching, and regular compensation reviews.
• Physical Well-Being: Comprehensive medical, dental, and vision coverage.
• Mental Well-Being: No-Meeting Fridays, monthly company holidays, access to mental health resources, generous flexible time-off policy, and a remote-first culture.
• Professional Development: Learning programs, mentorship, professional development funding, and regular performance feedback and reviews.
• Additional Perks: Employee Stock Purchase Plan (ESPP), reimbursement for office setup expenses, monthly cell phone & internet stipend, remote-first culture, paid parental leave for all new parents.

Pay

Base salary range: $107,000 - $140,000 USD