Client Advocate

HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, HealthMark transforms administrative processes into seamless digital solutions. From HealthMark’s proprietary MedRelease platform for Release of Information, the company is pioneering an efficient, compliant, and patient-centric approach to support the entire spectrum of the patient information journey. Founded in 2006 with corporate headquarters in Dallas, TX, HealthMark has been named to both the Dallas 100 and the Inc. 5000 for multiple years as one of the fastest-growing companies in the region and the country.

About the role

The Client Advocate plays a critical role in ensuring HMG clients remain loyal and satisfied by delivering best-in-class service. This person oversees a portfolio of clients to ensure their service needs are handled timely and efficiently, representing the client's voice within HealthMark to inform decision-making. The Client Advocate acts as a liaison between clients and cross-functional teams to ensure successful delivery of contracted Release of Information services and expedite resolution to any issues or concerns. They nurture client relationships to maintain high satisfaction and engagement by consistently demonstrating the value of HealthMark’s services. Success is measured by role requirements, individual success metrics, and client retention and satisfaction.

Responsibilities

• Serve as the client’s official liaison to ensure their needs are quickly heard and addressed.
• Understand clients’ needs and expectations to build trust, maintain satisfaction, and foster loyalty.
• Expedite client issues to mitigate friction or noise that negatively impacts their work.
• Keep clients informed of relevant HealthMark educational information and tips to enhance industry reputation.
• Manage and track client satisfaction in HubSpot to prevent dissatisfaction or account loss.
• Document and track all client meetings, critical conversations, and reported issues in HubSpot for proper follow-up and trend analysis.
• Document all actions taken on requests for information in MedRelease to ensure transparency.
• Be highly knowledgeable of MedRelease and EMR request routing to optimize client usage of services.

Requirements

• College degree or at least 3 years of experience working with client accounts.
• Effective communication skills (verbal and written) demonstrating professionalism and positivity.
• Expertise in cross-functional collaboration to build strong working relationships, expedite problem-solving, and identify improvement opportunities.
• Strong organizational skills to ensure timely and successful completion of onboardings and projects.
• Openness to coaching and feedback for continuous growth.
• Self-sufficient and disciplined, able to work independently while focusing on individual and team goals.
• Ability to stay positive and measured when faced with challenges, systematic in work to maintain client happiness, and eager to learn.
• Proficient in Microsoft applications including Excel; CRM experience preferred.
• Ability to travel 25% for in-person client meetings and company or team-mandated events.