Client Service Manager, Government - Charleston, SC

About the Opportunity

Get Well is seeking a Client Service Manager to work onsite at the Charleston, SC Veterans Administration Medical Facility. This role is responsible for effective product utilization and successful outcomes for the Get Well system at the designated client hospital. The Client Service Manager partners with hospital staff to advise on how Get Well can drive and support patient-centered care practices, collaborating with hospital staff and internal teams to gain alignment on the interactive patient care blueprint for success. The role focuses on driving nurse engagement, increasing utilization, and leading projects to drive outcomes.

Responsibilities

• 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 the account model for the client, providing superior customer service to patients, nurses, administrators, and other staff members
• Actively solicit staff and patient feedback; communicate results to appropriate representatives
• Assist in the development and execution of strategic and clinical outcomes achievement plans for the account
• Advise client on the roadmap for achieving outcomes, interactive patient care tools and their effectiveness regarding outcomes, and overall utilization of the Get Well system
• Support key executive meetings to review the strategic plan on ROI
• Deliver and support a strong client training program for assigned facilities and/or region
• Educate and facilitate participation in research
• 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
• Drive utilization of the Get Well 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
• Monitor system utilization daily; identify and address any "hot spot" areas of underutilization; continuously work with staff to improve system utilization and provide recommendations for improvement
• Serve as the project manager on all development, content and configuration requests for the hospital; oversee and ensure prompt resolution of operational issues/complaints
• Execute and manage the action plan for implementing features and functionality to achieve strategic outcome objectives
• Create, audit and maintain system content or work with the Client Innovation Get Well team to create hospital specific content
• Triage and be the primary point of contact at the client site for hardware and software issues as they arise with the Get Well Patient Engagement Platform
• Other duties as assigned

Requirements

• Bachelor's Degree or equivalent 4-6 years military work experience required
• Clinical experience preferred
• Previous experience working within a hospital or other healthcare environment required
• Previous military personnel and veterans are encouraged to apply
• Previous project management and training experience preferred
• Demonstrated history of service excellence
• Occasional travel to Bethesda, MD headquarters required
• Flexibility in schedule required; may require occasional weekend availability
• Must be willing to submit to a federal government background check and regular drug testing
• Must be able to meet all client specific requirements, including immunizations and screening
• 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

Qualifications

• Ability to work effectively under pressure and in a fast-paced environment
• Exceptional relationship builder, understanding the nuances of internal hospital relationships and how to operate appropriately and effectively in the hospital environment to drive deliverables
• Dynamic communicator; ability to motivate and influence others through fact-based client and product understanding, combined with genuine passion for the product and hospital outcomes
• Customer Service focus – committed to client experience
• Thrives in an environment of uncertainty – strong sense of flexibility and ability to "go with the flow"
• Ability to work as part of a remote team and maintain Get Well focus while on client site
• Desire to make a meaningful impact on hospital outcomes and patients' lives
• Willing to work evening/weekend hours as needed

Pay

The estimated pay range for this position is $65,000 - $75,000 in base salary plus annual incentive bonus. Base salary is dependent on many factors including, but not limited to education, experience and skills.

About GW RhythmX

GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical insight, patient engagement, and system-wide care orchestration. The company combines market-leading AI precision care technology with extensive trusted patient engagement leadership to help health systems deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans. The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce Healthcare, and AVIA Marketplace. A SymphonyAI Group company, GW RhythmX leverages various firm assets, including $1B+ in R&D investment, longitudinal data related to 300 million patients, 4.4 billion total annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.