Client Service Manager, Government - Coatesville, PA

About the role

We’re looking for a talented, enthusiastic and committed Client Service Manager to work onsite at the Coatesville, PA Veterans Administration Medical Facility. As the Client Service Manager, you will be responsible for effective product utilization and successful outcomes for the Get Well system. You will partner with hospital staff, advising on how Get Well can drive and support patient-centered care practices, collaborate on the interactive patient care blueprint, and take the program to the next level by driving nurse engagement, increasing utilization, and leading projects to improve outcomes.

Responsibilities

• Develop, manage and maintain excellent relationships with nursing staff, hospital administrators, and other key client contacts.
• Serve as a primary point of contact 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 the client on the roadmap for achieving outcomes, interactive patient care tools, and system utilization.
• 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 hospital representatives.
• Continuously communicate updates to hospital staff regarding system use and status.
• Drive utilization of the Get Well system by conducting quarterly account review meetings, nurse and staff training, and orienting them on system functionality.
• Actively participate in hospital staff nursing and steering committee meetings promoting interactive patient care.
• Monitor system utilization daily; identify and address areas of underutilization; 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 and complaints.
• Execute and manage action plans for implementing features and functionality to achieve strategic outcome objectives.
• Create, audit, and maintain system content or work with the Client Innovation team to create hospital-specific content.
• Triage and be the primary point of contact at the client site for hardware and software issues related to the Get Well Patient Engagement Platform.
• Other duties as assigned.

Requirements

• Bachelor’s Degree or equivalent.
• 4-6 years of 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 sensitive information, including ePHI and PHI.

Skills

• Ability to work effectively under pressure and in a fast-paced environment.
• Exceptional relationship builder with an understanding of internal hospital relationships.
• Dynamic communicator; ability to motivate and influence others through fact-based client and product understanding.
• Strong customer service focus.
• Thrives in an environment of uncertainty and flexibility.
• Ability to work as part of a remote team while maintaining focus on client site.
• Desire to make a meaningful impact on hospital outcomes and patients’ lives.
• Willing to work evening/weekend hours as needed.

About the Company

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 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 over 85 million patients, including 8 million U.S. military veterans. The company's award-winning solutions were recognized in 2024 by KLAS Research, Fierce Healthcare, and AVIA Marketplace.

A SymphonyAI Group company, GW RhythmX leverages firm assets, including over $1 billion in R&D investment, longitudinal data on 300 million patients, 4.4 billion total annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.

Pay

The estimated pay range for this position is $65,000 - $75,000 in base salary plus an annual incentive bonus. Base salary is dependent on factors including education, experience, and skills.

Benefits

• Exceptionally generous paid time away from work.
• Variety of paid leave programs.
• Savings opportunities with 401(k) and incentive plans.
• Internal education programs.
• Full array of health benefits.
• Fitness reimbursement.
• Cell phone subsidy.
• Casual offices with snacks and drinks.
• Peer recognition programs.
• Health advocacy and employee assistance programs.
• Chili cook-offs and other social events.
• Pet insurance.