Client Services Coordinator

About Us

HCPro, LLC. is a leading provider of integrated information, education, training, and consulting products and services in the vital areas of healthcare regulation and compliance. We help healthcare organizations drive consistency and maximize efficiencies across the revenue cycle, resulting in measurable clinical, quality, and financial improvements. We are a multidisciplinary tech-enabled business education company. Our goal is to drive revenue cycle efficiency through education.

Delivering Information in Meaningful Ways
We combine intuitive technology and targeted subject matter expertise to empower people to exceed their professional goals.

Driving Improvement from Within
We partner with healthcare providers to create a culture that values education and prioritizes compliance, quality care, and revenue cycle success.

Aligning People, Process, and Policy
We understand the intricate nuances of both acute and post-acute healthcare settings so we can help streamline efficiencies and support the implementation of complex compliance initiatives.

About the Role

We are seeking a Client Services Coordinator to support product development and daily activities of one of our company's most exciting products—PROPEL. This product provides customers with an annual membership to custom education and training solutions. In this role, you are the face of our company, working closely with clients to coordinate logistics for education delivery, answer customer questions, problem-solve, and provide excellent customer service. As the customer's primary contact and advocate, you become an expert in their organization, needs, and membership benefits.

With the guidance of the Product Manager and Product Director, you will collaborate with other internal departments to ensure clients have a positive relationship with our company. The PROPEL Client Services Coordinator also supports product development and product management by conducting customer/market research, performing competitive analyses, contributing to efforts to support sales and marketing, and suggesting and implementing product and process improvements based on interactions with customers and internal teams.

The ideal candidate is extremely organized, detail-oriented, has strong interpersonal skills, and is not afraid to ask questions. He or she will display confidence and acumen when interacting with customers, subject matter experts, and colleagues.

Responsibilities

• Serve as the liaison between customers, subject matter experts, and internal teams to ensure all parties have the necessary information to deliver best-in-class training
• Communicate with clients to address their educational and technical needs and build strong relationships
• Coordinate training topic selection, logistics, and moderate monthly calls for multiple clients simultaneously
• Maintain client information within internal databases
• Follow internal protocols for client and internal communication and documentation
• Resolve all client inquiries or issues independently or by triaging to/following up with the appropriate internal parties in a timely manner
• Respond quickly and appropriately to customer requests
• Communicate regularly with internal and external customers to identify information needs
• Assist in the launch and ongoing execution of special PROPEL projects in the development pipeline
• Review educational materials to ensure any content sent to clients looks polished and professional
• Support the development and execution of the product roadmap
• Conduct market and customer research and analyze results
• Be a product expert for internal teams to ask questions

Requirements

• A/BS degree or a minimum of 1 year of professional experience supporting a product, marketing, or client services team
• Excellent written and verbal communication skills
• Experience with Microsoft Outlook, Excel, PowerPoint, and remote communication platforms (Zoom, GoTo Suite, Teams, etc.)
• Can-do attitude and willingness to learn and grow into a product development professional
• Highly organized with ability to multitask in a fast-paced environment
• Ability to work collaboratively with other internal stakeholders
• Strong communication skills