Clinic Engagement Manager

About us

MAVEN Project connects experienced volunteer medical specialists with frontline primary care providers at community health centers across the nation through telehealth. This collaboration enhances providers’ capacity to deliver comprehensive care to underserved patients through expert consultation, mentoring, and education. Demand for the MAVEN Project’s model and services has grown amid widespread telehealth adoption and barriers to specialty care access. As such, MAVEN Project is positioned for significant expansion over the next several years, building resources and capabilities for a model that has been successful nationwide.

JOB SUMMARY

The Clinic Engagement Manager (CEM) plays a pivotal role in maintaining the relationships between MAVEN Project and partner clinics. This role integrates clinical and operational experience to build and foster client relationships and plays a vital role in operationalizing and optimizing the business model to provide timely access and healthcare expertise to safety net clinics. This is a 100% remote, US-based position.

DUTIES AND RESPONSIBILITIES

• Collaborates with the Senior Director of Clinic Partnerships to protect MAVEN Project’s quality reputation by embracing the mission, vision, and values of the organization.
• Improves patient satisfaction through a sense of ownership by creatively engaging clinic leads and providers.
• Professionally and enthusiastically provides direction to clinic partners inquiring with questions about utilization with electronic consults, continuing medical education, clinical mentoring, leadership coaching, and case-based learning.
• Demonstrates competency, utilizing evidence-based best practices with all services to train and orient clinic partners and MAVEN Project volunteers for participation in telehealth programs.
• Collaborates as appropriate with other departments to ensure efficient processes and facilitates problem-solving.
• Manages meetings and administrative support, as necessary, to support the business including the creation of meeting agendas, documenting notes and establishing follow-up timelines in concert with health care organization staff, physician volunteers and The MAVEN Project team.
• Proactively develops relationships by listening to and understanding clinic partners, while anticipating and providing solutions to clinic needs, giving high priority to customer satisfaction.
• Atempts to resolve and de-escalate all issues received from clinic partners tactfully and professionally, escalating any unresolved issues to the Senior Director of Clinic Partnerships, ensuring that all activity is documented accurately.
• Will be relied upon to answer questions, address concerns, and help with MAVEN Project services.
• Builds trust by working as a team member, as well as independently, with minimal supervision.
• Able to effectively manage a high volume of provider requests and multiple tasks in a fast-paced environment using a computerized database for information access.
• Surely timely distribution of utilization and engagement reports to clinic partners according to their preferred distribution (i.e., monthly, quarterly, etc.).
• Knows how to appropriately address customer concerns creatively and share feedback with other teammates.
• Attends and participates in organization and clinic meetings, as required. May be required to participate in meetings outside the normal workday in support of various time zone which our partner clinics reside including those outside the USA.
• Will adhere to MAVEN Project privacy, HIPAA, and confidentiality standards.
• Create, update, and maintain workflow-related resources, including portal guides, one-pagers, and brief instructional videos, to support consistent clinic partner onboarding, training, and engagement.
• Must understand and demonstrate compliance according to MAVEN Project policies and procedures.
• Performs other duties and assumes other responsibilities as apparent or assigned, including mutually agreed-upon objectives such as supporting efforts.
• Be adaptable to changing priorities, work schedules, and business needs while maintaining professionalism, customer-focused composure, and a solutions-oriented approach.

QUALIFICATIONS

• Ability to work Monday through Friday from 8 am - 5 pm with flexibility of working hours dependent upon organizational needs or the expansion of services with minimal distractions.
• Excellent written, verbal, and presentation communication skills.
• Self-confidence in speaking in front of large or small groups.
• Experience creating, tracking, and analyzing data related to operations, performance, and strategy.
• Ability to identify project issues, communicate to Senior Director, and propose and implement innovative, effective solutions.
• Proficiency or ability to learn CRM systems and virtual collaboration tools.
• Strong interpersonal skills with the ability to build and maintain positive relationships with clients, clinical partners and internal teams.
• Demonstrates flexibility with work schedule, priorities, and changing operational needs.
• B.A./B.S. required.

EXPERIENCE

• Two to five years of professional experience working in clinical delivery, health care consulting, telehealth, telemedicine, digital health, mHealth, or other health-related industries.
• Prior experience working in clinical setting or demonstrated knowledge of Federally Qualified Health Centers (FQHCs), Free and Charitable Clinics (FCCs), or similar healthcare organization is strongly preferred but not required.
• Experience collaborating with cross-functional teams and supporting client or patient facing operations within healthcare or technology-enabled services is preferred.