Clinical Client Success Manager

Job Summary

The Clinical Client Success Manager is responsible for managing client accounts, communicating with clients, and providing operational support for clinical services. Success hinges on customer engagement and retention.

Work Structure

This is a hybrid opportunity focusing on current responsibilities while supporting Clinical Client Success initiatives. Leadership involves influencing client expectations and improving operations.

Client Onboarding

• Onboard new clients from initial meeting through scheduling cases, with a high focus on the first 9 months.
• Coordinate with internal departments on new client implementations.

Client Experience

• Drive clear thinking and solve business or clinical challenges.
• Engage clients and develop trusted advisor relationships.
• Manage service delivery for high-visibility and high-touch client relationships.
• Perform regular calls/meetings to review reporting, training needs, project status, and outstanding issues.
• Communicate with management on key escalations and priority issues.
• Partner with clients to help them follow best practices and optimize use of MPOWERHealth’s services/products.
• Understand and communicate short and long-term client goals and objectives.
• Keep clients informed of critical information affecting their success.
• Proactively manage, measure, track, and resolve client issues.
• Lead recurring meetings with surgeons and analyze operational metrics.
• Partner with clinical leaders to manage performance data and drive issue resolution.

Optimization and Special Projects

• Lead and participate in projects impacting clients, including process improvement initiatives.
• Identify and optimize existing or new services, processes, and tools.
• Resolve systemic issues to prevent repetition.

Client Service Tickets & SF Administration

• Document, track, and support compliance with Service Level Agreements.
• Track client information in Salesforce Business Development.
• Seek opportunities to cross-sell MPOWERHealth suite of products and services.
• Assist Business Development team in various sales meetings.
• Support the renewal process and monitor strategies to increase client usage and adoption.

Client Reviews

• Perform regular client account reviews to discuss performance metrics and client satisfaction.
• Evaluate client satisfaction and address additional needs.
• Proactively address client concerns or requests.

Education and/or Experience

• Bachelor’s Degree or equivalent combination of education and experience.
• 3-5 years’ experience as an Account Manager or similar role, with emphasis on client accounts within healthcare revenue cycle management.
• Experience in insurance, benefits, or healthcare revenue cycle.
• Experience in developing executive-level client relationships, including negotiation, presentation, and polished communication skills.

Skills/Specialized Knowledge

• Successful management of cross-functional and interdepartmental teams to achieve client goals.
• Ability to manage multiple projects, responsibilities, and competing priorities.
• Ability to review data, provide analytical feedback, and make recommendations.
• Strong written and communication skills.
• Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint.
• Ability to influence others and work cross-functionally, navigate within a multi-state organization.
• Ability to manage ambiguity and establish effective internal networks.
• Flexible and adaptable to changing business requirements and environments, able to influence difficult clients.
• Ability to lead client discussions and handle conflict resolution.
• Ability to work closely and collaborate with every department within MPOWERHealth.
• Ability to prioritize, multitask, and perform effectively under pressure.
• Self-starter who is eager to learn the business at a fast pace.
• Troubleshooting and problem-solving skills with creative ability to overcome challenges.
• Strong organization, analytical, and project management skills, and the ability to effectively multi-task.
• Exceptional presentation skills and the ability to pull together impactful materials.

Other Requirements

• Maintain professional appearance.
• Able to be at work regularly and consistently, with a minimum travel expectation of 25% and potential for additional travel.

Physical and Mental Demands

• Spend long hours sitting and using office equipment and computers.
• Occasionally lift supplies and materials up to 20 pounds.
• May need to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate, and communicate.

What's Next?

If you're ready to join our growing team, apply today and help us create a future where success is the standard.