MPOWERHealth · 21 hours ago
Clinical Client Success Manager
US-NC-
Full-time
Onsite
Mid Level
3+ years expMPOWERHealth is a company focused on enhancing client engagement within healthcare services. The Clinical Client Success Manager is responsible for managing client accounts, ensuring effective communication, and providing operational support to enhance client satisfaction and retention.
Health CareInformation TechnologyMedicalMedical Device
Responsibilities
Influence and manage client expectations regarding MPOWERHealth products and services
Continually seek opportunities to improve operations, including people, processes, methodologies, and technologies
Mentor fellow Client Success team members
Regularly interact across functional areas with senior management to ensure objectives are met
Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately
Provide the leadership to ensure that clients’ service delivery needs are met in all geographic and functional areas throughout their lifecycle at MPOWERHealth
Onboard new clients from initial meeting through scheduling cases with ongoing proactive communication with a high focus on new clients in their first 9 months of onboarding
Coordinate with internal departments on implementation of new client business
Drive clear thinking and excellent problem solving to a range of business or clinical challenges that may arise
Responsible for identifying and executing opportunities to engage clients
Develop a trusted advisor relationship with client stakeholders to ensure they are leveraging the MPOWERHealth services to achieve full business value
Proactively own and manage service delivery for high-visibility and high-touch client relationships
Perform regular calls or face-to-face meetings with assigned clients to review reporting, additional training needs, project status, review outstanding issues and any new opportunities to integrate additional services
Communicate consistently with management regarding key escalations and priority issues
Partner with clients and help them follow best practices and optimize use of MPOWERHealth’s services/products
Understand short and long-term client goals and objectives
Keep the client informed of key information that may be critical to their success (e.g., new services, client events, or industry changes)
Proactively manage, measure, track, and resolve client issues to ensure their timely resolution
Lead recurring meetings with surgeons
Analyze operational metrics, identify trends and problem areas for all assigned clients. Partner closely with functional operational leaders to ensure client needs, Service Level Agreements and business goals are met
Serve as the voice of the client, track the pulse of our clients, and help them get the most out of our products and services
Drive issue resolution using standard process/procedures in coordination with supporting resources
Collaborate with the clinical leaders, analyze, summarize, report, and manage performance data related to business operations
Perform regular tailored client account reviews to discuss client performance metrics (Service Level Agreement, Client satisfaction)
Deliver excellent client experience through a data driven approach
Monitory and evaluate client satisfaction, identify additional needs that align with MPOWERHealth’s service offerings, and proactively address client concerns or requests
Lead and participate in projects that directly impact the client, including process improvement initiatives
Improve internal efficiency and client satisfaction by proactively identifying opportunities to optimize existing or new services, processes and tools
Recognize and resolve systemic issues to prevent them from repeating
Document, track, and support compliance with Service Level Agreements
Track client information in SalesForce
Identify and seek opportunities to cross-sell MPOWERHealth suite of products and services through finely tuned client relationships as they are built
Assist Business Development team in various sales meetings with new clients
Play an active role in supporting the renewal process
Monitor and recommend strategies to increase client usage and adoption
Qualification
Required
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
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, navigating within a multi-state organization
Ability to manage ambiguity and the organizational acumen to establish effective internal networks
Ability to lead client discussions and have a high comfort level with conflict resolution
Ability to work closely and collaborate with every department within MPOWERHealth
Ability to prioritize, multi-task, and perform effectively under pressure
Be a 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 materials that have a meaningful impact
Must maintain professional appearance
Ability to be at work on a regular and consistent basis
Travel expectation of 25%, at a minimum, with the potential for additional travel as necessary
Company
MPOWERHealth
MPOWERHealth is a virtual health system, with end-to-end solutions that close the gap between cost and quality in musculoskeletal care.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Scott LaRoque
Chief Executive Officer & Founder
John Baldwin
VP, Chief Information Officer
Recent News
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