Client Experience Manager - San Antonio, United States - Mpower Healthcare

Description

Overview

HaloMD


Benefits:

• Multiple medical plan options
• Health Savings Account with company contributions
• Dental & vision coverage for you and your dependents
• 401k with Company match
• Vacation, sick time & Company paid holidays
• Company wellbeing program with health insurance incentives

Responsibilities

The Client Experience Manager, must have an in-depth understanding of revenue cycle management, data analytics knowledge, critical thinking skills to analyze processes, as well as have a keen eye for identifying problems and presenting long-term solutions.

This role requires exceptional customer service and communication skills in the handling of physician customers.

This position requires a professional individual with a proven track record of demonstrated leadership.

The ideal candidate must be able to prioritize job responsibilities and demands, execute contractual agreements, and provide day-to-day management and operational support of management services.

And finally, a Client Experience Manager must be flexible, proactive, and have the discipline to work remotely as well as part of a team.

Responsibilities will include:


Leadership:

• Influence and manage customer expectations regarding MPOWERHealth products and services
• Provide the leadership to ensure that clients' service delivery needs are met in all geographic and functional areas
• Regularly interact across functional areas with senior management to ensure objectives are met
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately

Client Onboarding:

• Onboard new clients through established sales/implementation cycle
• Provide ongoing proactive communication with a high focus on new customers as they progress in their first 12 months of business
• Coordinate with internal departments on implementation of new client business
• Ensure contractual support service deliverables are understood and managed effectively

Client Experience:

• Proactively own and manage service delivery for high-visibility and high-touch customer relationships
• Drive clear thinking and excellent problem solving to a range of business challenges
• Responsible for identifying and executing opportunities to engage clients
• Develop a trusted advisor relationship with customer stakeholders to ensure they are leveraging the MPOWERHealth services in order to achieve full business value
• 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
• Inform and train clients to adopt best practices and optimize use of MPOWERHealth services and products
• Understand short and long-term customer goals and objectives
• Proactively manage, measure, track, and resolve customer issues to ensure their timely resolution
• Perform regular tailored customer account reviews to discuss customer performance metrics
• Analyze operational metrics, identify trends and problem areas for all assigned clients.
• Partner closely with functional operational leaders to ensure customer needs, contractual agreements, and business goals are met
• Drive issue resolution using standard process/procedures in coordination with supporting resources
• Document, track, and support document compliance
• Track client information and interactions in SalesForce

Optimization and Special Projects:

• Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new services, processes, and tools
• Recognize and resolve systemic issues to prevent them from repeating

Business Development:

• Identify and seek opportunities to cross-sell MPOWERHealth suite of products and services
• Assist Business Development team in various meetings with new clients
• Monitor and recommend strategies to increase client usage and adoption.

Qualifications

Requirements

• Bachelor's Degree or equivalent combination of education and experience
• 5+years experience as an Account Manager or similar role, with emphasis on client accounts within healthcare revenue cycle management
• 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
• Experience in insurance, benefits, or healthcare revenue cycle.
• 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
• Experience in developing executive level customer relationships including negotiation, presentation, and polished communication skill
• Flexible and adaptive to changing business requirements and environment, able to influence difficult customers
• 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
• Possible travel expectation up to 50%, with the potential for additional travel as necessary

#IND123

Responsibilities The Client Experience Manager, must have an in-depth understanding of revenue cycle management, data analytics knowledge, critical thinking skills to analyze processes, as well as have a keen eye for identifying problems and presenting long-term solutions.

This role requires exceptional customer service and communication skills in the handling of physician customers. This position requires a professional individual with a proven track record of demonstrated leadership.

The ideal candidate must be able to prioritize job responsibilities and demands, execute contractual agreements, and provide day-to-day management and operational support of management services.

And finally, a Client Experience Manager must be flexible, proactive, and have the discipline to work remotely as well as part of a team.

Responsibilities will include:


Leadership:

• Influence and manage customer expectations regarding MPOWERHealth products and services
• Provide the leadership to ensure that clients' service delivery needs are met in all geographic and functional areas
• Regularly interact across functional areas with senior management to ensure objectives are met
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately

Client Onboarding:

• Onboard new clients through established sales/implementation cycle
• Provide ongoing proactive communication with a high focus on new customers as they progress in their first 12 months of business
• Coordinate with internal departments on implementation of new client business
• Ensure contractual support service deliverables are understood and managed effectively

Client Experience:

• Proactively own and manage service delivery for high-visibility and high-touch customer relationships
• Drive clear thinking and excellent problem solving to a range of business challenges
• Responsible for identifying and executing opportunities to engage clients
• Develop a trusted advisor relationship with customer stakeholders to ensure they are leveraging the MPOWERHealth services in order to achieve full business value
• 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
• Inform and train clients to adopt best practices and optimize use of MPOWERHealth services and products
• Understand short and long-term customer goals and objectives
• Proactively manage, measure, track, and resolve customer issues to ensure their timely resolution
• Perform regular tailored customer account reviews to discuss customer performance metrics
• Analyze operational metrics, identify trends and problem areas for all assigned clients.
• Partner closely with functional operational leaders to ensure customer needs, contractual agreements, and business goals are met
• Drive issue resolution using standard process/procedures in coordination with supporting resources
• Document, track, and support document compliance
• Track client information and interactions in SalesForce

Optimization and Special Projects:

• Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new services, processes, and tools
• Recognize and resolve systemic issues to prevent them from repeating

Business Development:

• Identify and seek opportunities to cross-sell MPOWERHealth suite of products and services
• Assist Business Development team in various meetings with new clients
• Monitor and recommend strategies to increase client usage and adoption.