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Client Experience Manager

3 months ago

San Antonio, Texas, United States Mpower Health Full time

We are looking for a Client Experience Manager at 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:

  • Leadership:
    • Influence and manage customer expectations regarding HaloMD 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 HaloMD services in order to achieve full business value
  • 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 HaloMD 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:

  • Bachelors 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 HaloMD & affiliated companies
  • 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