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Regional Client Success Manager

2 months ago

Jacksonville, Florida, United States Femwell Group Health Full time

JOB SUMMARY:

The Regional Client Success Manager plays a crucial role in collaborating with and assisting a selection of Femwell Group Health physician practices within the North Florida/Jacksonville area. This position serves as the primary contact for Office Managers, proactively addressing changes, resolving challenges, collecting ongoing feedback, and assessing key performance indicators (KPIs).

ABOUT US:

Femwell Group Health was established to enhance the operational efficiency of physician practices, enabling them to provide superior patient care. We currently support numerous physicians across Florida, offering services tailored to the management and growth of their practices. As a prominent management services organization, Femwell emphasizes operational excellence, allowing physicians to concentrate on patient health.

If you aspire to lead within a dynamic organization, Femwell could be the ideal environment for you. To discover more about Femwell, we invite you to explore our website.

KEY RESPONSIBILITIES:

  • Serve as the main point of contact between Femwell Group Health departments and physician practices to ensure timely resolution of operational issues, maintain effective communication, and identify opportunities for enhanced efficiency.

- Communicate concerns and suggestions promptly, providing recommendations and solutions for improvement (e.g., best practices, processes).

  • Foster relationships with physicians and office managers that promote open communication and transparency.

- Engage in Office Manager meetings to stay informed about challenges and celebrate successes.

  • Facilitate the successful implementation of new protocols and workflows within the assigned regional portfolio.
  • Ensure compliance with all regulatory policies and procedures, including mandatory training within each practice according to local, state, and federal standards.
  • Ensure all practices in the assigned region are knowledgeable about and trained to utilize available resources and operating systems.
  • Monitor and evaluate customer service metrics, feedback, survey data, and industry best practices to identify areas for improvement (e.g., response times, resolution rates, satisfaction scores, customer retention).

- Propose solutions to maximize outcomes.

- Provide regular reports to supervisors, highlighting customer service achievements, challenges, and suggested actions.

  • Develop and implement strategies to manage customer escalations and complex situations effectively.
  • Perform additional duties as assigned.

QUALIFICATIONS:

  • Bachelor's degree in business administration or a related field.
  • A minimum of 5 years of experience in the healthcare sector, preferably with experience in physician practices.
  • Comprehensive knowledge of customer service strategies, best practices, and technologies.
  • Strong customer focus and empathy, with a commitment to delivering outstanding customer experiences.
  • Excellent communication and interpersonal skills, capable of building relationships and collaborating with stakeholders at all levels.
  • Strategic thinking and problem-solving skills, with an emphasis on achieving business objectives.
  • Ability to convert data into actionable insights.
  • Proficient in MS Office applications and capable of learning job-specific software systems (e.g., practice management and EMR systems). Familiarity with customer service software and CRM systems is essential.
  • Ability to work remotely with some travel requirements in the North Florida/Jacksonville area.

CORE COMPETENCIES:

Accountability:

  • Understand the connection between individual job responsibilities and the overall goals of the organization.

Analytical Thinking:

  • Ability to break down information into smaller components to draw conclusions.

Decision Making:

  • Capable of making sound decisions in complex situations.

Management and Leadership:

  • Ability to influence and guide organizational members.

Results-Oriented:

Demonstrate proficiency in setting and achieving ambitious goals.

BENEFITS:

  • Competitive compensation structure.
  • Medical, dental, vision, and supplemental insurance.
  • Paid time off, including vacation, sick leave, and holidays.
  • 401K retirement savings plan.

WORK ENVIRONMENT: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

PHYSICAL REQUIREMENTS: Must be able to stand, walk, and sit; communicate verbally and in writing; use hands to handle or feel objects or controls. Occasionally required to lift and/or move up to 25 pounds.