Manager of Client Experience

COMPANY:HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, HealthMark transforms administrative processes into seamless digital solutions. From HealthMark's proprietary MedRelease platform for Release of Information, the company is pioneering an efficient, compliant, and patient-centric approach to support the entire spectrum of the patient information journey. HealthMark Group was founded in 2006 with corporate headquarters in Dallas, TX, and has been named to both the Dallas 100 and the Inc. 5000 for multiple years in a row as one of the fastest-growing companies in the region and the country.

Manager of Client Experience plays a critical role in ensuring HealthMark Group clients remain loyal and highly satisfied. This person is responsible for consistently providing high-touch experience with key stakeholders within a portfolio of clients, engaging them and exceeding their expectations. The Manager of Client Experience's primary goal is to understand what success looks like for each client, then to delight them and transform them into advocates for HealthMark Group by ensuring we are meeting and exceeding their success metrics.

The Manager of Client Experience is proactive and collaborative in their approach to client management. They consistently monitor HealthMark's performance, remain alert to potential barriers or threats to client satisfaction, and work cross-functionally with colleagues and client partners to maintain exceptional performance. This individual place the client first ensures that the client feels heard and valued, while also collaborating internally to achieve mutually beneficial solutions.

In addition to managing client relationships, the Manager of Client Experience is responsible for leading and developing a team of at least two direct reports. This includes guiding team members in identifying opportunities to strengthen client partnerships, enhance communication skills, and deepen their understanding of HealthMark's products and services. The Manager will serve as a mentor and coach, fostering a culture of continuous learning and excellence within the Client Experience team.

The Manager of Client Experience strategically engages with clients by providing thoughtful and valuable insights on industry or company-related topics that impact on the client's operations or overall business objectives. They demonstrate HealthMark's role as an industry leader and champion for ROI through both planned and ad-hoc outreach.

This role will be measured by client health and reference ability, retention, and the achievement of individual and team success metrics.

LOCATION: Remote

POSITION: Manager of Client Experience

PRIMARY ROLE AND RESPONSIBILITIES:

• Serve as your client's official Liaison to ensure their voice is heard and needs are met.
• Deliver exceptional client management and quality communications to keep clients delighted.
• Build valuable, long-lasting client relationships to turn clients into HMG spokesmen.
• Championing a client-first mindset to ensure ideas and solutions are focused on superb client satisfaction.
• Know what is happening with your top-tier clients to stay ahead of red flags or client dissatisfaction.
• Expedite client issue resolutions to ensure the timely and successful delivery of our solutions.
• Routinely communicate with ROI Supervisors to gain insights into clients' service needs or concerns
• Bi-Weekly, meet with your supervisor to review the portfolio, identify and find solutions to potential threats to client satisfaction
• Quarterly, meet with clients to deliver performance metrics, translate valuable data into actionable information, and promote new or valuable content highlighting the HMG brand.
• Document and track all client activity within MedRelease and Planhat
• Conduct training for new and existing clients on MedRelease and EMR request routing to optimize knowledge and usage.
• Onboard new clients to ensure a strong first impression and smooth transition to HMG service(s)
• Contribute to the company's growth and success by identifying and sharing upsell/expansion opportunities.
• Maintain strong knowledge of current events, state/federal laws, and regulations related to ROI.
• Leading and developing a team of at least two direct reports

REQUISITE EXPERIENCE AND QUALIFICATIONS:

• 4-year College degree or a minimum of 6 years of professional work experience in Client Relationship Management or Success role, including engagements with senior executives
• Proven and excellent communication skills (listening, speaking, and writing) that demonstrate a high level of professionalism and a client-first approach.
• Demonstrable ability in proactive management and outreach; take initiative to stay 2 steps ahead of problems or concerns impacting client satisfaction.
• Expert in cross-functional collaborations and communications to ensure strong working relationships, expedite problem-solving, and find opportunities for shared improvements.
• Strong project management and organization skills; able to shepherd the right resources to ensure timely and successful completion of onboardings and projects.
• Proficient in timely and effective problem-solving.
• Open to coaching and feedback to ensure you are growing and thriving in the role.
• Self-sufficient and disciplined; able to work independently and with an eye on individual and team goals.
• Able to stay positive and measured when faced with challenges, methodical in your work to keep clients happy, and eager to learn.
• Knowledge of Microsoft applications including Excel
• Preferred previous experience working with CRM.
• Ability to travel 20% for in-person client meetings and Company or team-mandated events.
• Preferred RHIT or RHIA certified

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.