Customer Experience, Program Manager
5 months ago
Boldly innovating to create trusted solutions that detect, predict, and prevent disease.
Discover your power to innovate while making a difference in patients' lives. iRhythm is advancing cardiac care…Join Us Now
At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm’s employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.
About This Role
The Customer Experience team is responsible for partnering both internally and externally, including sales and commercial team along with key stakeholders at large health systems, to design and execute solutions that improve efficiency and outcomes.
Scope of Work:
Ability to perform role effectively for an average of 6 opportunities concurrently.Support customer clinical, operational, financial goals via designing customer journeys to drive adoption of the Zio Service.Align with brand priorities to ensure the customer experience (CX) is streamlined, personalized, and optimized.Responsible for creating and leading end-to-end customer experience strategy and differentiated solutions informed by insights, analytics, and best practices.Differentiate iRhythm as a trusted partner in ambulatory cardiac monitoring through the creation of operational efficiencies and standardization of care for patients with cardiac arrhythmias.Partner with key stakeholders (Director + VP of Cardiovascular Service Line, Population Health, Chief of Cardiology + EP, etc.) within large health systems to align on goals and success metrics of cardiac programs, identify challenges with current cardiac monitoring program, and recommend solutions that enable health systems to optimize their programLeverage career experience and iRhythm tools to create standardized, reproducible experiences for customer engagementsCollaborate closely with CX Senior Manager peers, with iRhythm area sales leadership and cross-functional team members such as EHR Integration Managers, Key Account Managers, Revenue Cycle Billing Managers, Clinical Operations and Customer Service to effectively meet the needs of our customers and drive adoption of the Zio service.Accountable to prioritizing work that meets the needs of iRhythm business goalsHeld accountable to performance metrics that demonstrate physician adoption across large health systems, contributing to the health of IRTCs businessStrategically partner with geographic sales team to understand their business plan, and how you can best support them impacting deep + broad penetration of their large health systemsQualifications:
Bachelor’s degree required, Master’s degree preferred: Minimum of 6 years of related experience with a Bachelor’s degree; or 4 years of experience in a similar role and a Master’s degree. Experience in device or clinical sales working with large health systems in a consultative capacity preferred, or experience working in healthcare in process improvement, cardiovascular leadership, or clinical degree preferredKey attributes: Ability to influence across teams with strong teamwork and collaboration; ability to quickly build trust with sales team, cross-functional partners, and customers as a strategic partner. Willingness to be flexible to the needs of IRTCs business goals, ability to quickly onboard and execute within role within 3-6 monthsStrong communication and presentation skillsAbility to quickly analyze data to glean insights impactful to making recommendations to both sales partners and customersDemonstrated ability to adapt quickly and deliver on strong performance during times of ambiguity and complexityStrong understanding of the healthcare landscape and experience in cardiology preferredAbility to multi-task and prioritize in a fast-paced environmentProficiency with tools commonly used in a business environment including customer relationship management (Salesforce), Microsoft Office (Visio)Must be able to travel up to 50%What's In It For You
This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:
emotional health support for you and your loved oneslegal / financial / identity theft/ pet and child referral assistancepaid parental leave, paid holidays, travel assistance for personal trips and PTOiRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more
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