Senior Client Success Manager

Summary

Join Get Well as a Senior Client Success Manager, Government, a remote position with 30-50% travel, based out of EST and CST. You will serve as the primary account owner for designated clients, leading a team of Client Service Managers. Responsibilities include driving system utilization, documenting outcomes, securing contract renewals, and collaborating with internal teams. You will lead client education, provide training, and contribute to solution design and optimization. This role requires experience as a Client Success Manager, supervisory experience, healthcare quality metrics knowledge, and a Bachelor's degree in a relevant field. Get Well offers a comprehensive benefits package including generous paid time off, 401k, health benefits, and more.

Requirements

• Previous experience as a Client Success Manager strongly preferred (minimum 2 years in the CSM role)
• Previous supervisory experience a strong plus
• Previous experience working with healthcare quality metrics such as: HCAHPS, SHEP, SAIL, healthcare quality and safety measures such as falls, infection prevention, readmissions and reduction in length of stay
• Bachelor’s degree in nursing, a health-care related field, or business
• Previous experience working within a hospital environment required
• Experience in leading training with clinical staff
• Must be able to meet all client specific requirements, including immunizations and screening
• Must be willing to submit to a federal government background check and regular drug testing
• Flexibility in schedule required, may require occasional weekend availability
• Ability to travel approximately 50% of the time to multiple clients’ sites and Company offices
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

Responsibilities

• Serve as the overall account owner and central point of contact from Get Well for designated clients, responsible for driving utilization of the Get Well system, documenting measurable outcomes, and ultimately securing timely contract renewal
• Manage a team of Client Service Managers to effectively execute their roles in driving utilization, value on investment, client satisfaction, product growth, and overall account management of their assigned site/s
• Lead client education on Patient Engagement. Participate in leading best practice webinars for the Government Services client community
• Ensure that Client Service Managers have best practice resources to complete on-site Champion and staff training and to develop post “Go-Live” sustainability education plan
• Provide training for the Government Client Services Team on clinical workflows, outcomes achievement and causality, and clinical practice integration of the Interactive Care Model to advance their ability to serve as a trusted and credible advisor
• Review and oversee the professional development of the CSM team. Identifying training needs, and performance metrics
• In collaboration with the VP and SCSD, lead solution design sessions and optimization work sessions designed to incorporate Precision Engagement (PE) into the client’s vision for patient and family engagement
• Partner with Get Well colleagues to expand upon and further develop solutions and interface capabilities to support requirements for Inpatient, Rounds +, Loop, and GWA Federal, in order to best meet the unique needs of our Government Clients
• Collaborate with Implementation, Integration and internal teams in “Go-Live” planning, providing status updates as warranted for client sites within their region
• Partner with Client Success Managers to define and document an annual client service strategy for their clients
• Work with the SCSD and VP to put a structure in place that enhances both the communication with and visibility of the impact and VOI of PE on the client organization including but not limited to: Monthly operational check points via phone, routine reports on utilization and value on investment, quarterly business reviews with client; executives, regular onsite visits to assess client health and utilization; and
• Support and enable Client Service Managers to effectively execute against project milestones for each client that drive utilization and associated outcomes from the GetWellNetwork system
• Facilitating exchange of best practices across client sites within their region and across the country
• Create Perform gap analysis, establish focus areas for practice standardization and performance improvement and guide how Get Well will be optimally leveraged in client organizations within their region. Partner with Client Service Managers to engage a multidisciplinary team of front line staff to evaluate current practice and design Get Well solutions and standard care processes for advanced patient engagement
• In collaboration with the VP & SCSD, assess outcomes on a quarterly basis to identify value or return on investment achieved. Sustain success and support cultural adoption in conjunction with client executive steering team, coaching on improved performance as needed. Facilitate and encourage client adoption of best practices
• Address and resolve issues that may arise during a project or within the team. This could involve conflict resolution, troubleshooting project issues, or negotiating solutions in disputes

Preferred Qualifications

Veteran status preferred

Benefits

• Exceptionally generous paid time away from work
• A variety of paid leave programs
• Savings opportunities with 401(k) and incentive plans
• Internal education programs
• Full array of health benefits
• Fitness reimbursement
• Cell phone subsidy
• Casual offices with snacks and drinks
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance
• Annual bonus potential