Client Success Manager, Government - Phoenix, AZ

$65,000 - $75,000/Yr

Getwellnetwork - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

As a Client Success Manager at Get Well, you will play a pivotal role in enhancing patient-centered care at the Phoenix, AZ Veterans Administration Medical Center. This position is designed for individuals who are passionate about improving outcomes and ensuring that patients receive the best possible care through effective utilization of the Get Well system. You will be responsible for fostering strong relationships with hospital staff, including nursing personnel and administrators, to ensure that the Get Well program is successfully implemented and utilized to its fullest potential. Your role will involve advising hospital staff on how to leverage the Get Well system to drive patient-centered care practices, ultimately leading to improved patient outcomes. In this position, you will collaborate closely with hospital teams and internal stakeholders to align on the interactive patient care blueprint for success. Your efforts will focus on increasing nurse engagement and utilization of the Get Well system, as well as leading projects that enhance functionality and drive positive outcomes. You will actively solicit feedback from both staff and patients, using this information to communicate results and make necessary adjustments to the program. Additionally, you will assist in developing and executing strategic plans aimed at achieving clinical outcomes, while also supporting key executive meetings to review the strategic plan and return on investment (ROI). Your responsibilities will also include delivering comprehensive training programs for hospital staff, monitoring client satisfaction, and facilitating regular project status meetings. You will be tasked with identifying areas of underutilization within the system and working collaboratively with staff to address these issues. As the project manager for all development and configuration requests, you will ensure that operational issues are resolved promptly and that the action plan for implementing new features aligns with strategic objectives. Overall, your role is crucial in driving the success of the Get Well program and making a meaningful impact on hospital outcomes and patient lives.

Responsibilities

• Develop, manage and maintain excellent relationships with all nursing staff, hospital administrators and other key client contacts.
• Serve as one of the primary points of contact in our account model for the client, providing superior customer success to patients, nurses, administrators, and other staff members.
• Actively solicit staff and patient feedback; communicate results to appropriate representatives.
• Assist in the development and execution of strategic and clinical outcomes achievement plans for the account.
• Advise client on the roadmap for achieving outcomes, our interactive patient care tools and their effectiveness regarding outcomes as well as the overall utilization of the Get Well system.
• Support key executive meetings to review the strategic plan on ROI.
• Deliver and support a strong client training program for assigned facilities and/or region.
• Educate and facilitate participation in research.
• Monitor client satisfaction and quality goals by facilitating regular project status meetings with appropriate hospital representatives.
• Continuously communicate updates to hospital staff regarding all aspects of the use and status of the system.
• Drive utilization of the Get Well system by conducting quarterly account review meetings pertaining to account roadmap; conduct nurse and staff training, orienting them on the functionality and use of the system; actively participate in hospital staff nursing and steering committee meetings promoting interactive patient care.
• Monitor system utilization daily; identify and address any 'hot spot' areas of underutilization; continuously work with staff to improve system utilization, as well as provide recommendations for improvement.
• Serve as the project manager on all development, content and configuration requests for the hospital; oversee and ensure prompt resolution of operational issues/complaints.
• Execute and manage the action plan for implementing features and functionality to achieve strategic outcome objectives.
• Create, audit and maintain system content or work with the Client Innovation Get Well team to create hospital specific content.

Requirements

• Bachelor's Degree or equivalent
• 4-6 years military work experience required
• Clinical experience preferred
• Previous experience working within a hospital or other healthcare environment required
• Previous military personnel and veterans are encouraged to apply
• Previous project management and training experience preferred
• Demonstrated history of success excellence
• Occasional travel to our Bethesda, MD headquarters required
• Flexibility in schedule required; may require occasional weekend availability
• Must be willing to submit to a federal government background check and regular drug testing
• Must be able to meet all client specific requirements, including immunizations and screening, including vaccination for COVID-19
• 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.

Nice-to-haves

• Ability to work effectively under pressure and in a fast-paced environment
• Exceptional relationship builder, understanding the nuances of internal hospital relationships and how to operate appropriately and effectively in the hospital environment to drive deliverables
• Dynamic communicator; ability to motivate and influence others through fact-based client and product understanding, combined with genuine passion for the product and hospital outcomes
• Customer Success focus - we are each individually committed to our client experience
• Thrives in an environment of uncertainty - no two days are the same on the job so you need to have a strong sense of flexibility and ability to 'go with the flow'
• Ability to work as part of a remote team and maintain Get Well focus while on client site
• Desire to make a meaningful impact on hospital outcomes and patient's lives
• Willing to work evening/weekend hours as needed
• Ability to travel up to 50% if needed.

Benefits

• 401K and incentive plans
• Open paid-time away
• Paid leave programs
• Wellness reimbursement
• Cell phone subsidy
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance