Regional Customer Success Manager

Femwell Group Health - Miami, FL

Full-time - Mid Level

Miami, FL

Administrative and Support Services

About the position

The Regional Customer Success Manager is a pivotal role at Femwell Group Health, responsible for fostering partnerships and providing support to a portfolio of physician practices in the North Florida/Jacksonville region. This position serves as the primary point of contact for Office Managers, ensuring effective communication regarding operational changes, issue resolution, and continuous feedback collection. The manager will evaluate and monitor key performance indicators (KPIs) to enhance the operational efficiency of the practices they support. Femwell Group Health, established in 1997, aims to empower physicians to run their practices more efficiently, allowing them to focus on patient care. With a broad reach across Florida, from Miami to Jacksonville, Femwell offers services designed to manage and grow physician practices. The Regional Customer Success Manager will play a crucial role in this mission by acting as a liaison between Femwell's departments and the physician practices, ensuring that operational issues are addressed promptly and effectively. In this role, the manager will build strong relationships with physicians and office managers, fostering an environment of open communication and transparency. They will participate in Office Manager meetings to stay informed about challenges and successes, support the implementation of new protocols and workflows, and ensure compliance with regulatory policies. The manager will also monitor customer service metrics and feedback to identify areas for improvement, recommend solutions, and present regular reports to their supervisor, highlighting achievements and challenges. This position requires a strategic thinker who can transform data into actionable recommendations and drive continuous improvement within the assigned regional portfolio.

Responsibilities

• Act as the primary liaison between Femwell Group Health departments and physician practices to ensure operational issues are resolved in a timely manner.
• Maintain open lines of communication and identify opportunities for increased efficiency.
• Communicate concerns and suggestions timely with recommendations and solutions for improvement.
• Build relationships with physicians and office managers that encourage communication and transparency.
• Participate in Office Manager meetings to stay on top of challenges and recognize successes.
• Support successful implementation of new protocols and workflows within assigned regional portfolio.
• Ensure all regulatory/compliance policies and procedures are implemented appropriately, including mandatory training within each practice.
• Ensure all practices within assigned region are aware of and trained to leverage available resources and operating systems.
• Monitor and analyze customer service metrics, feedback, survey data, and industry best practices to identify areas of opportunity.
• Recommend solutions on how to maximize results.
• Present regular reporting to supervisor, highlighting customer service achievements, challenges, and recommended actions.
• Develop and implement protocols to handle customer escalations and challenging situations in a timely and effective manner.
• Perform additional duties as assigned.

Requirements

• Bachelor's degree in business administration or related field.
• At least 5 years of experience in the healthcare industry, ideally with experience working with or in physician practices.
• In-depth knowledge of customer service strategies, best practices, and technologies.
• Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences.
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate with stakeholders at all levels.
• Strategic thinking and problem-solving abilities, with a focus on achieving business objectives.
• Ability to transform data into actionable recommendations.
• Ability to leverage data to drive decision-making and continuous improvement.
• Proficient in MS Office applications and ability to learn department and job-specific software systems.
• Proficiency in customer service software, CRM systems, and other relevant tools.

Benefits

• Competitive Compensation Structure
• Medical, Dental, Vision & Supplemental Insurance
• Paid Time Off, including vacation, sick leave & Holidays
• 401K Retirement Savings Plan