MPOWERHealth

EMPOWERed Careers.

Client Experience Manager

Job Details

Job Ref:
465761

Location:
Oklahoma City, OK 73102

Category:
Sales

Department:
MPOWERHealth

Overview

About MPOWERHealth:

For over a decade, MPOWERHealth has supported the independent musculoskeletal physician with best-in-class clinical services, back-office solutions, and advanced technology. We pride ourselves on being a partner that offers foresight to customers. We simplify what’s complex, and we help them find a better way. Our best-in-class analytics coupled with industry-leading expertise make MPOWERHealth the company our customers can rely on no matter what lies ahead.

Benefits:

- Multiple medical plan options 

- Health Savings Account with company contributions

- Dental & vision coverage for you and your dependents

- 401k with Company match

- Vacation, sick time & Company paid holidays

- Company wellbeing program with health insurance incentives

The Client Experience Manager, reporting to the Director of Client Experience, must have an in-depth understanding of revenue cycle, critical thinking skills to analyze processes, as well as have a keen eye for identifying problems and presenting long-term solutions. This role requires exceptional customer service and communication skills in the handling of physician customers. 

This position requires a professional individual with a proven track record of demonstrated leadership. The ideal candidate must be able to prioritize job responsibilities and demands, execute contractual agreements, and provide day-to-day management and operational support of management services. And finally, a Client Experience Manager must be flexible, proactive, and have the discipline to work remotely as well as part of a team. 

*Client Experience Managers MUST live in one of the following areas: OKC and DFW metropolitan area.*

Responsibilities will include:

Leadership:

• Influence and manage customer expectations regarding MPOWERHealth products and services

• Provide the leadership to ensure that clients’ service delivery needs are met in all geographic and functional areas 

• Regularly interact across functional areas with senior management to ensure objectives are met

• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately

Client Onboarding:

• Onboard new clients through established sales/implementation cycle 

• Provide ongoing proactive communication with a high focus on new customers as they progress in their first 12 months of business 

• Coordinate with internal departments on implementation of new client business

• Ensure contractual support service deliverables are understood and managed effectively

Client Experience:

• Proactively own and manage service delivery for high-visibility and high-touch customer relationships

• Drive clear thinking and excellent problem solving to a range of business challenges 

• Responsible for identifying and executing opportunities to engage clients

• Develop a trusted advisor relationship with customer stakeholders to ensure they are leveraging the MPOWERHealth services in order to achieve full business value

• Perform regular calls or face-to-face meetings with assigned clients to review reporting, additional training needs, project status, review outstanding issues and any new opportunities to integrate additional services

• Communicate consistently with management regarding key escalations and priority issues

• Inform and train clients to adopt best practices and optimize use of MPOWERHealth services and products

• Understand short and long-term customer goals and objectives

• Proactively manage, measure, track, and resolve customer issues to ensure their timely resolution

• Perform regular tailored customer account reviews to discuss customer performance metrics

• Analyze operational metrics, identify trends and problem areas for all assigned clients. 

• Partner closely with functional operational leaders to ensure customer needs, contractual agreements, and business goals are met

• Drive issue resolution using standard process/procedures in coordination with supporting resources

• Document, track, and support document compliance

• Track client information and interactions in SalesForce

Optimization and Special Projects:

• Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new services, processes, and tools

• Recognize and resolve systemic issues to prevent them from repeating

Business Development:

• Identify and seek opportunities to cross-sell MPOWERHealth suite of products and services 

• Assist Business Development team in various meetings with new clients

• Monitor and recommend strategies to increase client usage and adoption.

Requirements

• Bachelor’s Degree or equivalent combination of education and experience

• 5+years experience as an Account Manager or similar role, with emphasis on client accounts within healthcare revenue cycle management

• Successful management of cross-functional and interdepartmental teams to achieve client goals

• Ability to manage multiple projects, responsibilities and competing priorities

• Ability to review data, provide analytical feedback and make recommendations

• Experience in insurance, benefits, or healthcare revenue cycle.

• Strong written and communication skills

• Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint

• Ability to influence others and work cross-functionally, navigating within a multi-state organization

• Ability to manage ambiguity and the organizational acumen to establish effective internal networks

• Experience in developing executive level customer relationships including negotiation, presentation, and polished communication skill

• Flexible and adaptive to changing business requirements and environment, able to influence difficult customers  

• Ability to lead client discussions and have a high comfort level with conflict resolution

• Ability to work closely and collaborate with every department within MPOWERHealth

• Ability to prioritize, multi-task, and perform effectively under pressure

• Be a self-starter who is eager to learn the business at a fast pace

• Troubleshooting and problem-solving skills with creative ability to overcome challenges

• Strong organization, analytical, and project management skills and the ability to effectively multi-task.

• Exceptional presentation skills and the ability to pull together materials that have a meaningful impact

• Possible travel expectation up to 50%, with the potential for additional travel as necessary

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