Senior Associate, Client Success

JOB SUMMARY:

The Client Success Associate will support the Client Success team in ensuring the success and satisfaction of our healthcare payor clients. This entry-level role will assist in managing client relationships, driving product adoption, and ensuring that clients achieve their desired outcomes through our technology solutions. This role requires a basic understanding of the healthcare payor industry, strong communication skills, and a proactive approach to learning and problem-solving.

JOB ROLE AND RESPONSIBILITIES:

1. Client Support: Assist in building and maintaining strong relationships with key stakeholders at healthcare payor and provider organizations.
2. Onboarding and Training: Support the onboarding process for new clients, helping to ensure they are effectively trained and equipped to use our products and services.
3. Product Adoption: Help drive the adoption and utilization of our technology solutions, providing ongoing support and guidance to clients.
4. Performance Monitoring: Assist in monitoring client performance metrics and usage data to identify opportunities for improvement.
5. Issue Resolution: Act as a point of contact for client issues and escalations, working closely with internal teams to resolve problems in a timely manner.
6. Client Advocacy: Gather and relay client feedback to product development and other teams to enhance our offerings.
7. Reporting and Analysis: Assist in preparing and presenting regular reports on client status, performance, and satisfaction to internal and external stakeholders.
8. Continuous Improvement: Contribute to the identification and implementation of best practices for client success, helping to develop processes and tools that enhance the client experience.
9. Collaborate, coordinate, and communicate across disciplines and departments.
10. Ensure compliance with HIPAA regulations and requirements.
11. Demonstrate commitment to the Company's core values.
12. Please note due to the exposure of PHI sensitive data -- this role is considered to be a High-Risk Role.
13. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned, as necessary.

JOB SCOPE:

The Client Success Associate works under general supervision to complete job responsibilities in applying a fundamental knowledge of principles, practices and procedures minimal supervision and uses knowledge of the field and knowledge gained through experience to complete job responsibilities. Work is somewhat varied, may be complex at times, and requires independent judgment within established guidelines. More complex issues are referred to higher levels. This job has regular contact with internal and external customers.

JOB REQUIREMENTS

* Education: Bachelor's degree in business, Healthcare Administration, clinical degree or 1 - 3 years work experience in Healthcare
* Experience: 0-2 years of experience in client success, account management, or a related role. Internships or relevant coursework in the healthcare payor, provider or technology industry are a plus.
* Industry Knowledge: Basic understanding of the healthcare payor and provider landscape and technology solutions.
* Communication Skills: Strong verbal and written communication skills, with the ability to effectively convey information to diverse audiences.
* Problem-Solving: Proactive and solution-oriented mindset, with the ability to learn and navigate client issues.
* Technical Proficiency: Familiarity with healthcare technology solutions and the ability to quickly learn new tools and systems.
* Interpersonal Skills: Strong interpersonal skills, with the ability to build rapport and trust with clients and internal teams.
* Analytical Skills: Ability to analyze data and metrics to support decision-making and demonstrate value to clients.

COMPENSATION

The salary range for this position is $45K to $65K. Specific offers consider a candidate's education, experience, and skills, as well as the candidate's work location and internal equity. This position is also eligible for health insurance, 401k, and bonus opportunity.

We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.

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