Job details
Job type full-time
Full job description
Title: client service manager, government - north florida
Reporting to: senior client success manager
Location & travel: this position will support two va hospital locations: gainesville fl and lake city flFrequent travel to these sites will be required.
Opportunity:
If outcomes improvement and patient-centered care are your passion, then we want to speak with you! we’re looking for a talented, enthusiastic and committed individual to work as a client service manager on-site with our hospital clients at two veteran’s administration medical facilities.
Getwellnetwork’s client service manager is responsible for effective product utilization and successful outcomes for the getwellnetwork system at their designated client hospitalsThe client service manager is a partner to hospital staff, advising on how getwellnetwork can drive and support patient-centered care practicesThis position collaborates with hospital staff and internal teams to gain alignment on the interactive patient care blueprint for successUltimately, the client service manager will take the getwellnetwork program to the next level by driving nurse engagement, focusing on increased utilization, and leading projects of functionality to drive outcomes.
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 service to patients, nurses, administrators, 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 getwellnetwork 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 representativesContinuously communicate updates to hospital staff regarding all aspects of the use and status of system
Drive utilization of the getwellnetwork 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/complaintsExecute 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 getwellnetwork team to create hospital specific content
Other duties as assigned
About you:
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 service 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 getwellnetwork 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
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 service excellence
Occasional travel to our bethesda, md headquarters required
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
Flexibility in schedule required; may require occasional weekend availability
About getwellnetwork:
Getwellnetwork’s interactive solutions engage patients and families, empower clinicians and deliver outcomes that matterThe global digital health company has been helping to unite providers and patients as partners in the healthcare journey for 20 yearsFrom inpatient to outpatient, our comprehensive cross-continuum platform bridges care settings to create a seamless experience for patients and their families.
With more than 300+ employees across the u.s., getwellnetwork is dedicated to changing the lives of millions of patients and families every yearIf you`re passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you!
Getwellnetwork is an equal opportunity employer.
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