Government Client Experience Manager GetWellNetwork
THIS JOB HAS EXPIRED Tracking Code
GetWellNetwork, Inc. provides patient engagement solutions that help health care providers engage, educate and empower patients along the care continuum. Our patient-centered platform, delivered across multiple technology platforms including mobile devices, computers and televisions, enables providers to implement a revolutionary care delivery model called Interactive Patient Care? to improve performance and patient outcomes. The company further extends the value of existing IT investments by integrating seamlessly with electronic medical record and patient portal applications.
GetWellNetwork has been recognized by KLAS as the leader in the Interactive Patient Systems category for the third consecutive year and is also exclusively endorsed by the American Hospital Association.
With more than 200 employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If 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!
Opportunity: Government Client Experience Manager
A GetWellNetwork Government Client Experience Manager leads the Interactive Patient Care (IPC) team in the delivery of services to Government (Veterans Health Administration and Military Health System) clients, with a focus on activities that ensure overall system performance and utilization. The Client Experience Manager is a strong leader, skilled at driving teams to provide exceptional customer service while focusing on performance measurement and improvement.
Duties & Responsibilities
Provides overall leadership to a team of Interactive Patient Care Managers (IPCM) responsible for providing exceptional customer service, relationship management and responsiveness to needs and concerns of government clients.
Ensures the team of Interactive Patient Care Managers (IPCM) supporting government clients provide proactive and effective communication on the progress and status of any issues.
Serves as the leadership escalation point to listen to and respond to client or sales concerns which are not able to be effectively resolved by the IPCM.
Keeps the pulse on customer satisfaction levels and implements more effective ways of communicating to clients.
Facilitate/implement forums to hear the voice of the customer via transactional surveys, interviews and other feedback mechanisms.
Provide appropriate proactive review for identification of possible issues or trends as part of ongoing client interactions.
Leads the IPC team to deliver effective support to our internal clients including sales.
Establishes high performance standards, provides leadership and guidance on Management By Objectives (MBO) attainment.
Empowers the IPCM through coaching, training and access to information enabling them to be effective in handling the majority of situations.
Recruits a world class IPC Manager team, establishes high performance standards and provides ongoing coaching, career development and guidance on MBO attainment.
Ensures IPC Managers receive appropriate training to permit them to directly assist in onsite troubleshooting, information gathering and fulfillment of configuration and content requests enabling rapid response for their clients.
Assist in definition and development of company customer service policy.
Works collaboratively in partnership within GetWellNetwork to contribute to process improvements, policies, tools or resources to enhance the client experience.
Proven management experience.
Exceptional customer service skills.
Ability to foster and grow client relationships.
Demonstrated project management skills.
Excellent oral/written communication skills.
Proficient with Microsoft Office Suite software - Word, Excel, & PowerPoint.
Exception interpersonal communication skills.
Excellent presentation skills.
Highly self-motivated, energetic and passionate.
Previous military personnel and veterans are encouraged to apply.
Bachelor?s Degree or equivalent 6-8 years military work experience required.
Previous experience working within a hospital or other healthcare environment required.
Previous management experience.
Strong customer service skills.
Project management skills and experience required.
Excellent oral and written communication skills.
Ability to troubleshoot computer software/hardware issues.
Intermediate skills in Microsoft programs ? Outlook, Word, PowerPoint, Excel.
Must be willing to work evening/weekend hours as needed.
Must be willing to submit to a federal government background check and regular drug testing.
Ability and willingness to travel up to 30% of the time.
Bethesda, Maryland, United States
||7920 Norfolk Avenue |
Bethesda, MD 20814
THIS JOB HAS EXPIRED