Government Client Experience Manager GetWellNetwork
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GetWellNetwork is a high-growth software company in the healthcare industry and is based in the Washington DC-area with employees located throughout the country. We pioneered the interactive patient care industry. Our clients are changing the nature of healthcare in America by using our tools to flip the model of patient care on its head. Our software applications empower healthcare providers, patients and families with information, tools and community needed along the patient journey to improve outcomes.
Our employees are changing the lives of over a million of patients and their families every day. If you consider yourself a rock star who loves working in a high-growth, dynamic environment filled with passionate employees then we want to meet with you, as we have your dream job!
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