Corporate Client Manager

Open Position: Corporate Client Manager

Reports to: Director of Client Success

Location:  Remote position

About Us:

HST Pathways is on a mission to transform healthcare with innovative software technology that enables surgery centers to provide more cost-efficient patient care and better outcomes.  Our suite of solutions spans the entire case lifecycle, including scheduling, care coordination, clinical documentation, and revenue cycle.  Backed by Bain Capital, we are the fastest growing ASC software company and serve over 1,100 surgery centers, but we’re just getting started and have plans to 10X the value we offer.  However, our big ambitions are only as strong as the team behind them, which is why we’re looking to build our team with the best.

What we’re looking for:

Corporate Client Management Mission Statement:
To deliver our client partners with the most intentional and meaningful relationships in the industry by providing a seamless experience, owning your business’ goals as ours, and allowing you to focus on your patients instead of your healthcare software.
The goal of the Corporate Client Management Team is to support our most valuable set of clients in the areas of process improvement, client consulting and engagement, performance metric tracking, and overall satisfaction and success with HST. Our team is responsible to the organization for ensuring this book of business is healthy and protected through both retention and a framework for growth. Collaborate. Consult. Connect.

Responsibilities:
The Corporate Client Manager (CCM) will support the role in the following ways:

• Serves as an advocate, problem solver, and trusted advisor for defined set of strategic corporate client accounts, proactively improving the clients’ health and relationship with HST.
• Works professionally with a corporate entity, directly, by having a regular correspondence cadence to proactively manage and reactively resolve overall satisfaction needs.
• Actively tracks the organizations Objectives and Key Results (OKRs) as they pertain to the team’s drilled down OKRs and Key Performance Indicators (KPIs) These metric areas include but are not limited to:
  • Interoperability - custom project count and statuses
  • Support – cases summaries, statuses, and trends
  • Implementations - progress, status, satisfaction survey results
  • Finance - billing cases, outstanding A/R
  • Growth- overall revenue growth/loss of corporate account
  • Product- NPS score feedback
• Conducts an annual Executive Summit as well as four Quarterly Business Reviews (QBR) with each corporate account and prior to each meeting provides an intentional agenda summary not limited to the following areas of the HST/Corporate Account’s business relationship: Marketing, Sales Growth, Support, Interoperability, Implementation, Finance, and Product Roadmaps. Additionally, these valuable meetings will include a catered agenda for the most relevant areas of collaboration between HST and the corporate account, leveraging business insights, process improvements, and industry awareness in benefit of the corporate account’s growth.
• Continually collaborates cross-functionally with other areas of the HST organization: Support, Training, Product, and Sales to identify areas of internal process improvement and drive feedback-based evaluation.

Qualifications

• Bachelor’s degree preferred. Equivalent experience in a related field accepted, alternatively.
• Prior experience in client account management including process improvement
• Ability to communicate and liaise at all levels of an organization, including Executive and C-level.
• Proficient in CRM software including logging, tracking, and reporting upon client data.
• Prior experience in workflow automation using auxiliary technology solutions that support cross-departmental process
• Working knowledge of surgery center and healthcare industry preferred.
• General familiarity with cloud-based applications and technologies is a plus.
• Ability to create, manage, and grow relationships with clients while having intuition and anticipation of customers’ needs and match with appropriate product and service.
• Comfort with working under pressure in a fast-paced environment
• Some travel is required: 1-2 times per year to the Nashville Office for team-related meetings, and ongoing annual Executive Summits with each corporate partner required. This translates to an estimated number of 10-12 short trips per year, but it might vary depending on the account portfolio.

Team Culture

• We go beyond the expected.  We strive to be the difference in everything we do and look for ways to innovate and deliver beyond expectations.
• We thrive through collaboration.  We invest in our team and take pride in the success of others. 
• We strive to make a positive impact.  We are passionate our work and leverage our collective creativity and industriousness to make big things happen
• We sharpen and share our expertise.  We aspire to learn, grow, and share knowledge.
• We love the journey.  We never lose sight of the fact that we’re contributing to building a new model of healthcare delivery.

Perks & Benefits

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.