Senior Client Success Manager

Title: Senior Client Success Manager, Government

Reporting to: Client Success Director, Government

Location: This position will be based out of EST and CST, and can be based remotely. An estimated 30% - 50% travel is required.
*Internal Get Well applications due by EOD on 11/21
 

Opportunity:

The Get Well Senior Client Success Manager is a digital health patient care consultant and account manager that facilitates the adoption and integration of Precision Engagement solutions into practice across the care continuum for and with GetWell clients within a defined region. 

The Senior Client Success Manager will work directly with client hospitals and lead a team of Client Service Managers to:

1. Gain alignment on the client success agenda including defining outcome goals and overseeing implementation of outcomes action plans for each client; 
2. Recommend and consult with clients on strategies that drive utilization of product functionality;
3. Ensure an exceptional overall client experience measured by client satisfaction and client retention/renewal of contracts; and,
4. Identify and pursue opportunities for recurring revenue growth through client expansion of locations and products. 

Responsibilities:

Lead

• Serve as the overall account owner and central point of contact from Get Well for designated clients, responsible for driving utilization of the Get Well system, documenting measurable outcomes, and ultimately securing timely contract renewal.
• Manage a team of Client Service Managers to effectively execute their roles in driving utilization, value on investment, client satisfaction, product growth, and overall account management of their assigned site/s.
• Lead client education on Patient Engagement. Participate in leading best practice webinars for the Government Services client community.
• Ensure that Client Service Managers have best practice resources to complete on-site Champion and staff training and to develop post “Go-Live” sustainability education plan.
• Provide training for the Government Client Services Team on clinical workflows, outcomes achievement and causality, and clinical practice integration of the Interactive Care Model to advance their ability to serve as a trusted and credible advisor.
• Review and oversee the professional development of the CSM team. Identifying training needs, and performance metrics

Collaborate

• In collaboration with the VP and SCSD, lead solution design sessions and optimization work sessions designed to incorporate Precision Engagement (PE) into the client’s vision for patient and family engagement.
• Partner with Get Well colleagues to expand upon and further develop solutions and interface capabilities to support requirements for Inpatient, Rounds +, Loop, and GWA Federal, in order to best meet the unique needs of our Government Clients.
• Collaborate with Implementation, Integration and internal teams in “Go-Live” planning, providing status updates as warranted for client sites within their region.
• Partner with Client Success Managers to define and document an annual client service strategy for their clients. 
• Work with the SCSD and VP to put a structure in place that enhances both the communication with and visibility of the impact and VOI of PE on the client organization including but not limited to:
  • Monthly operational check points via phone, routine reports on utilization and value on investment, quarterly business reviews with client; executives, regular onsite visits to assess client health and utilization; and, 
  • Support and enable Client Service Managers to effectively execute against project milestones for each client that drive utilization and associated outcomes from the GetWellNetwork system. 
  • Facilitating exchange of best practices across client sites within their region and across the country.

Create

• Perform gap analysis, establish focus areas for practice standardization and performance improvement and guide how Get Well will be optimally leveraged in client organizations within their region. Partner with Client Service Managers to engage a multidisciplinary team of front line staff to evaluate current practice and design Get Well solutions and standard care processes for advanced patient engagement. 

Drive 

• In collaboration with the VP & SCSD, assess outcomes on a quarterly basis to identify value or return on investment achieved. Sustain success and support cultural adoption in conjunction with client executive steering team, coaching on improved performance as needed. Facilitate and encourage client adoption of best practices.
• Address and resolve issues that may arise during a project or within the team. This could involve conflict resolution, troubleshooting project issues, or negotiating solutions in disputes.

About You

• Strong desire and passion for improving the patient experience with strong customer service, project management and change management skills. 
• Proven facilitation of diverse groups to drive towards established outcomes objectives.
• Demonstrated change agent: ability to facilitate executive level dialogue, analytical expertise to derive meaning from data and utilize to develop client specific recommendations and build base of support around plan.
• 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, able to motivate and influence others through fact based client and product understanding, combined with genuine passion for the product and hospital outcomes.
• Excellent presentation and written communication skills and the ability to articulate clearly and concisely.
• 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 based on the client site.
• Desire to make a meaningful impact on hospital outcomes and patient’s lives.

Requirements:

• Previous experience as a Client Success Manager strongly preferred (minimum 2 years in the CSM role)
• Previous supervisory experience a strong plus
• Previous experience working with healthcare quality metrics such as: HCAHPS, SHEP, SAIL, healthcare quality and safety measures such as falls, infection prevention, readmissions and reduction in length of stay
• Bachelor’s degree in nursing, a health-care related field, or business
• Previous experience working within a hospital environment required
• Experience in leading training with clinical staff
• Must be able to meet all client specific requirements, including immunizations and screening
• Must be willing to submit to a federal government background check and regular drug testing
• Flexibility in schedule required, may require occasional weekend availability
• Ability to travel approximately 50% of the time to multiple clients’ sites and Company offices
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations.

Even Better

• Veteran status preferred

About Get Well:

Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well is combining high-tech AI navigation with high-touch care experiences driving patient activation, loyalty, and outcomes while reducing the cost of care. For almost 25 years, Get Well has served more than 10 million patients per year across over 1,000 hospitals and clinical partner sites, working to use longitudinal data analytics to better serve patients and clinicians. AI innovator SAI Group led by Chairman Romesh Wadhwani is the lead growth investor in Get Well. Get Well’s award-winning solutions were recognized again in 2024 by KLAS Research and AVIA Marketplace. Learn more at Get Well and follow-us on LinkedIn and Twitter.\

When it comes to careers, our approach is simple: empower employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You’ll find everything you’d expect and many things you don’t: exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full array of health benefits, fitness reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs, health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The estimated pay range for this position is $80,000 - $90,000 in base salary, plus annual bonus potential. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills. This range is subject to change and may be modified in the future. 

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.