• Manager, Client Concierge

    Job ID
    2018-24451
    Employment Type
    full-time
    Hours Per Week
    40
    Onsite Work Schedule Details
    M-F
    City
    Remote
  • Overview

    Join the leading health care educational-technology firm redefining healthcare industry education.At this very exciting time in our history, with unprecedented market drivers sparking change throughout the health care industry, we are seeking an experienced Manager of Client Concierge/Support to join our team of professionals and oversee product adoption and usage.This position will empower you to make an impact on one of the world’s most progressive organizations by allowing you to thrive in an entrepreneurial and fast-paced environment.

    Responsibilities

    • Be responsible for the entire client experience both for our external and internal clients, from initial kick-off through ongoing support to full maturation of the relationship
    • Maintain highly organized and collaborative client interaction notes and logs
    • Oversee all incoming client ticket volume managing ticket routing and response ensuring all are handled according to our internal SLAs and reported to leadership
    • Take lead role in all initial client kick-offs and implementations
    • Coordinate product launches and refreshers with clients and nThrive partners
    • Conduct/attend weekly meetings with support colleagues and nThrive partners to keep abreast of clients and opportunities for improvement
    • Educate clients regarding product, content offerings, and functionality
    • Maintain client contact and distribution lists to ensure effective communication
    • Establish product deployment and client usage best practices, creating help and communication collateral for our clients
    • Demonstrate understanding of client’s business issues and solutions
    • Establish scalable protocols and business processes to support clients’ reporting needs
    • Develop, facilitate, and nurture client user groups
    • Find innovative ways to drive product usage and make it easier for client staff, managers, and executives to consume our product
    • Ensure adoption and utilization metrics are monitored regularly and proactively communicated to clients, internal stakeholders, and nThrive partners
    • Develop and manage internal analytic views showcasing client utilization data using tools, such as PowerBI and Tableau
    • Develop and oversee 360-degree communication strategy within organization
    • Work with clients to identify future educational needs as well as manage client surveys to determine client engagement satisfaction
    • Working with the Education Product Manager, gather client stories and case studies related to positive nThrive Education use, outcomes, and ROI examples
    • Partner closely with commercial, marketing, and technology teams to accelerate end-user adoption
    • Collaborate with Sales and Client Management functions regarding contract renewals
    • Modify instructional methods and strategies to meet diverse client and student needs
    • Manage client support specialists who will answer tickets, engage with clients, and product update reports on client engagement

    Qualifications

    • 5 plus years of C-level client engagement management required
    • Previous coding, clinical, revenue cycle, and/or patient access experience 
    • Exceptional client engagement skills
    • Experience with client survey tools and processes such as NPS
    • Strong project management skills with excellent follow-through
    • Willingness to ‘roll up sleeves’ to engage with clients, answer tickets, and collaborate with internal teams to find optimal pathways, improve process, and drive client engagement
    • Tech-savvy and able to learn new technologies and products quickly in order to effectively communicate the product to clients as well as communicate with nThrive leadership
    • Virtual/Remote or based in one of our corporate office locations (Alpharetta, GA or Plano, TX)

    • Travel 25%

    Preferred Skills

    • Experience using data analytic tools preferred (Tableau or PowerBI a plus)

    About nThrive

    Be Inspired. Ignite Change. Transform Health Care. 

    From Patient-to-PaymentSM, nThrive provides all the technology, advisory expertise, services, analytics and education programs health care organizations need to thrive in the communities they serve. Our colleagues share a united passion to help health care organizations strengthen their financial position, which translates to accessible, quality care for all. This passion fuels our drive to innovate and participate in community outreach through the nThrive CARES program. Our colleagues are encouraged to think differently and empowered to make a lasting impact that ensures our health care providers, and our world, are healthy and productive.

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