nThrive

Communities Manager

Job ID
2021-29539
Employment Type
Full Time
Hours Per Week
40
State
Remote

Overview

nThrive® provides leading healthcare revenue cycle management SaaS solutions, offering patient access, charge integrity, claims management, contract management, machine learning & robotic process automation, data & analytics, and education software solutions to more than 900 hospitals and health systems in North America, including 37 of the 40 largest healthcare providers in the U.S. nThrive's end-to-end software platform helps healthcare organizations increase revenue, reduce costs, expand cash collections, and ensure regulatory compliance across the entire revenue cycle continuum. For more information on nThrive, please visit www.nthrive.com

 

The Communities Manager is responsible for inspiring our SalesForce community of users, providing support, moderating community questions and discussions, creating and/or modifying community content, and escalating any issues to the appropriate internal teams.

Responsibilities

  • Create a curated experience and encourage community involvement
  • Maintain Salesforce community through following identified governance procedures
  • Review and resolve community questions/issues in a timely manner though partnering with appropriate internal SMEs throughout the business to get information and escalate issues where necessary
  • Develop an engagement strategy that entices users to visit and participate in your community on a daily basis
  • Regularly communicate member achievements and milestones to keep your community top of mind
  • Keep a pulse on trending and hot topics in the community and identifying areas of opportunity to grow engagement and decrease the level of effort in navigating through the Community Portal
  • Work with cross-functional teams to connect the right internal experts with community members as needed
  • Reduce the client effort leveraging nThrive’s digital strategy
  • Drive self service capabilities to increase case deflection
  • Drive community portal traffic and build brand awareness; determine where members drop off and create a strategy for providing better help
  • Frequently assess the relevancy of community content; monitor what members are searching for and proactively add new content

Qualifications

  • Demonstrated conflict resolution and problem-solving techniques
  • Demonstrated ability to present and facilitate effectively
  • Outstanding interpersonal skills, with a demonstrated ability to work cross functionally with support teams to deliver a hassle-free experience
  • Demonstrated ability to communicate with others, including customers, in a clear, understandable, and professional manner on the phone, via email and in person via use of good written (i.e., good grammar/spelling) and verbal communication skills
  • Excellent relationship-building skills and ability to inspire collaboration
  • Ability to maintain strong attention to detail
  • Experience in Salesforce Community Portal, social communities, or equivalent platforms
  • High School diploma or GED
  • Travel: None

Preferred Skills

  • Social Media, Marketing, or Communications experience
  • Experience with online Communities as a user, moderator or Community Manager and experience increasing engagement
  • Business or related field and/or 1-2 years equivalent work experience
  • Knowledge of the Salesforce platform including Service Cloud and Community Cloud
  • Experience with “Plain Language” communication principles
  • Experience with Knowledge Centered Service (KCS)
  • Experience with digital marketing

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