Job Summary 

The Client Success Officer (CSO) is a key member of the HPI Executive Team, ideating and designing new programs and systems to improve the RCM customer experience. The CSO will focus on designing customer loyalty programs and incorporating training for employees on customer experience. A successful candidate will be an important leader who is responsible for transforming how we nurture and sustain our customer base. A high level of internal drive is required, as well as a unique ability to recognize opportunities and execute them. 

Duties/Responsibilities: 

• Drive cross-functional organizational focus on client outcomes, realized value, experience with HPI, and client retention.

• Partner with COO to create proactive, repeatable processes, metrics, management systems, and playbooks to drive consistently strong and positive client experience.

• Partner with COO and manage Business Unit leadership teams to drive financial performance (revenue, COS, gross margin).

• Conduct, with COO, regular reviews with Business Unit leaders.

• Partner with Sales and Onboarding organizations to ensure successful transition of new clients into the ongoing client success organization and processes.

• Recruit, manage, develop and coach Business Unit client success consultants (CSCs).

• Oversee ‘at-risk’ client process, including direct involvement in risk-mitigation initiatives for at-risk Platinum and Gold clients.

• Develop, with Business Unit leaders, direct relationships with Platinum & Gold clients.

• Develop and enhance client success metrics and reporting across all Business Units.

• Provide CEO with feedback on strategic opportunities based on unmet client needs and opportunities.

• Provide strong representation of the ‘voice of the client’ to the executive team.

Required Skills/Attributes:

• Proven experience/track record successfully managing complex clients that are similar to the Platinum and Gold client profile (large office-based physician groups and hospital-based groups)

• Experience in managing client delivery with an offshore component.

• Demonstrated knowledge of the provider segment of the US healthcare industry and the challenges faced by physician practices in the targeted market segments.

• Experience building strong collaborative, internal cross-functional relationships.

• Demonstrated bias toward managing via metrics and dashboards.

• Proven leadership development and team member coaching.

Education and Experience:

• B.A./B.S. in related field required; Master’s degree preferred

• 15 years’ experience in healthcare services/technology and revenue cycle management

• 10-15 years of Client Management/Relationship

Physical Requirements:

• None

Health Prime is an Equal Opportunity Employer