Client Experience Manager

ProviderTrust Summary

ProviderTrust was founded in 2010 with a mission to create safer healthcare for everyone through OIG and state Medicaid exclusion monitoring. Today, the organization has developed the industry’s most accurate dataset for ongoing exclusion monitoring and primary source verification, serving the nation’s top health systems, payers, and pharmacy organizations. Our solutions monitor employees, vendors, provider networks, licenses, credentials, and more for OIG and state Medicaid exclusions, sanctions or disciplinary actions, license expirations, or suspensions. With 100 team members, our Nashville-based company has consistently been recognized as one of the Best Places to Work by Modern Healthcare, Inc. Magazine, and The Tennessean Top Work Places. To learn more, visit [providertrust.com].

Opportunity

We are seeking a Client Experience Manager who will effectively and professionally interact with customers of all technical skill levels to define, research, and resolve issues quickly.

Your Strengths

• A spirit of positivity! We are cultivating a team of people who see problems as opportunities
• Alignment to the ProviderTrust vision and culture
• A collaborative and coachable team-player
• An appreciation and understanding of the healthcare space
• Customer-centric, motivated by delighting customers through every exchange
• Ability to cultivate meaningful relationships both inside and outside the company
• Possess creative problem-solving skills with good gut instincts
• Effective and polished communication – both written and verbal
• Highly organized and can facilitate meaningful and productive meetings
• Strong listening skills bent towards empathy and thoughtfulness
• The ability to convey and document technical information in a simple way
• Tech-savvy and fluent in modern software and hardware (We use Google Suite, Macbooks, ZenDesk, Salesforce, etc.)
• 2 years experience in customer support, software support, or other SaaS tech experience

Daily Responsibilities

• Serve as an expert in ProviderTrust’s growing suite of products and services
• Contribute to ongoing product enhancements and service evolution
• Ensure accurate client data ingestion via both files and API and advise clients in effective process management
• Accurately conduct new client scoping, partnering with sales and account management to ensure optimal new client acquisition
• Effectively and professionally interact with customers of all technical skill levels to define, research, and resolve issues quickly
• Maintain updated client contact records, utilizing Salesforce
• Learn workflow patterns and identify and document best practices within the various ProviderTrust market segments, helping to drive product use and value as a product consultant
• Advocate for customer needs cross-departmentally, as a Voice-of-the-Customer, and succinctly communicate product feedback to the product team on a regular cadence
• Be thoughtfully dedicated to the continuous improvement of PT products and client experiences, always putting client needs first and being responsible for self/work with a can-do attitude
• Execute client adoptions & trainings across Enterprise/National segments and strategize the development and expansion opportunities
• Maintain content and learning library digital assets
• Administer application and user workflow consulting
• Provide client experience insights and journey mapping execution
• Design client stages and define client lifecycle experiences
• Ensure, enable, and measure client experience standards across the client portfolio
• Provide Tier II escalations and client investigations as needed for P1 incidents

What It's Like to Work Here

At ProviderTrust, we recognize that experience is built in many ways. If you have relevant skills that are not reflected in your resume or your experience doesn’t match our exact requirements, we welcome your candidacy and encourage you to share more. We champion building a team that embodies empathy, equity, respect, and inclusivity while actively supporting our community, clients, partners, and friends. We value differences of opinion and embrace unique perspectives. We desire an environment that allows all team members to bring their whole selves to work unashamedly. We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time. ProviderTrust is an equal opportunity employer.

To be great at ProviderTrust, we find our team members have these things in common:

• Gain energy from working in a fast-paced, creative environment
• Decision-making that employs a blend of data-driven insights and intuition
• Ability to multitask and handle multiple projects concurrently
• Resilience and positivity, able to address setbacks and bounce back quickly
• Resourcefulness, discovering creative ways to get things done
• Joy in making an immediate and positive impact
• Diverse interests that are welcomed and extend beyond our organization

Things That Make Us A Great Place To Work

• Hybrid schedule: 3 days in office
• Competitive base salary and incentive package with 401k matching, HSA employer contribution, and company-paid life and disability insurance
• Medical, dental, and vision benefits: PT pays 80% of your premiums. We also offer access to a range of free mental health and well-being resources.
• Unlimited PTO, 11 paid holidays, and a flexible work schedule
• Internal professional growth, development, and mobility
• Daily all-company morning huddles to sync up across the business
• In-office experience: fully stocked kitchen, ergonomic desk setup, dog-friendly, and many celebrations!
• Remote experience: home office set-up with technology provided, remote-friendly meetings and celebrations, and interest-specific Slack channels for connecting across teams
• Fitness stipend, wellness program, and cell phone reimbursement
• Modern Healthcare Best Places to Work (2021-2024)
• The Tennessean Top Work Places (2022-2024)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person