What are the responsibilities and job description for the Senior Manager, Client Experience position at Upfront Healthcare?
Senior Manager, Client Experience
Department : Services
Employment Type : Full Time
Location : Chicago, Illinois
Description
WHAT'S UP?
We are seeking a highly motivated Senior Manager, Client Experience eager to lead consultative, high quality, enterprise software implementations and provide value to our most strategic and complex clients. This Senior Manager should be passionate about improving healthcare and partner with diverse stakeholders across client organization to ensure the implementation design aligns with strategic plans and delivers the desired outcomes. This role ensures professional and knowledgeable handling of day-to-day client deliverables by translating strategy into tactics that lead to positive client responses and feedback. Reporting to the VP, Client Experience, the Senior Manager, Client Experience must be a quick learner, self-starter and critical thinker who can strategically solve problems and thrive in a collaborative environment.
Join us to drive personalized and impactful patient experiences to help people easily access the care they need!
WHO ARE YOU?
You are a leader who is comfortable managing multiple internal resources and directing clients to follow Upfront's proven best practice methodologies in the execution of a consultative, enterprise software implementation.
You are excited to learn and inherently curious about how to deliver a better patient experience and create a more valuable healthcare system.
You cultivate strong relationships internally and with clients, acting as a trusted advisor.
You anticipate client needs and proactively propose solutions.
You are committed to continuous improvement and take a process driven approach to iterating client deliverables and helping to advance Upfront's best practice assets and processes.
You believe a well-documented, detail-oriented plan is the key to successful implementation and exceeding client expectations.
You advocate for our clients by balancing all dependencies (time, product, process, scope, impact, etc.) to provide the best experience and optimal outcomes.
As priorities inevitably shift and pivot, you know how to balance concurrent and sometimes conflicting needs to achieve a win-win. You communicate proactively and offer visibility to progress, potential roadblocks, and successes.
You can understand technology, products, workflows, and value proposition and bring credibility and confidence to client discussions.
You are analytical and a strong critical thinker who can balance client, product and business needs through a data driven approach.
You display integrity. Demonstrate strong decision-making skills and sound judgment.
You are an active listener, adept at asking the right discovery questions to uncover critical needs and address them.
Role Responsibilities
Perform a seamless client transition experience (Client Onboarding and Transition to Support) through effective and proactive communication and partnership with internal resources.
Lead Upfront's strategic client experience initiatives and projects, from conception through to execution in a consultative manner leveraging Upfront's best practices and other assets that align with the client's brand and strategic business objectives.
Follow and apply relevant standard operation procedures (SOPs) to your daily workflow to drive a consistent client experience across projects and the team.
Provide a high touch client experience through a proactive approach to communications and pre-meeting preparation and post-meeting follow-up.
Maintain technical aptitude and knowledge base and work closely with cross functional teams to ensure successful execution of technical deliverables and complex client requirements.
Map and analyze the client journey to identify areas for improvement and innovation
Gather and analyze client feedback from various channels to inform service enhancements
Train and guide client-facing staff to deliver high-quality service consistent with brand standards
Identify and resolve issues and conflicts and follow defined escalation pathways in a timely fashion.
Responsible for completion of weekly documentation including updates to project plans and Monday.com, status trackers and ADO Feature / Child ticket management to provide transparency to internal and client stakeholders and ensure sprint alignment with the project milestones.
Support internal efforts such as case study development or materials preparation upon request.
Lead by example by assisting team members on deliverables, demonstrating strong leadership qualities. Serve as a mentor and coach to teammates (onboarding and ongoing development).
Assist the VP, Client Experience in advancing functional team (Best Practices, training, assets, SOPs, etc.) based on experience at our most complex clients to continue to improve our execution and optimize the client experience.
PHI ACCESS
Minimum access to patient data (demographic and clinical) and limited to performance of role in project delivery for internal data validation and troubleshooting issues.
TRAVEL
Availability to travel up to 25%
Qualifications
6-10 years of creating and executing client experience initiatives and projects in a healthcare organization
3-5 years of experience in enterprise digital health care implementation and optimization.
Adept leader who is persuasive, encouraging, and motivating.
Possesses a "Client First" mindset but who is prescriptive and comfortable challenging clients when appropriate (e.g., deviation from established Upfront Best Practices).
Excellent internal and client communication skills, both written and spoken.
Able to appropriately manage risks and project escalations, should they arise.
Work and respond promptly to demanding timelines with shifting priorities.
Technology savvy with an ability to quickly learn, understand, and apply new technologies.
Work well in a fast-paced, high-pressure environment.
Experience partnering with Sales, Account Teams, Customers, Service Delivery, and Operations.
Creative, flexible thinker and problem solver with initiative to propose alternative solutions.
Proficiency in Microsoft Office Suite; strong Excel skills
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