Client Service Manager, Government - Coatesville, PA

GetWellNetwork, Inc.•Coatesville, PA

2d•$65,000 - $75,000•Onsite

About The Position

Get Well is seeking a talented, enthusiastic, and committed individual to serve as a Client Service Manager at the Coatesville, PA Veterans Administration Medical Facility. This role is responsible for ensuring effective product utilization and successful outcomes for the Get Well system within the designated client hospital. The Client Service Manager will act as a partner to hospital staff, providing guidance on how Get Well can support patient-centered care practices. This position involves collaboration with hospital staff and internal teams to align on the interactive patient care blueprint for success, ultimately aiming to elevate the Get Well program by driving nurse engagement, increasing utilization, and leading projects to achieve desired outcomes.

Requirements

Bachelor’s Degree or equivalent 4-6 years military work experience required.
Previous experience working within a hospital or other healthcare environment required.
Demonstrated history of service excellence.
Occasional travel to our Bethesda, MD headquarters required.
Flexibility in schedule required; may require occasional weekend availability.
Must be willing to submit to a federal government background check and regular drug testing.
Must be able to meet all client specific requirements, including immunizations and screening.
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations.

Nice To Haves

Clinical experience preferred.
Previous military personnel and veterans are encouraged to apply.
Previous project management and training experience preferred.
Ability to work effectively under pressure and in a fast-paced environment.
Exceptional relationship builder, understanding the nuances of internal hospital relationships and how to operate appropriately and effectively in the hospital environment to drive deliverables.
Dynamic communicator; ability to motivate and influence others through fact-based client and product understanding, combined with genuine passion for the product and hospital outcomes.
Customer Service focus – committed to client experience.
Thrives in an environment of uncertainty - strong sense of flexibility and ability to “go with the flow”.
Ability to work as part of a remote team and maintain Get Well focus while on client site.
Desire to make a meaningful impact on hospital outcomes and patient’s lives.
Willing to work evening/weekend hours as needed.

Responsibilities

Develop, manage, and maintain excellent relationships with nursing staff, hospital administrators, and other key client contacts.
Serve as a primary point of contact for the client, providing superior customer service to patients, nurses, administrators, and other staff members.
Actively solicit staff and patient feedback and communicate results to appropriate representatives.
Assist in the development and execution of strategic and clinical outcomes achievement plans for the account.
Advise clients on the roadmap for achieving outcomes, the effectiveness of interactive patient care tools, and overall Get Well system utilization.
Support key executive meetings to review the strategic plan on ROI.
Deliver and support a strong client training program for assigned facilities and/or region.
Educate and facilitate participation in research.
Monitor client satisfaction and quality goals by facilitating regular project status meetings with hospital representatives.
Continuously communicate updates to hospital staff regarding the use and status of the system.
Drive utilization of the Get Well system by conducting quarterly account review meetings, nurse and staff training, and participating in hospital staff nursing and steering committee meetings.
Monitor system utilization daily, identify and address areas of underutilization, and provide recommendations for improvement.
Serve as the project manager for all development, content, and configuration requests for the hospital.
Oversee and ensure prompt resolution of operational issues/complaints.
Execute and manage action plans for implementing features and functionality to achieve strategic outcome objectives.
Create, audit, and maintain system content, or collaborate with the Client Innovation Get Well team to create hospital-specific content.
Triage and serve as the primary point of contact for hardware and software issues related to the Get Well Patient Engagement Platform.
Perform other duties as assigned.