CSM, Government

GetWellNetwork, Inc.•Bay Pines, FL

1d•$65,000 - $75,000•Onsite

About The Position

If outcomes improvement and patient-centered care are your passion, then we want to speak with you! We’re looking for a talented, enthusiastic and committed individual to work as a Client Service Manager with our hospital client at the Bay Pines, FL Veterans Administration Medical Facility. Get Well’s Client Service Manager is responsible for effective product utilization and successful outcomes for the Get Well system at their designated client hospital. The Client Service Manager is a partner to hospital staff, advising on how Get Well can drive and support patient-centered care practices. This position collaborates with hospital staff and internal teams to gain alignment on the interactive patient care blueprint for success. Ultimately, the Client Service Manager will take the Get Well program to the next level by driving nurse engagement, focusing on increased utilization, and leading projects of functionality to drive outcomes.

Requirements

Bachelor’s Degree or equivalent 4-6 years military work experience required
Clinical experience preferred
Previous experience working within a hospital or other healthcare environment required
Previous military personnel and veterans are encouraged to apply
Previous project management and training experience preferred
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

Responsibilities

Develop, manage and maintain excellent relationships with all nursing staff, hospital administrators and other key client contacts; Serve as one of the primary points of contact in our account model for the client, providing superior customer service to patients, nurses, administrators, other staff members. Actively solicit staff and patient feedback; communicate results to appropriate representatives.
Assist in the development and execution of strategic and clinical outcomes achievement plans for the account; Advise client on the roadmap for achieving outcomes, our interactive patient care tools and their effectiveness regarding outcomes as well as the overall utilization of the Get Well system
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 appropriate hospital representatives. Continuously communicate updates to hospital staff regarding all aspects of the use and status of system
Drive utilization of the Get Well system by conducting quarterly account review meetings pertaining to account roadmap; conduct nurse and staff training, orienting them on the functionality and use of the system; actively participate in hospital staff nursing and steering committee meetings promoting interactive patient care
Monitor system utilization daily; identify and address any “hot spot” areas of underutilization; continuously work with staff to improve system utilization, as well as provide recommendations for improvement
Serve as the project manager on all development, content and configuration requests for the hospital; oversee and ensure prompt resolution of operational issues/complaints. Execute and manage the action plan for implementing features and functionality to achieve strategic outcome objectives
Create, audit and maintain system content or work with the Client Innovation Get Well team to create hospital specific content
Triage and be the primary point of contact at the client site for hardware and software issues as they arise with the Get Well Patient Engagement Platform.
Other duties as assigned