Client Service Manager, Government - Tampa, FL
About The Position
The Client Service Manager is responsible for effective product utilization and successful outcomes for the Get Well system at the designated client hospital. Based onsite at the Tampa, Florida VA hospital, the manager partners with hospital staff to advise on how Get Well can support patient-centered care. The role collaborates with hospital staff and internal teams to align on an interactive patient care blueprint, drive nurse engagement and utilization, and lead functionality projects that support outcomes. The manager serves as a primary client contact and project manager for development, content, configuration, and operational requests. The position includes training and educating hospital staff, monitoring system utilization and client satisfaction, supporting strategic and clinical outcomes plans, and coordinating resolution of platform hardware and software issues. Occasional travel to the Bethesda, Maryland headquarters and flexibility for evening or weekend work may be required.
Requirements
- Bachelor’s degree or equivalent 4–6 years of military work experience.
- Previous experience working within a hospital or other healthcare environment.
- Demonstrated history of service excellence.
- Ability to work effectively under pressure in a fast-paced environment.
- Strong relationship-building skills and ability to navigate hospital relationships effectively.
- Strong communication skills and ability to motivate and influence others using fact-based client and product knowledge.
- Customer-service focus.
- Flexibility and ability to adapt to uncertainty and changing daily needs.
- Ability to work as part of a remote team while maintaining focus at the client site.
- Willingness to submit to a federal government background check and regular drug testing.
- Ability to meet client-specific requirements, including immunizations and screening.
- Adherence to information security policies and protection of sensitive information, including ePHI and PHI.
- Flexibility in schedule, including willingness to work evenings and weekends as needed.
Nice To Haves
- Clinical experience.
- Previous project management experience.
- Previous training experience.
- Previous military personnel and veterans are encouraged to apply.
Responsibilities
- Develop and maintain strong relationships with nursing staff, hospital administrators, and other client contacts; serve as a primary point of contact and provide customer service to patients and staff.
- Solicit staff and patient feedback and communicate results to appropriate representatives.
- Assist in developing and executing strategic and clinical outcomes plans for the account; advise the client on outcomes roadmaps, interactive patient care tools, their effectiveness, and system utilization.
- Support executive meetings to review the strategic plan and return on investment.
- Deliver and support a client training program for assigned facilities or region.
- Educate stakeholders and facilitate participation in research.
- Monitor client satisfaction and quality goals by facilitating regular project status meetings; communicate system use and status updates to hospital staff.
- Drive system utilization through quarterly account review meetings, nurse and staff training, and participation in nursing and steering committee meetings promoting interactive patient care.
- Monitor utilization daily, identify areas of underutilization, work with staff to improve usage, and recommend improvements.
- Manage development, content, and configuration requests as project manager; oversee resolution of operational issues and complaints and manage action plans for implementing features and functionality.
- 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 onsite contact for hardware and software issues involving the Get Well Patient Engagement Platform.
- Perform other duties as assigned.
- Protect sensitive information, including ePHI and PHI, in accordance with organizational policies and applicable regulations.
Benefits
- Paid time away from work and paid leave programs.
- 401(k) and incentive plans.
- Internal education programs.
- Health benefits.
- Fitness reimbursement.
- Cell phone subsidy.
- Casual offices with snacks and drinks.
- Peer recognition programs.
- Health advocacy and employee assistance programs.
- Pet insurance.
- Bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
