Client Success Associate

Privia Health

6h•Hybrid

About The Position

The Client Success Associate is responsible for managing a portfolio of clients and providing exceptional account management. This role involves working with Operations Consultant teams to support client success markers, overseeing compliance requirements, and collaborating with various Privia teams to enhance clients' digital front door presence. The associate will also handle changes, updates, and issue resolution, acting as a liaison between clients and internal teams. They will provide top-notch customer service to physician practices, deliver regular status updates to the Director of Practice Operations, and become knowledgeable about Privia's processes and technology platforms, including AthenaHealth EHR and Practice Management. Additionally, the role involves tracking and resolving administrative and IT issues, assisting clients with group purchasing options, providing market updates, and contributing to projects that enhance operational excellence. Leveraging technology platforms for reporting, project planning, and EMR assistance is also a key aspect of this position.

Requirements

Bachelor's degree preferred or equivalent relevant experience.
2+ years of previous healthcare experience required; working with physicians and medical group staff preferred
Managed multiple projects while providing exceptional client service
Technical project management in a healthcare setting is preferred
Experience in hospital or physician office setting including knowledge of physician office workflow and processes
Tech Savvy
Must possess reliable transportation
Ability to work with different professional levels of stakeholders to include clinic leadership, providers, and senior market leadership
Must comply with HIPAA rules and regulations
Collaborative, customer-focused and able to create visible value
Bright and analytical. Turns the unknown into knowledge in short order
Able to have honest, difficult conversations with doctors
Skilled in establishing and maintaining effective working relationships with providers, management, clients and staff, in order to gain client trust
Team approach to working with others, ability to perform a variety of duties within any work-day and organizational skills from planning to execution of tasks and projects
Process oriented with the ability to effectively see projects to fruition
Expresses ideas clearly and effectively, motivates the listener to action
Positive attitude toward company, work, clients, management, and team members
Uses a customer-focused approach in dealing with conflict and resolution of problems
Attention to detail, both individually and in the oversight of the team’s work products
Ability to work in a very fast-paced and changing work environment
Self-directed and resourceful
Excellent communication and client facing skills
Excellent organizational skills
Technical aptitude
Embodies absolute professionalism despite circumstances

Nice To Haves

Technical project management in a healthcare setting is preferred

Responsibilities

Work with the Operations Consultant teams to remain closely aligned on supporting markers of success for market clients
Oversee the successful completion of compliance requirements by all needed participants
Collaborate with other Privia teams, both locally and nationally, to drive the success of the clients digital front door presence.
Assist with changes, updates, and ongoing issue resolution
Serve as a communication liaison between clients and our internal teams to ensure prompt response, resolution and follow up as needed
Provide top-notch customer service to physician practices to ensure issues are resolved and clients are satisfied
Provide regular status updates to the Director of Practice Operations via regular operating meetings and one-off communications
Be well versed on Privia’s processes and technology platforms (includes our AthenaHealth EHR and Practice Management platform)
Collaborate with Key stakeholders, both internally and client facing, as it relates to administrative and IT related issue tracking and resolution
Work closely with clients to launch participation in available group purchasing options
Provide key market updates via professional communications to all clients in the portfolio
Help with projects on an ongoing basis that benefit the broader market, company, and contribute to operational excellence
Leverage available technology platforms for reporting needs, project planning, and providing EMR assistance to clients (schedule template builds, building and generating reports as applicable, ad hoc EMR updates and changes, updating and maintaining project planning software, ensuring CRM accuracy and reporting, and sprint planning)