Client Success Associate

Privia Health•Va, VA

22h

About The Position

The Client Success Associate manages a portfolio of clients and provides account management and customer service to physician practices. The role works with Operations Consultant teams and other local and national Privia teams to support client success, compliance, digital front door presence, and resolution of administrative and IT issues. The associate communicates between clients and internal teams, provides status updates to the Director of Practice Operations, supports group purchasing participation, and shares market updates with clients. The role also contributes to projects that benefit the market and company and support operational excellence. It uses Privia’s processes and technology platforms, including AthenaHealth EHR and Practice Management, for reporting, project planning, EMR assistance, CRM accuracy, and related updates. Travel required: 20%.

Requirements

Bachelor’s degree preferred, or equivalent relevant experience.
At least 2 years of previous healthcare experience.
Experience managing multiple projects while providing client service.
Experience in a hospital or physician office setting, including knowledge of physician office workflows and processes.
Tech savvy and technically apt.
Reliable transportation.
Ability to work with stakeholders at different professional levels, including clinic leadership, providers, and senior market leadership.
Must comply with HIPAA rules and regulations.
Collaborative, customer-focused approach and ability to create visible value.
Analytical and able to turn unfamiliar topics into knowledge quickly.
Ability to have honest, difficult conversations with doctors.
Ability to establish and maintain effective working relationships with providers, management, clients, and staff.
Team-oriented, adaptable, and organized, with the ability to plan and execute varied duties and projects.
Process-oriented approach and ability to see projects through to completion.
Clear and effective communication skills, including the ability to motivate listeners to action.
Positive attitude toward the company, work, clients, management, and team members.
Customer-focused approach to conflict and problem resolution.
Attention to detail in individual work and oversight of team work products.
Ability to work in a fast-paced and changing environment.
Self-directed and resourceful.
Excellent communication and client-facing skills.
Excellent organizational skills.
Professionalism in all circumstances.

Nice To Haves

Experience working with physicians and medical group staff.
Technical project management experience in a healthcare setting.

Responsibilities

Work with Operations Consultant teams to stay aligned on client success markers.
Oversee completion of compliance requirements by all required participants.
Collaborate with local and national Privia teams to support clients’ digital front door presence.
Assist with changes, updates, and ongoing issue resolution.
Act as a communication liaison between clients and internal teams to support prompt responses, resolution, and follow-up.
Provide customer service to physician practices and ensure issues are resolved and clients are satisfied.
Provide regular status updates to the Director of Practice Operations through operating meetings and other communications.
Develop and maintain knowledge of Privia processes and technology platforms, including AthenaHealth EHR and Practice Management.
Coordinate with internal and client-facing stakeholders to track and resolve administrative and IT issues.
Work with clients to launch participation in available group purchasing options.
Provide market updates to portfolio clients through professional communications.
Contribute to ongoing projects that benefit the broader market and company and support operational excellence.
Use technology platforms for reporting, project planning, EMR assistance, schedule template builds, report creation, ad hoc EMR updates, project planning software maintenance, CRM accuracy and reporting, and sprint planning.