Client Success Manager

DaVita Kidney Care

69d • $82,800 - $121,600

About The Position

The Physician Product CSM plays an integral role in ensuring DaVita products, services, and initiatives meet objectives by leading relationship management within our physician community. This position works closely with practitioners and practices, to understand their business model, operating model, and clinical priorities, in order to optimize adoption of DaVita products and services. The expectations for the CSM include: Epic EHR application adoption, OneView application adoption, build trust and physician satisfaction, assess quality through practice communication and data synthesis and develop recommendations to improve processes and products, coach for change management and drive success for value-based care programs and broader DaVita clinical and business objectives through successful implementation and adoption of DaVita products. The CSM will collaborate with cross functional teams including business development, clinical, operations, product and business leaders across DaVita. This position serves as a thought partner and key contributor for activities related to government programs and models, clinically integrated networks (CINs), independent practice associations (IPAs), and DaVita Integrated Kidney Care (IKC) programs, DaVita Product team, Clinical Action Team goals, and Growth Action Team goals.

Requirements

• Bachelor’s Degree
• Advanced proficiency in Microsoft Office Products (Excel, PPT, Word)
• At least 2 years of project management experience

Nice To Haves

• MBA
• Process improvement training (Lean Six Sigma, PDSA)
• Prior experience in healthcare services, practice management and/or working with payers, value based care models, and/or integrated healthcare models
• Project Management Professional Certification (PMP)
• Change Management Certification

Responsibilities

• Ensure excellence in implementation, training, and adoption with Nephrology Practices to DaVita Physician Solution’s CKD EHR by Epic platform and the OneView Platform.
• Review CKD EHR by Epic and OneView products with physicians and practices to ensure a solid understanding of the value, capabilities, and functionality of the platform.
• Responsible for account management, ongoing training, onboarding, and supporting practices new to CKD EHR by Epic and OneView.
• Serves as the point person for physicians and practices post practice onboarding and implementation.
• Works closely with the implementation, support, go to market, and product as the liaison to ensure consistency with physicians and practices.
• Wide latitude in promoting the platform, designing portfolios and solutions for potential clients, advising potential clients, and performing other consultative activities.
• Partner with Nephrologist(s) to build trust and physician satisfaction.
• Independently develop account strategies and build relationships with customers under minimal supervision.
• Responsible for managing successful relationship(s) with Nephrologists and Nephrologist’s practice staff.
• Substantial knowledge of the practice in order to engage meaningfully with customers; Determine product solutions based upon their technical knowledge and previous customer interactions – partner with product and support teams to share feedback and insights.
• Serve as a trusted advisor and main point of contact for physician practice.
• Provide streamlined nephrologist engagement across DaVita IKC and other value-based care programs, in addition to the DaVita’s core business objectives in DKC.
• Provide timely follow-up to physician requests and open items related to program objectives.
• Ensure that all application feedback from physicians is meaningfully captured and shared with the team.
• Manages all assigned projects to achieve goals and objectives.
• Leads multiple projects including, but not limited to: physician education and training, implementation and use of new products and capabilities, IT integration.
• Uses product and usage data to identify outlier practices who the CSM needs to engage in order to optimize use of CKD EHR and OneView and realize product outcomes and business outcomes.
• Uses a creative and methodical approach to solving issues that adheres to DaVita best practices and exemplifies Core Values.

Benefits

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees