Clinical Client Success Manager-PR

MPOWERHealth•San Juan, PR, PR

2d•Hybrid

About The Position

The Clinical Client Success Manager routinely manages client accounts, proactively communicates with clients, and provides day-to-day management and operational support for clinical services. The role focuses on customer engagement and retention, while supporting Clinical Client Success initiatives in a hybrid work structure. The manager leads client onboarding and service delivery throughout the client lifecycle, develops trusted relationships with client stakeholders, and helps clients realize business value from MPOWERHealth’s products and services. The role includes regular client meetings, reviews of performance and satisfaction metrics, issue resolution, operational analysis, project and process improvement, Salesforce administration, and support for cross-selling, renewals, and business development.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
3–5 years of experience as an Account Manager or in a similar role, with emphasis on healthcare revenue cycle management client accounts.
Experience in insurance, benefits, or healthcare revenue cycle.
Experience developing executive-level client relationships, including negotiation, presentation, and polished communication skills.
Ability to manage cross-functional and interdepartmental teams to achieve client goals.
Ability to manage multiple projects, responsibilities, and competing priorities.
Ability to review data, provide analytical feedback, and make recommendations.
Strong written and verbal communication skills.
Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint.
Ability to influence others, work cross-functionally, and navigate a multi-state organization.
Ability to manage ambiguity and establish effective internal networks.
Flexibility and adaptability to changing business requirements and environments, including the ability to influence difficult clients.
Ability to lead client discussions and handle conflict resolution.
Ability to collaborate with every department within MPOWERHealth.
Ability to prioritize, multitask, and perform effectively under pressure.
Self-starter who is eager to learn the business quickly.
Troubleshooting and problem-solving skills, with creativity in overcoming challenges.
Strong organizational, analytical, and project management skills.
Exceptional presentation skills and the ability to prepare impactful materials.
Maintain a professional appearance and be at work on a regular and consistent basis.
Travel at least 25%, with potential for additional travel as needed.

Responsibilities

Influence and manage client expectations regarding MPOWERHealth products and services.
Seek opportunities to improve operations, including people, processes, methodologies, and technologies.
Mentor fellow Client Success team members and interact with senior management across functional areas to help ensure objectives are met.
Communicate regularly with assigned accounts, set expectations, and negotiate priorities.
Lead service delivery so client needs are met across geographic and functional areas throughout the client lifecycle.
Onboard new clients from the initial meeting through case scheduling, with proactive communication and a focus on their first nine months.
Coordinate with internal departments to implement new client business.
Solve business and clinical challenges and identify and execute opportunities to engage clients.
Build trusted advisor relationships with client stakeholders and help them realize the full business value of MPOWERHealth services.
Own and manage service delivery for high-visibility, high-touch client relationships.
Hold regular calls or face-to-face meetings to review reporting, training needs, project status, outstanding issues, and opportunities to integrate additional services.
Communicate key escalations and priority issues to management.
Help clients follow best practices and optimize use of MPOWERHealth services and products.
Understand client short- and long-term goals and keep clients informed about relevant services, events, and industry changes.
Manage, measure, track, and resolve client issues in a timely manner.
Lead recurring meetings with surgeons.
Analyze operational metrics, identify trends and problem areas, and partner with operational leaders to meet client needs, Service Level Agreements, and business goals.
Represent the voice of the client, track client sentiment, and help clients maximize the value of products and services.
Drive issue resolution using standard processes and supporting resources.
Collaborate with clinical leaders to analyze, summarize, report, and manage business operations performance data.
Conduct tailored client account reviews covering performance metrics, Service Level Agreements, and client satisfaction.
Use a data-driven approach to deliver a strong client experience; evaluate satisfaction, identify aligned service needs, and address client concerns or requests.
Lead or participate in client-impacting projects, including process improvement initiatives.
Identify opportunities to optimize services, processes, and tools; improve internal efficiency and client satisfaction; and prevent recurring systemic issues.
Document and track client service tickets and support compliance with Service Level Agreements.
Track client information in Salesforce.
Identify opportunities to cross-sell MPOWERHealth products and services through client relationships.
Assist the Business Development team in sales meetings with new clients, support renewals, and recommend strategies to increase client usage and adoption.
Perform other duties as assigned.