Clinical Client Success Manager-PR

MPOWERHealth•San Juan, 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. Customer engagement and retention are key drivers of success. This is a hybrid opportunity that continues the role’s current responsibilities while supporting Clinical Client Success initiatives. The role leads client onboarding and service delivery throughout the client lifecycle, builds trusted relationships with client stakeholders, and helps clients achieve business value from MPOWERHealth’s services and products. It includes analyzing operational and performance data, resolving client issues, conducting account reviews and recurring meetings with surgeons, and collaborating across clinical, operational, and other internal teams. The position also supports process improvement, special projects, client service ticket and Salesforce administration, business development, cross-selling, and renewals. The position requires regular and consistent attendance and travel of at least 25%, with the potential for additional travel. It is performed in a standard office environment that may be busy and noisy. The work involves extended periods of sitting and using office equipment and computers, with occasional light lifting up to 20 pounds and reaching, stooping, standing, and walking.

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 client accounts.
Experience in insurance, benefits, or healthcare revenue cycle.
Experience developing executive-level client relationships, including negotiation, presentations, and polished communication.
Ability to successfully 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 and work cross-functionally within 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 all departments 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, including creative approaches to challenges.
Strong organization, analytical, and project management skills.
Exceptional presentation skills and ability to prepare impactful materials.
Must maintain a professional appearance and be at work on a regular and consistent basis.
Ability to travel at least 25%, with potential for additional travel as necessary.
Ability to perform the physical and communication activities described for the position, with reasonable accommodations where applicable.

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 to meet client needs across geographic and functional areas throughout the client lifecycle.
Onboard new clients from the initial meeting through case scheduling, with proactive communication and particular focus on clients’ first nine months.
Coordinate with internal departments on implementation of new client business.
Identify and execute opportunities to engage clients and develop trusted advisor relationships with client stakeholders.
Manage high-visibility, high-touch client relationships and service delivery.
Hold regular calls or face-to-face meetings with clients 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 their use of MPOWERHealth services and products.
Understand client short- and long-term goals and keep clients informed of relevant services, events, and industry changes.
Proactively 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 make effective use of products and services.
Drive issue resolution using standard processes and procedures in coordination with supporting resources.
Collaborate with clinical leaders to analyze, summarize, report, and manage performance data related to business operations.
Conduct tailored client account reviews covering performance metrics, Service Level Agreements, and client satisfaction.
Monitor and evaluate client satisfaction, identify needs aligned with service offerings, and address client concerns or requests.
Lead and participate in client-impacting projects, including process improvement initiatives.
Identify opportunities to optimize services, processes, and tools, and resolve systemic issues to prevent recurrence.
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, 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.