Senior Associate, Client Success

CVS Health•Work At Home-Illinois, IL

8d•$46,988 - $112,200•Hybrid

About The Position

Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through its value-based care model. The role requires partnership with RubiconMD clients to engage leadership, train clinicians and increase the adoption of its platform. Success will be measured by the strength of client partnerships and by RubiconMD’s impact on clients’ care delivery. As a Sr. Associate, Client Success, you will play a critical role in supporting and managing a book of clients and working to engage leadership and clinical teams. The role will focus on working to seamlessly integrate eConsults into clinicians’ workflows, identify gaps in engagement, improve processes and help to deepen client relationships.

Requirements

2+ years of experience working in a client facing role including but not limited to: account management, consulting, clinician engagement, provider relations, clinician education, or practice transformation
Understanding of best practice primary care workflows and value-based care initiatives
Client-facing experience in consulting, clinical integration or transformation activities, account management, EMR workflow development or assisting providers with change management is preferred
Experience conducting user experience research related to clinician engagement is a plus
Strategic Approach and Detailed Execution: sees and articulates big picture goals and takeaways, and can dive into the details to drive execution; documentation is already your best practice
Planning and Organization: has a keen sense for prioritization from email habits to time management, to information juggle about stakeholders, teams, clients, and products
Leadership: has the ability to drive alignment, action and deliver results when managing multiple stakeholders both internally and with the client; you are not afraid to make decisions and drive to resolution and next steps
Facilitate and Train: exhibits strong presentation and public speaking skills and the ability to be clear, concise, and effective articulating clinical and technical information in 1:1 and packed room settings
Entrepreneurial instinct: shows a bias towards action and has a natural drive to build, reflect, and iterate rapidly for the good of our clients and the company; you don’t miss a beat when clients change plans and are unphased by the constant evolution of internal processes
Proficiency with Microsoft Office and Google Suite

Responsibilities

Own end to end implementation program initiatives across a variety of client segments
Establish effective interpersonal relationships with all levels of clinic personnel, including primary care clinicians, support staff, practice managers, and organizational leadership (C-Suite level).
Promote an atmosphere that encourages enthusiasm and user participation in RubiconMD’s platform while creating a positive environment for sharing feedback and suggesting improvements
Onboard end users to the platform, including raising awareness and excitement among clinicians and clinic staff and facilitating trainings
Ensure client retention while engaging in contract renewal discussions
Engage client leadership and develop rapport by conducting client meetings and providing regular communication to leadership
Develop and implement clinician engagement initiatives to help foster a “culture of eConsults” amongst our clinic partners and drive sustained levels of platform utilization.
Provide insights and understanding that empower RubiconMD to create new engagement tactics to bring the most value to our users
Serve as the voice of the user by sharing insights and feedback and partnering to drive solutions with internal product and development teams
Support key Growth team members, assisting in creating deliverables and working within defined project plan timelines
Work cross-functionally to complete daily work with internal teams, which includes: business development, account management, operations, analytics, product, legal, and finance
10% travel for training to client/clinic sites when travel is permitted, post-COVID

Benefits

Mission-focused career impacting change and measurably improving health outcomes for medicare patients
Paid vacation, sick time, and investment/retirement 401K match options
Health insurance, vision, and dental benefits
Opportunities for leadership development and continuing education stipends
New centers and flexible work environments
Opportunities for high levels of responsibility and rapid advancement
medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs