Position Summary

The Client Success Manager works closely with a team of clinical leaders and Quality Improvement Nurses (QINs), Client Success Directors, revenue cycle management, finance and ACO senior leadership. They will also work closely with our ACO participating providers and post-acute care facilities, including facility and physician group management teams. This role is responsible for driving and achieving the quality and performance goals of the ACO at the provider and facility level. The Client Success Manager serves as one of the primary points of contact for developing long-term relationships with ACO participants. This position is seen by the client as an expert and trusted advisor. In partnership with their Client Success Director and Quality Improvement Nurse, they will identify and execute opportunities to improve cost and quality of care for their partners. This role will report to the Client Success Director.

Essential Duties and Responsibilities

• Delivering exceptional client service on a day-to-day basis, proactively anticipating the client’s needs

• Tracking and managing engagement activities to align and achieve the goals of the ACO organization

• Coordinating and scheduling partner success meetings, such as monthly performance reviews

• Leading the support of the on-boarding of new clients from business development handoff, Telemedicine handoff, and to go-live

• Assisting providers and facilities with the installation, utilization, education, and training of the ACO population health platform

• Engaging participants to collect and submit required demographic data for quality reporting

• Establishing and engaging participants on their monthly ACO performance reports from the ACO population health platform

• Preparing monthly performance reports for ACO executive team on accounts that are performing well and underperforming

• Preparing individualized performance reports for providers and facilities

• Collaborating with the ACO clinical team, operations teams, Telemedicine team, and vendors to identify improvement opportunities for ACO participants

• Managing other duties as assigned

Values

• Communication: The ability to speak, write, and listen clearly and consistently

• Critical Thinking: The ability to be initiative-taking; anticipate needs; ability to make good decisions with incomplete, ambiguous information

• Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships, as the face of Sound

• Passion: Commitment to achieving high levels of performance continually. Demonstrated personal resilience and enthusiasm for a job well done

• Collaborative: Demonstrates the ability to work well with others to accomplish a goal and get the work done; takes opinions of others into consideration; includes others in the decision-making process

• Teamwork: The ability to pull people together into highly effective teams

• Change Capable: The ability to inspire others to navigate and progress through change by providing vision, the why, and feedback mechanisms

Knowledge, Skills, and Abilities

• Working knowledge of Microsoft Office Suite, including Microsoft Excel, Access, Word, Outlook, PowerPoint, SharePoint, Project, etc.

• Knowledge of Medicare, ACO, Medicaid, HMO, Private Insurance and/or No Insurance coverage

Education and Experience

• Bachelor’s degree in business administration, healthcare management, or related field is preferred.

• 4 years of experience with business development, healthcare program management and/or clinical case management