Feb 12, 2019
Opportunity: If outcomes improvement and patient centered care are your passion, then we want to speak with you! We’re looking for a talented, enthusiastic and committed individual to work as a Client Service Manager on-site with our client at a designated Veteran’s Administration Medical Facility or pool of facilities. The GetWellNetwork Client Service Manager is responsible for effective product utilization and successful outcomes for the GetWellNetwork system at a designated client hospital. The Client Service Manager is a partner with hospital staff, advising on how the GetWellNetwork can drive and support patient-centered care practices. This position collaborates with the client (Hospital) and the GetWellNetwork team to gain alignment on the interactive patient care blueprint for success agenda. Ultimately, the Client Service Manager will take the GetWellNetwork program to the next level by driving nurse engagement, focusing on increased utilization and leading project management of functionality to drive outcomes. This role will be located in Miami, FL or Portland, OR and requires about 20% travel. Responsibilities: Develop, manage and maintain excellent relationships with all nursing staff, hospital administrators and other key client contacts; Serve as one of the primary points of contact in our account model for the client, providing superior customer service to patients, nurses, administrators, other staff members. Actively solicit staff and patient feedback; communicate results to appropriate representatives. Assist in the development and execution of strategic and clinical outcomes achievement plans for the account; Advise client on the roadmap for achieving outcomes, our interactive patient care tools and their effectiveness regarding outcomes as well as the overall utilization of the GetWellNetwork system Support key executive meetings to review the strategic plan on ROI Deliver and support a strong client training program for assigned facilities and/or region. Educate and facilitate participation in research Monitor client satisfaction and quality goals by facilitating regular project status meetings with appropriate hospital representatives. Continuously communicate updates to hospital staff regarding all aspects of the use and status of system Drive utilization of the GetWellNetwork system by conducting quarterly account review meetings pertaining to account roadmap; conduct nurse and staff training, orienting them on the functionality and use of the system; actively participate in hospital staff nursing and steering committee meetings promoting interactive patient care Monitor system utilization daily; identify and address any “hot spot” areas of underutilization; continuously work with staff to improve system utilization, as well as provide recommendations for improvement Serve as the project manager on all development, content and configuration requests for the hospital; oversee and ensure prompt resolution of operational issues/complaints. Execute and manage the action plan for implementing features and functionality to achieve strategic outcome objectives Create, audit and maintain system content or work with the Client Innovation GetWellNetwork team to create hospital specific content Serve as primary Point of Contact (During duty hours) for any requests for technical hands on assistance from the GetWellNetwork support team Other duties as assigned About You: Ability to work effectively remotely under pressure and in a fast paced environment Exceptional relationship builder, understanding the nuances of internal hospital relationships and how to operate appropriately and effectively in the hospital environment to drive deliverables Dynamic communicator, able to motivate and influence others through fact based client and product understanding, combined with genuine passion for the product and hospital outcomes Customer service focus – we are each individually committed to our client experience Thrives in an environment of uncertainty. No two days are the same on the job so you need to have a strong sense of flexibility and ability to “go with the flow” Ability to work as part of a remote team and maintain GetWellNetwork focus while based on client site Desire to make a meaningful impact on hospital outcomes and patient’s lives Willing to work evening/weekend hours as needed Comfortable with technology and the ability to assist with troubleshooting minor technical issues Ability to travel up to 20% Requirements: Bachelor’s Degree or equivalent 4-6 years military work experience required Must have clinical experience Previous military personnel and veterans are encouraged to apply Previous experience working within a hospital or other healthcare environment required Must be willing to submit to a federal government background check and regular drug testing Previous project management and training experience preferred Demonstrated history of service excellence Occasional Travel to our Bethesda, MD headquarters required Must be able to meet all client specific requirements, including immunizations and screening Flexibility in schedule required, may require occasional weekend availability About GetWellNetwork: GetWellNetwork® is the Precision Engagement™ healthcare company. Our solutions engage patients and families, empower clinicians and deliver outcomes that matter. From inpatient to outpatient, to physician practices and urgent care clinics , to patients on the go , GetWellNetwork offers the only cross-continuum platform that performs across every care setting. With more than 300+ employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If you're passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you!
GetWellNetwork Miami, FL, USA Full-Time