Client Relationship Manager

Description

Who We Are

HealthierHere is a regional collaborative in King County dedicated to eliminating health disparities and improving health and well-being through innovative, cross-sector partnerships. Guided by our mission and vision, we work to advance health equity and whole-person care, striving for better health outcomes, reduced costs, and improved experiences for patients and providers.

As one of Washington State's nine Accountable Communities of Health, we prioritize addressing systemic racism, supporting marginalized communities, and fostering respectful, stigma-free care.

Our core values — equity, community, partnership, results, and innovation drive our efforts to transform healthcare delivery, promote prevention, and tackle social determinants of health.

At HealthierHere, we believe everyone in King County deserves the opportunity to achieve optimal well-being.

Commitment to Diversity, Equity and Inclusion

HealthierHere is an equal opportunity employer committed to creating an inclusive, multicultural workplace. We provide equal employment opportunities to all employees and applicants, prohibiting discrimination or harassment based on race, color, sex, religion, marital status, national origin, age, sexual orientation, citizenship, veteran status, or any sensory, mental, or physical disability, in compliance with local, state, and federal laws. We value diversity, strive for a diverse workforce, and actively encourage members of diverse communities to apply.

Work Schedule

Schedule: Monday-Friday during operating business hours with a hybrid schedule of required two days in our downtown Seattle office.

Benefits: 100% employee only paid by employer: medical, dental, vision, life, AD&D, LTD. 403(b) Retirement matched at 6%; 100% vesting. PTO: 3 weeks' vacation, 2 weeks sick, 4 wellness days, 13 holidays, $750 annual wellness benefit, and optional Flex plan and dependent coverage

Position Overview

HealthierHere co-designed Connect2 Coordinator (C2C) to facilitate electronic referrals, increase resource access via a shared directory, and enhance visibility of care providers. This system aims to improve health equity by fostering community collaboration and efficient care coordination. Connect2 Coordinator is a client management platform developed by HealthierHere that can be used to support Community Hub efforts under the Medicaid Transformation Project (MTP) 2.0. It enables case management partners to collaborate across systems, make closed-loop referrals, and share information across healthcare and social service providers. Supported by the Connect2Exchange database, it integrates with systems like Care Connect Systems (CCS) and Vision Link.

The Client Relationship Manager is responsible for ensuring that customers receive exceptional service and support for Connect2 Coordinator and Connect2 Exchange. This role ensures that customer questions and concerns related to Connect2 Coordinator and Exchange are elevated quickly and effectively. This role involves onboarding customers, managing communications, and triaging with the product team to troubleshoot or elevate issues and gaps.

Key Responsibilities

Customer Onboarding

• Build and maintain strong, long-lasting customer relationships by partnering with them and understanding their needs.
• Implement the onboarding playbook for customers adopting C2 Coordinator and work with the Product Team to identify and document onboarding needs related to customers integrating with Connect2 Exchange.
• Conduct onboarding sessions, such as webinars or one-on-one training, to guide customers through the initial setup and use of key features of Connect2 Coordinator.
• Monitor the onboarding process to identify and address any challenges or barriers that new customers may face.
• Active risk-mitigation to prevent any possible risks to existing contracted partners to maintain a healthy customer relationship.
• Work with the Product Team to develop, leverage and update appropriate materials needed for training for initial customer onboarding and training.

Ongoing Customer Support

• Respond to customer inquiries, providing clear, helpful, and timely responses.
• Troubleshoot and elevate product-related issues, escalating to the Product Support Manager and larger support as needed.
• Identify and report recurring customer issues or pain points, suggesting possible enhancements or changes.
• Communicate and guide customers through new product features, functions and changes, helping them to fully utilize the product and address any challenges.
• Assure customer satisfaction by following up on resolved issues and confirming that the customer’s needs have been met.
• Complete the product feedback loop by communicating the customer perspective is voiced in Connect2 product discussions include data governance and change control board/process.
• Identify business needs with existing customers or new partnership opportunities within the Product roadmap.

Documentation and Knowledge Sharing

• Share customer feedback and insights with the Product Team to help improve training, communications, and the overall Connect2 product.
• Provide feedback on existing support processes and suggest enhancements to improve efficiency and customer satisfaction.

Qualifications

• Minimum three years of experience providing customer support in healthcare and/or social service settings.
• Experience with case management work is preferred.
• Excellent customer service skills and experience.
• Demonstrated strong written and communication skills, with specific skill for translating advanced technical concepts into a format and language that is understandable and actionable to a broad audience.
• Skilled at project management, specifically the ability to carry out complex work in collaboration with colleagues and partners, leading projects to completion. Knowledge of data system integration project is preferred.
• Experience facilitating training or orientations in a group setting or through one-on-one sessions.
• Ability to quickly learn and understand new software products and technical concepts and explain them effectively to customers. Proficiency with Software-as-a-Service (SaaS) technology support and CRM systems such as Salesforce and HubSpot is preferred.
• Demonstrated ability to track, analyze, and report on customer success metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and customer retention rates.

Salary : $95,000 - $115,000