Client Care Coordinator ( Luvo Liaison)

Are you looking to be part of a great team? If so, Wound Care Advantage is the place to be! We are the nation's largest healthcare consulting firm, looking for a Luvo Liaison to join our team and further the established WCA brand. Wound Care Advantage wants to be the stewards of your success. We are a company that understands the importance of supporting our employees’ career advancement. We love to see our employees grow and there is high growth potential with The WCA.

**WHEN SUBMITTING YOUR RESUME, YOU MUST SUBMIT A COVER LETTER IN ORDER TO BE CONSIDERED**

JOB SUMMARY:

As a Luvo® Liaison, you will partner with our operations team to ensure the long-term success of WCA partners. You will be responsible for developing long-term relationships with your portfolio of assigned accounts, through connecting with key account contacts and helping to drive overall program success. You will liaise between partners and cross-functional internal teams to ensure the timely and successful completion of contracted deliverables and solutions customized to partners' needs. This is a vital position in the retention and servicing of WCA partners across the country.

REPORTS TO: Director of Luvo Liaisons

RESPONSIBILITIES:

• Operate as the lead point of contact for any and all matters specific to your accounts.
• Build and maintain strong, long-lasting customer relationships.
• Develop a trusted advisor relationship with clinic staff and executive members.
• Ensure timely and successful delivery of solutions according to customer needs and contract objectives.
• Communicate WCA’s initiative and announcements to clients; providing clarification when needed.
• Clearly communicate, drive, and document the progress of weekly/monthly/quarterly/annual initiatives/reports to the regional team.
• Coordinate, participate in, and document regional events, calls, and any other activities. Lead any follow-up action items.
• Assist in compiling detailed weekly updates for the regional team(s).
• Track, understand and forecast key account metrics on a weekly basis.
• Monitor program progress through various WCA dashboards and tools, keeping regional teams aware and helping to initiate necessary actions.
• Remain knowledgeable of contract specifications and deliverables, ensuring that all activities are appropriate.
• Allocate resources to fulfill client requests within the contract and appropriate approval.
• Identify and initiate opportunities for improvement and additional resources within the region and collaborate with other internal team members to support program maintenance and growth.
• Manage high severity requests and/or escalate issues with regional team and executive members, when appropriate.
• Maintain a clear understanding of program operations; including wound care and hyperbaric therapy.
• Participate in the Program Implementation process as directed and coordinate weekly parking lot calls following Go-Live.
• Ensure all training and education processes within the region are completed appropriately.
• Service all Luvo® chats, Luvo EMR™ lockouts, user registrations/deactivations and audits.
• Customize specific elements of Luvo according to program needs.
• Conduct Luvo® and Luvo EMR™ demos as needed.
• Complete other duties as assigned.

QUALIFICATIONS:

• Fully vaccinated against the Covid-19 virus in accordance with Federal CDC and State/Local regulatory guidance.
• Bachelor's degree preferred.
• Proven account management or other relevant experience.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels, including executive and C-level.
• Ability to translate client requests to actual deliverables in a timely fashion.
• Ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent verbal and written communication skills.
• Excellent problem-solving skills.
• Open to new ideas and ability to adapt within the work environment.
• Computer experience in word processing, spreadsheets, and the internet.