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+--- Thread: Vice President of Customer Success (/showthread.php?tid=1024)
Vice President of Customer Success - Leah Flair - 05-11-2021
About the Job
Chartspan is the largest provider of care coordination managed services in the U.S. (Translation...we care for patients, telephonically and electronically, between doctor appointments.) We manage patient Chronic Care Coordination (CCM) programs for more than 100 of the most successful practices and health systems in the United States.
ChartSpan's trained clinicians telephonically engage each doctor’s sickest patients, monthly, checking to make sure they are adhering to care plans, taking their medications, and addressing care issues they experience. Bi-directional clinical and billing data is managed and automated by integrating directly with each client's EHR system.
ChartSpan also bundles annual wellness visits into our service offering. Four out of five Medicare patients failed to get their Annual Wellness Visit (AWV) last year. ChartSpan clients conduct AWVs with 84% of all eligible patients, impacting more patients and significantly increasing revenue for our clients.
By combining our management of value-based ES:care programs like CCM and AWV, ChartSpan has the unique ability to manage the MIPS compliance programs for our clients. We are proud that a majority of our customers scored a perfect 100 MIPS score in 2018. ChartSpan delivers new revenue for practices, dramatically improves patient outcomes, and drives MIPS compliance.
As a member of the Executive team, the Vice President of Customer Success will guide and manage a team of client service and implementation specialists with a focus on Provider/Practitioner client success and retention. You will collaborate, innovate and use your vast experience to discover solutions for customer success.
RESPONSIBILITIES
- Provides guidance on and executes client retention strategy and multi-level client management processes
- Proven ability to successfully and significantly drive client satisfaction, ensure transparent feedback with successful partnerships and drive retention and growth
- Contributes to company culture by providing radical candor and patient guidance to the Client Services team and fellow ChartSpan employees
- Makes decisions in-line with ChartSpan business goals with a focus on company growth, complex client management and client retention
- Leads innovation by identifying new opportunities and processes
- Developing client-initiated strategic goals and ensuring execution of a detailed Client-Focused Strategic Plan
- Development and implementation of Quality Improvement Plan
- Create and implement client-facing reports that detail assessments completed, results and opportunities
- Create and implement a training plan for Chronic Care Management (CCM) and Annual Wellness Visit (AWV) tools and processes
- Performs root cause analysis, actively works on solutions and improvements to better the business and client relationships
- Ensures appropriate resource allocation for the team
- Reports on department performance, team updates, client updates, and initiatives
- Develop strategies to improve Provider quality performance
- Oversees and responsible for all aspects of team management to ensure quality and effectiveness
- Ensures collaboration across teams to resolve client issues and challenges
- Proactively works with senior leadership to maintain a positive atmosphere
- Works with each direct report to further career development plans
- Develops forecasts for client onboardings and training
- Contributes to and responsible for revenue quotas, troubleshooting, and client retention
- Able to stand firm and remain committed. Practice radical candor in times of conflict. Facilitate discussion and understanding when difficult decisions must be made and executed.
- Ambassador and champion of the company’s culture and values.
- Bachelor's degree in Business or health-related discipline. Graduate degree preferred
- Significant experience in managing direct reports, remote employees and teams
- Solid understanding of complex implementation, training and launching of new clients
- Understanding of Provider practice operations, key performance metrics and Quality measures
- Extensive background in enterprise-level healthcare client management, client relationship building and retention
- Experience in the medical field, medical billing/coding or equivalent
- Minimum 5 years of healthcare client services experience or equivalent. Experience in Provider Relations preferred
- Minimum 5 years of experience in managing teams and/or remote employees
- Appreciation for and willingness to travel
- World-class leadership and management skills
- Excellent interpersonal and communication skills (verbal & written)
- Strong presentation skills with the ability to influence others
- Excellent staff development and mentorship skills
- Ability to provide and receive constructive feedback
- Must possess team-building capabilities across departments
- Self-motivated and able to motivate and inspire others
- Strong strategic, analytical, and judgment capabilities
- Detail-oriented and able to effectively multi-task
- Proficiency in PPT, Word, Excel, and G-Suite
- Integrity
- Resilient & Gritty
- Candid
- Positive
- Someone who has persevered through challenges. Must speak openly about their failures.
- Not afraid of steep climbs or challenges.
- Not afraid of steep climbs or challenges.
- This is a high-growth business maturing out of the startup phase.
- We need a leader who is “Comfortable with being uncomfortable” because success is not guaranteed but the struggle is definitely guaranteed.
- Must be willing to do the work. Roll up his/her sleeve’s mentality.
- Having an “executive attitude”