Client Relations Manager (CRM)

People are a company's greatest resource, which is why caring for employees and keeping them healthy is so important. Proactive MD offers a comprehensive health management solution that extends well beyond the clinic walls. Access to on-site physicians, full direct primary care services, and excellent client support are the hallmarks of our program. By engaging a workforce and offering them a personal relationship with a primary care physician, we can deliver measurably better outcomes, making people happier, healthier, and more productive while significantly lowering overall medical costs for employers. We put employees' health first because amazing care yields amazing results. We are the next generation of workplace health centers.

JOB SUMMARY

The Client Relations Manager champions the Proactive MD mission, vision, values, and Patient Promise by acting as a frontline representative for Proactive MDs clients and serving as a voice of the company throughout the clients relationship with Proactive MD. The position provides account management to a client or groups of clients to ensure needs are met and that strong, positive relationships are built. Additionally, the role provides general, non-management oversight of Health Center operations at the client site to ensure expectations are met.

Remote with 50% travel

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Experience

• Acts as the primary client (employer) contact. Develops and maintains a trusted advisor relationship with client and key stakeholders to enhance client experience and retention.
• Manages all communication between the client and the Health Center staff.
• Collaborates with multiple internal stakeholders and external vendor partners to ensure best in class client service, enhance client retention rates and offer client solutions delivered efficiently and effectively. Examples of internal stakeholders include the clients Environmental Health & Safety team, Human Resource team, and Facilities team. Examples of external vendors include clients Employee Assistance Programs, wellness vendors, benefits consultant, and voluntary benefits teams.
• Understands intimately and communicates clearly on the clients health benefits plan.
• Offers expertise related to health benefits design and works to strategically align the employee health benefits with the services and programs offered in the Primary Care Health Center.
• Communicates clearly on immediate and time-sensitive matters impacting client benefits and services. Committed to a 24-business hour turnaround on all client communication.
• Serves as a problem solver to proactively address and solve any and all opportunities related to the client, patient, and clinic operations team.
• Works alongside the Health Data Science team to understand and communicate opportunities, successes, and trends related to clinical and claims data.
• Reports to the clients leadership on Health Center performance. This includes Quarterly and
• Annual face to face meetings with the client to deliver performance reporting, offer strategic planning, and goal setting.
• Works in partnership with the client, Medical Affairs team, Patient Advocate, and Clinical
• Operations team to set quarterly objectives. Tracks and reports objective status quarterly to the client.
• Conducts bi-weekly telephonic meetings with the key client contact(s) to discuss current events, short term planning, and troubleshoot problem areas.

Patient Experience

• Through interaction with clients key stakeholders as well as working in conjunction with the office of Health Data Science, identifies needs and opportunities within the clients member population.
• Strategizes with Patient Advocate team and Clinic Operations team to develop programs and engagement strategies to accomplish employer goals.
• Collaborates with Patient Advocate team and Clinic Operations team to ensure the Service Standards are consistently delivered in the Health Center
• Works alongside Patient Advocate to develop and deploy member engagement strategies including employee events, outreach campaigns, and educational opportunities.
• Remains attentive to patient feedback. Leads process to solve high severity requests, complex challenges or issue escalations relating to patients.
• Participates in and supports client sponsored, employee facing events. Examples include family fun days, seasonal festivals, as well as open enrollment activities and meetings.
• Organizes and deploys activities to collect patient feedback. Examples include focus groups, patient roundtable discussion, and surveys. Is responsible to collect the information from these activities and collaborate with Patient Advocate team, Clinic Operations team, and Medical Affairs team to address areas of opportunity.

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES

• 4+ years of experience working in healthcare setting or related field
• Undergraduate degree required; Masters degree preferred
• Well versed in the concepts and principles of self-funded employer health benefits
• Ability to provide strategy and consultation related to employer health benefits
• Excellent written and oral communication skill
• Ability maintain working relationships with people from diverse backgrounds
• Ability to prioritize needs and plan work accordingly
• Knowledge of HIPPA confidentiality requirements

POSITION TYPE & EXPECTED HOURS OF WORK

This role will be expected to work a minimum of 40 hours/week as directed. Typical workdays are Monday through Friday, 8:00am to 5:00pm. This role is considered an exempt position. Evening and weekend work are infrequent but may occasionally be required as business needs dictate. This is a nonmanagement role with professional growth opportunities within Proactive MD.

TRAVEL

Infrequent, domestic travel may be required and should be expected to be less than 20% of the positions overall responsibilities.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.