OI Infusion
  • Flemington, NJ, USA
  • Full Time

About the Role

As a Customer Success Account Manager - (Healthcare), you will manage the client experience for physician group clients - driving success and patient experience, leading to renewals, expansion, and advocacy across your portfolio.

What You'll Do

Collaborate with our clients to deliver their desired outcomes and a world-class infusion center management experience for their teams and patients by:

  • On boarding these members onto our platform, add-value in the early stages and future, and build the relationship to create the highest level of client satisfaction and patient satisfaction.
  • Communicating with your accounts to proactively drive utilization and engagement, as well cross-functionally communicate internally at OI Infusion
  • Engaging with clients post-sale, creatively add value throughout lifecycle, and ultimately increase retention while reducing churn
  • Influencing future lifetime value through higher utilization, patient satisfaction and overall health scores
  • Driving new business growth through greater advocacy and reference-ability

Duties & Responsibilities

Pre Move-In & On-Boarding

  • Review and understand the Service Agreement as it applies to each client that you represent
  • Responsible for successful implementation and delighting clients and their patients in the process
  • Collect clinical, financial and operational information needed to Go-Live on expected date
  • Unpack and physically set up new Infusion Centers
  • Call clients' patients to let them know of potential changes to their care and ensure a smooth transition
  • Work closely with Sales, Clinical Operations and Intake to ensure product is delivered per the deal requirements on move-in day
  • Function as the main point of contact for clients you represent, and be available to members on call/email Post Go-Live

Post Go-Live

  • Drive productive QBR sessions, reporting on member health and utilization as well identify expansion opportunities
  • Provide support to Client by working with different departments to prioritize high level items and escalated issues
  • Increase client retention by conducting regular check-in calls, and perform quarterly meetings for health checks
  • Partner with Sales and Business Development to develop strategies for increasing the average client lifecycle
  • Work closely with teams to identify opportunities for improvement and bugs
  • Use Zendesk to monitor issues and identify churn risk; work proactively to limit that risk
  • Use Salesforce to track data, issues, and develop strategies based on findings
  • Work within Customer Success budget to support your Clients and their patients as needed
  • Act as the voice for Clients to improve the Client and patient experience

Experience & Requirements

  • BA or BS required, with a preference for an advanced degree (MBA, MA, or MS)
  • Healthcare experience required
  • 3 years minimum in customer-facing capacity (e.g. AM, CSM, Relationship Manager)
  • Willingness to travel 25% of the time
  • Customer service experience required
  • Project management and business operations experience required
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Strong generalist - highly competent with the ability to wear many hats
  • Strategic and innovative problem solver and relationship manager
  • Highly flexible and adaptable to continuous change and growth
  • Excellent communicator - verbal and written
  • Organized and detail-oriented
  • Excellent interpersonal skills
  • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
OI Infusion
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