Director of Customer Experience

Company Description

MacroHealth's mission is to make buying and selling healthcare services simple and powerful.

We provide a Health Marketplace-as-a-Service platform that enables Payers, Providers, and Health Market Partners to Optimize and Connect their unique healthcare ecosystems.

Our Optimization solutions provide analytics and connectivity focused on optimizing healthcare pricing and payments. We provide health Payers with data enhancement, analytical tools, and market benchmarking to design Provider network solutions that are optimized for each unique member group. With our Connect solutions, a single EDI/API implementation can connect our clients with their chosen Providers, Provider Networks and industry Partners.

Our team has a vision to create Intelligent Health Markets that dramatically improve healthcare cost, quality and access for everyone.

Job Description

Position Summary:

Contributes to the organizational strategy and achievement of company goals by fueling MacroHealth’s growth and value in the healthcare market. Builds and maintains effective relationships with key payer customers, primarily at the senior or executive leadership levels, to deliver valuable business opportunities and outcomes for their business. Achieves customer objectives while driving product adoption, increasing retention, and mitigating customer churn.  Accountable for client retention and growth. Accountable for client retention and growth. Owns the client experience for key clients and serves as the primary contact across a portfolio of organizations.   Key contributor to building our customer experience processes and organizations. Generates and implements key metrics for customer support, education, and revenue growth. Collaborates with internal teams to build consensus and achieve organizational goals.

Key relationships: Executive leadership team, sales, Customer Experience, product, Customer Delivery

Key Accountabilities:

Drives expansion of in-force partner accounts

• Gains knowledge of the client’s business objectives and strategies and consults with them to build their healthcare ecosystem, reduce healthcare costs, and increase access.
• Develops account profiles and strategies to capitalize on opportunities to achieve customer satisfaction and growth strategies.
• Leads customer focus groups/product development sessions to understand potential white space.
• Collaborates with product organization to drive development of new products or features that have wide customer appeal.
• Transitions new customers, champions process changes, articulates business value, and delights enterprise clients.

Owns the client experience and serves as the primary contact for client group

• Serves as the primary point of contact and owns the client experience across all MacroHealth departments
• Requires conveying advanced information and persuading several diverse stakeholders/audiences.
• Recognized internally as the client subject matter expert.
• Quickly becomes the trusted advisor for customers
• Creates meaningful relationships within customer organizations, at all levels
• Monitors the customer satisfaction and risk factors of each account.
• Advocates for network partners on behalf of customers in situations requiring intervention

Leader in providing insights to the customer experience

• Develops and refines key performance indicators (KPIs) and company business processes to track and deliver a high-caliber customer experience.
• Deeply understands the healthcare marketplace, particularly territories in which key accounts are located, and provides analysis and thought leadership to customers and to internal stakeholder
• Works on broader organization projects, which requires understanding of wider business.

Collaborates internally with teams

• Advocates for customer experience and customer first mindset across organization,
• Establishes new processes and organizational structures to resolve operational gaps
• Collaborates with internal teams to build teamwork and achieve organizational goals.

Qualifications

• BA/BS degree or equivalent
• Minimum of ten (10) years of relevant experience
• A track record of building high-value relationships with health plans, health systems, and/or health care solution providers
• Proven ability to interact with senior healthcare leaders in a strategic capacity
• Experience working with or for health care provider networks, health plans, network intermediaries, third party administrators, or related entities with network relationships; a deep, highly fluent understanding of h