Senior Clinic Success Lead

Company Description:

Quartet is a leading tech-enabled behavioral health company that works with health plans, systems, and provider groups to deliver speed to quality behavioral health care for all. Through sophisticated data and analytics, along with personalized services, Quartet exists to advance quality care as defined by four measures: speed to care, seamless patient experiences, improved health outcomes, and affordability for patients. 

innovaTel is a leading telepsychiatry provider dedicated to improving access to exceptional psychiatric care. innovaTel partners with clinical organizations to provide a range of services to both adults and children including psychiatric evaluations, therapy, medication management, patient education and consultations. In 2021, Quartet acquired innovaTel, and together we are delivering on our shared mission of enabling speed to quality mental health care for all.  We are deeply committed to growing a diverse team and an equitable and inclusive culture where all Quartetians are empowered to be themselves and do their best work.

About the team & Opportunity:

The Senior Clinic Success Lead will act as a connection point between our clinic customers and internal team, ensuring quality customer support for our growing network of clinics. At Innovatel, our telepsychiatry and teletherapy services act as a gateway to patient care, allowing behavioral health clinics across the nation to tap into our remote team of licensed psychiatrists, psychiatric nurse practitioners and licensed clinical social workers to meet their specific clinical needs. The Clinic Success team acts as an integral connection point between our clinic customers and our internal clinicians, ensuring partnerships are long-lasting and productive for the clinics, our clinicians, and Innovatel. 

The Senior Clinic Success Lead will serve as a key, senior member of the clinic success team, identifying opportunities to expand services while ensuring services are well-coordinated and provided at the established standard of care across behavioral health organizations. This is a unique role that blends clinical competencies, customer success, and current customer sales in a remote environment. No day is like the one before. 

Accountabilities:

• Provide strategic oversight and tactical support to  an assigned set of behavioral health clinic partners and their assigned clinicians
• Responsible for clinic customer satisfaction and clinician partnership success in assigned clinics, including retention metrics of assigned clinics
• Owns renewal process for assigned clinics; identifies and executes on expanded partnership opportunities, service offerings, and collaborative possibilities 
• Collaborate and join sales team in identifying new potential partnerships with clinic customers
• Collaborate with the Talent Acquisition team to identify required skills and credentials for clinicians needed to fulfill clinic contracts
• Partner with clinical leadership to set and monitor performance of providers according to clinical standards and guidelines 
• Facilitate customer implementation meetings to ensure proper onboarding and clinical operations
• Work cross-functionally with other departments on efforts to improve ongoing, proactive account management for all partners
• Collaborate with Licensing & Credentialing to ensure providers obtain and maintain appropriate licensure, credentials and payer enrollment for contracted clinicians
• Oversee the implementation of new programs using an implementation checklist and project management software (Hubspot)
• Conduct meetings with clinics to ensure satisfaction with clinician performance, resolving provider and partner complaints where appropriate
• Attend conferences for customer/provider recruitment and continuing education of telemedicine industry
• All other duties as assigned

Minimum Qualifications:

• 3+ years of experience in a related customer success role
• Registered Nurse or Social Worker
• Experience in psychiatric nursing and/or addictions
• Excellent customer service skills
• Comfortable in both clinician and customer facing meetings
• Psychiatric clinical competency
• Excellent technology skills with general knowledge of Electronic Health Records
• Excellent time management and problem-solving skills

Preferred Qualifications:

• Experience using Hubspot
• Bachelor’s degree in nursing or another relevant field.

Our Benefits

​We're proud to offer the following benefits to our team members:

• Competitive compensation​
• A​n unlimite