Director, Client Success - Florida

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

Travel Required: Yes, 50% 

Overview of the Role:

The Director, Client Success, Florida is a key leader on the Florida market team. This role is responsible for managing a portfolio of clients and overseeing the associates on the Client Success team.

Primary Job Duties:

Individual Contributions:

• Work with the Operations Consultant teams to remain closely aligned on supporting markers of success for market clients
• Oversee the successful completion of compliance requirements by all needed participants
• Collaborate with other Privia teams, both locally and nationally, to drive the success of the client's digital front door presence. Assist with changes, updates, and ongoing issue resolution
• Serve as a communication liaison between clients and our internal teams to ensure prompt response, resolution, and follow up as needed                  
• Provide top-notch customer service to physician practices to ensure issues are resolved and clients are satisfied
• Provide regular status updates to Privia market senior leadership via regular operating meetings and one-off communications
• Be a subject matter expert on Privia’s processes and technology platforms (includes our AthenaHealth EHR and Practice Management platform)
• Collaborate with key stakeholders, both internally and client facing, as it relates to administrative and IT related issue tracking and resolution
• Work closely with clients to launch participation of available group purchasing options
• Provide key market updates via professional communications to all clients in the portfolio
• Provide additional value for clients by providing exemplary account management oversight
• This individual will also help with projects on an ongoing basis that benefit the broader market, company, and contribute to operational excellence
• Expertly leverage available technology platforms for reporting needs, project planning, and providing EMR assistance to clients (schedule template builds, building and generating reports as applicable, ad hoc EMR updates and changes, updating and maintaining project planning software, ensuring CRM accuracy and reporting, and sprint planning)

Team Oversight:

• Manage and lead the associates on the Client Success Team
• Provide coaching to junior team members through regular feedback loops, shadowing opportunities,  1:1s, performance evaluations, and ongoing coaching
• Uncover and address any barriers to success early and often
• Ensure all associates are actively engaging their portfolios and are driving value by delivering exemplary account management
• Provide monthly reporting to internal stakeholders
• Collaborate with national and market level teams to provide new associates with initial onboarding software platform training 
• Leverage individual expertise to build on the initial training skills and further develop the Client Success associate’s knowledge and technology resource utilization

Qualifications

• Bachelor's degree highly preferred. Healthcare Master’s or MBA preferred
• Previous healthcare experience required; working with physicians and medical group staff preferred
• Managed multiple projects while providing exceptional client service
• Technical project management in a healthcare setting is preferred
• Experience in hospital or physician office setting including knowledge of physician office workflow and processes
• Tech Savvy
• Experience managing and leading team members
• Must possess reliable transportation
• Ability to work with different professional levels of stakeholders to include clinic leadership, providers, and senior market leadership
• Must comply with HIPAA rules and regulations 

Interpersonal Skills & Attributes:

• Collaborative, customer-focused and able to create visible value
• Bright and analytical. Turns the unknown into knowledge in short order
• Able to have honest, difficult conversations with doctors
• Skilled in establishing and maintaining