Senior Account Manager, Provider Engagement

Senior Account Manager, Provider Engagement

Clover Health is a healthcare technology company with a deeply-rooted mission of helping people live their healthiest lives. Our proprietary technology platform, Clover Assistant, collects, structures, and analyzes health data to help improve medical outcomes and lower costs for Medicare patients – the foundation of value-based care.

We value diversity – in backgrounds and in experiences. Healthcare is a universal concern, and we need people from all backgrounds to help build the future of it. The Clover team is empathetic, caring, and supportive. We are deliberate and self-reflective about the team and culture that we are building, and we seek teammates that are not only strong in their own aptitudes but care deeply about supporting each other's growth.

As a Senior Account Manager, Provider Engagement, you will forge and nurture trusted relationships with customers (e.g., payers, accountable care organizations, integrated delivery networks) and end users. You will partner closely with physicians and other healthcare practitioners to onboard and implement new practice groups and then proactively manage their usage and performance on an ongoing basis to support their success in value based care. This role will be an expert user of the product and play a pivotal part in driving optimal use of Clover Assistant to improve people’s lives through data-driven care.

As a Senior Account Manager, Provider Engagement, you will:

• Build strong, consultative relationships with customers and practice groups and serve as the primary point of contact with a singular focus of guiding their success in value based care through the use of Clover Assistant.
• Host practice group orientation, onboarding, and status update meetings; lead external meetings and demos with a high degree of professionalism and polish.
• Capture meeting notes, organize action items, and manage all items through to resolution; extract feedback, feature requests, bugs, complaints, and sales opportunities and triage appropriately within the Clover team.
• Document and maintain organization of all communications, assets, and artifacts associated with the assigned relationships.
• Analyze data to identify trends and proactively intervene.
• Track and synthesize customer insights and collaborate with the Clover team to drive product and program roadmaps.
• Be an expert user of the product; demonstrate a deep understanding of product features and expected interaction patterns.
• Develop and deploy scalable account management / customer success workflows and handoffs as well as best practice user workflows; document workflows and artifacts to support the team, practices, and customers.
• Apply critical thinking to appropriately adapt best practice workflows to the unique needs of each customer and practice.
• Coordinate with customers and users to schedule meetings and promptly respond to requests or issues; collaborate with other Clover teams to ensure seamless handoffs and timely resolution.

You will love this job if:

• You are passionate about transforming healthcare delivery through new technologies and want to make an impact.
• You have a bias toward action and seek to intervene before issues arise.
• You are comfortable navigating ambiguity and working in an evolving environment.
• You are a problem solver and a team player. You love working within teams and helping them work more efficiently.
• You are a strong communicator and able to influence behaviors to help drive desired outcomes.
• You are empathetic and seek to build enduring relationships with our customers and users.
• You are analytical and use data to drive actions and evaluate outcomes.

You should get in touch if:

• You have a strong, metrics-focused  customer success, provider engagement or account management background with demonstrated leadership in customer-facing roles.
• You have experience establishing strong relationships with healthcare practitioners and office staff and/or you have worked in a primary care practice.
• You have a general understanding of healthcare topics, such as claims processing, EHRs, medical billing and coding, reimbursement models including value based arrangements, and Medicare/Medicare Advantage.
• You are comfortable working in a fast-paced environment where priorities regularly pivot and competing deadlines must be managed simultaneously.
• You are personable and willing to push hard to meet goals while balancing relationships and multiple priorities.
• You demonstrate influence and are able to lead customers and users toward shared objectives.
• You are able to think strategically while also managing work tactically.
• You work autonomously but know wh