Client Relations Specialist- Healthworks- FT/Days
Centra Health, Lynchburg, VA, United States
Job Description
The Client Relations Specialist will represent HealthWorks Occupational Medicine - Direct to Employer Service Line, acting as the main point of contact for clients, providing excellent customer service and support to new and existing clients, and is a crucial part of creating positive and lasting strategic partnerships. The Client Relations Specialist is responsible for building and fostering relationships with major employers as well as strategic and organizational partners to support new business and grow and maintain existing business. This position will work collaboratively with HealthWorks leadership and multiple cross functional team members to ensure that contracted and expected deliverables are followed through on, and client-related targets/metrics are met or supported by countermeasures. This position requires nursing or equivalent clinical healthcare related experience.
Responsibilities
Essential Duties and Responsibilities: Acts as the primary contact point for HealthWorks clients and maintains an ongoing relationship and line of communication with both administration and employees for each client through marketing material, emails, face-to-face visits and scheduled meetings. Knows, represents, and can educate clients on HealthWorks service line offerings including product descriptions, delivery timeline/implementation, service expectations, and price. Coordinates appropriate meetings with "subject matter experts" in the clinic when necessary. Assist clients to ensure seamless transition when utilizing occupational medicine and other services. Resolves client questions and concerns in a timely manner and engages leadership when needed. Collaborates with leadership to establish and track key performance indicators related to client services. Reports on anticipated changes in client services that impact revenue targets, develops countermeasures for barriers and identifies solutions. Works with clinical and operational team to track and report appropriate metrics for each client. Engages with leadership team to present unusual or complex requests to ensure we can adequately meet requirements. Presents opportunities for growth or addition of services to client leadership/decision makers including C-Suite level. This may include developing the presentation and deliverables as well as leveraging HealthWorks service line leaders, the HealthWorks Director, and/or the HealthWorks Medical Director. Adheres to expectations regarding documentation and tracking of communication and client related activities in the designated platforms/software identified for this purpose. Provides weekly, monthly, quarterly, and annual reports to leadership regarding client related activities, market analysis information, and customer service issues/resolution as requested. Leads client review meetings. Updates and maintains client company information including contacts in designated platforms. Support client-related services in the clinic, which may include, but is not limited to, assisting with scheduling appointments, gathering necessary information to conduct service and/or exam, administrative tasks, and troubleshooting issues. Assess client satisfaction through verbal/written communication skills and use of client satisfaction survey. Attend and support HealthWorks events for clients when applicable. Research specific occupational medicine topics, as requested by leadership, to share with clinical staff as needed. Other Functions:
Performs other duties as assigned. Supports Director in putting together quotes, proposals and contracts for current clients. Assist with, monitor, and track client contracts through the entire contracting process. Collaborate with leadership to discuss industry trends, identify new services based on client feedback, and assist with market analysis. Supervisory Responsibilities:
This role does not supervise any direct reports.
Qualifications
Required Qualifications:
Bachelor's degree required in related discipline or equivalent related healthcare/ nursing experience At least 3-5 years previous experience in health care related programs and/or customer service Minimum 2 years' experience working as a nurse or equivalent healthcare professional Ability to build client relationships Excellent oral, written and interpersonal communication skills Ability to deliver results with little lead-time; professionalism and customer service skills are always necessary Ability to communicate professionally with all levels of leadership in a concise, clear and timely manner Comfortable interacting with a variety of audiences Superb follow through skills Skilled in conflict resolution Proven record of organization and independent work; a self-starter Proficient in all Microsoft applications including Outlook, Excel, Word, and PowerPoint Active driver's license/insurance and reliable transportation
Travel Required
Travel is expected to be approximately 5-10% of the time, locally to/from client sites. May vary seasonally.
Work Environment:
The noise level in the work environment is usually minimal to moderate.
The setting for this role will include office and healthcare settings, with occasional travel to employer worksites. Exposure to controlled temperature environments, both hot and cold, is to be expected.
The Client Relations Specialist will represent HealthWorks Occupational Medicine - Direct to Employer Service Line, acting as the main point of contact for clients, providing excellent customer service and support to new and existing clients, and is a crucial part of creating positive and lasting strategic partnerships. The Client Relations Specialist is responsible for building and fostering relationships with major employers as well as strategic and organizational partners to support new business and grow and maintain existing business. This position will work collaboratively with HealthWorks leadership and multiple cross functional team members to ensure that contracted and expected deliverables are followed through on, and client-related targets/metrics are met or supported by countermeasures. This position requires nursing or equivalent clinical healthcare related experience.
Responsibilities
Essential Duties and Responsibilities: Acts as the primary contact point for HealthWorks clients and maintains an ongoing relationship and line of communication with both administration and employees for each client through marketing material, emails, face-to-face visits and scheduled meetings. Knows, represents, and can educate clients on HealthWorks service line offerings including product descriptions, delivery timeline/implementation, service expectations, and price. Coordinates appropriate meetings with "subject matter experts" in the clinic when necessary. Assist clients to ensure seamless transition when utilizing occupational medicine and other services. Resolves client questions and concerns in a timely manner and engages leadership when needed. Collaborates with leadership to establish and track key performance indicators related to client services. Reports on anticipated changes in client services that impact revenue targets, develops countermeasures for barriers and identifies solutions. Works with clinical and operational team to track and report appropriate metrics for each client. Engages with leadership team to present unusual or complex requests to ensure we can adequately meet requirements. Presents opportunities for growth or addition of services to client leadership/decision makers including C-Suite level. This may include developing the presentation and deliverables as well as leveraging HealthWorks service line leaders, the HealthWorks Director, and/or the HealthWorks Medical Director. Adheres to expectations regarding documentation and tracking of communication and client related activities in the designated platforms/software identified for this purpose. Provides weekly, monthly, quarterly, and annual reports to leadership regarding client related activities, market analysis information, and customer service issues/resolution as requested. Leads client review meetings. Updates and maintains client company information including contacts in designated platforms. Support client-related services in the clinic, which may include, but is not limited to, assisting with scheduling appointments, gathering necessary information to conduct service and/or exam, administrative tasks, and troubleshooting issues. Assess client satisfaction through verbal/written communication skills and use of client satisfaction survey. Attend and support HealthWorks events for clients when applicable. Research specific occupational medicine topics, as requested by leadership, to share with clinical staff as needed. Other Functions:
Performs other duties as assigned. Supports Director in putting together quotes, proposals and contracts for current clients. Assist with, monitor, and track client contracts through the entire contracting process. Collaborate with leadership to discuss industry trends, identify new services based on client feedback, and assist with market analysis. Supervisory Responsibilities:
This role does not supervise any direct reports.
Qualifications
Required Qualifications:
Bachelor's degree required in related discipline or equivalent related healthcare/ nursing experience At least 3-5 years previous experience in health care related programs and/or customer service Minimum 2 years' experience working as a nurse or equivalent healthcare professional Ability to build client relationships Excellent oral, written and interpersonal communication skills Ability to deliver results with little lead-time; professionalism and customer service skills are always necessary Ability to communicate professionally with all levels of leadership in a concise, clear and timely manner Comfortable interacting with a variety of audiences Superb follow through skills Skilled in conflict resolution Proven record of organization and independent work; a self-starter Proficient in all Microsoft applications including Outlook, Excel, Word, and PowerPoint Active driver's license/insurance and reliable transportation
Travel Required
Travel is expected to be approximately 5-10% of the time, locally to/from client sites. May vary seasonally.
Work Environment:
The noise level in the work environment is usually minimal to moderate.
The setting for this role will include office and healthcare settings, with occasional travel to employer worksites. Exposure to controlled temperature environments, both hot and cold, is to be expected.