CSM, Government - Wilkes-Barre, PA

Overview

Title
:
Client Service Manager, Government – Wilkes-Barre, PA

Reporting to
:
Senior Client Service Manager

Location
:
This position will be based onsite at the Wilkes-Barre, PA VA hospital location.

Opportunity
:

If outcomes improvement and patient-centered care are your passion, then we want to speak with you! We’re looking for a talented, enthusiastic and committed individual to work as a Client Service Manager with our hospital client at the Wilkes-Barre, PA Veterans Administration Medical Facility. Get Well’s Client Service Manager is responsible for effective product utilization and successful outcomes for the Get Well system at their designated client hospital.

The Client Service Manager is a partner to hospital staff, advising on how Get Well can drive and support patient-centered care practices. This position collaborates with hospital staff and internal teams to gain alignment on the interactive patient care blueprint for success. Ultimately, the Client Service Manager will take the Get Well program to the next level by driving nurse engagement, focusing on increased utilization, and leading projects of functionality to drive outcomes.

• Develop, manage and maintain excellent relationships with all nursing staff, hospital administrators and other key client contacts;
  Serve as one of the primary points of contact in our account model for the client, providing superior customer service to patients, nurses, administrators, other staff members. Actively solicit staff and patient feedback; communicate results to appropriate representatives.
• Assist in the development and execution of strategic and clinical outcomes achievement plans for the account;
  Advise client on the roadmap for achieving outcomes, our interactive patient care tools and their effectiveness regarding outcomes as well as the overall utilization of the Get Well system
• Support key executive meetings to review the strategic plan on ROI
• Deliver and support a strong client training program for assigned facilities and/or region.
• Educate and facilitate participation in research
• Monitor client satisfaction and quality goals by facilitating regular project status meetings with appropriate hospital representatives. Continuously communicate updates to hospital staff regarding all aspects of the use and status of system
• Drive utilization of the Get Well system by conducting quarterly account review meetings pertaining to account roadmap; conduct nurse and staff training, orienting them on the functionality and use of the system; actively participate in hospital staff nursing and steering committee meetings promoting interactive patient care
• Monitor system utilization daily; identify and address any “hot spot” areas of under utilization; continuously work with staff to improve system utilization, as well as provide recommendations for improvement
• Serve as the project manager on all development, content and configuration requests for the hospital; oversee and ensure prompt resolution of operational issues/complaints. Execute and manage the action plan for implementing features and functionality to achieve strategic outcome objectives
• Create, audit and maintain system content or work with the Client Innovation Get Well team to create hospital specific content
• Triage and be the primary point of contact at the client site for hardware and software issues as they arise with the Get Well Patient Engagement Platform.
• Other duties as assigned

• Bachelor’s Degree or equivalent 4-6 years military work experience required
• Clinical experience preferred
• Previous experience working within a hospital or other healthcare environment required
• Previous military personnel and veterans are encouraged to apply
• Previous project management and training experience preferred
• Demonstrated history of service excellence
• Occasional travel to Bethesda, MD headquarters required
• Flexibility in schedule required; may require occasional weekend availability
• Must be willing to submit to a federal government background check and regular drug testing
• Must be able to meet all client specific requirements, including immunizations and screening
• Adhere to all…