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Client Relationship Manager - Experian Health (*Preferred candidates will reside in OH.**)

Gabi

Gabi

Customer Service
Washington, DC, USA
Posted on Tuesday, June 11, 2024

Company Description

At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

Our mission is to use data driven insights to simplify healthcare for all. Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare. Our ONE Experian Health culture is the centerpiece of making this happen. Our aspiration is to bring people together who are driven by purpose and want to make a difference. We strive to have a diverse group of people and minds who are:

  • OPEN: Have a growth mindset and collaborate often with others to make things happen
  • NIMBLE: Always embracing change and pushing the envelope on innovative ways to solve problems
  • EFFECTIVE: Accountable to themselves and to others

Job Description

*This role is remote, with required travel.*

**Preferred candidates will reside in OH.*

The Relationship Manager partners in building and maintaining trusting relationships, with our customers, is focused on overall satisfaction for assigned clients, for all implemented products, ensuring overall satisfaction and revenue protection through relationship management, client health monitoring and helping identify account expansion opportunities.

  • Maintain relationships with clients at an operational level, connecting with the client regularly to assist with issue resolution, goals, initiatives, and delivering product enhancements to align with the client’s current needs and future roadmap
  • Facilitate Quarterly Business Reviews in tandem with Sales, articulating client successes and ROI, includes documenting action items and go forward strategy.
  • Understanding of the SOW (Statement of Work), POW (Product Optimization Workshop) and guiding clients as they transition from Implementation
  • Partner with Customer Support, Product and Development teams when needed, to help client navigate service tickets with minimal delay and frustration, ensuring overall client satisfaction
  • Facilitate proactive use of the Client Community, driving client adoption for managing support cases, knowledge and product enhancements
  • Communicate with assigned Customer Success Representatives as needed, to ensure product/performance issues are being resolved effectively
  • Accountable for identified revenue targets, to ensure smooth contract renewal process
  • Work in tandem with Sales, to identify areas for account expansion - upgrade of existing solutions, cross-sell and upsell opportunities, and overall revenue protection
  • Monitor and evaluate product usag,e to make certain implemented products provide expected return on investment and meet customer expectations
  • Evaluate customer utilization of Experian Health products and recommend best practices configuration and solutions, to improve the customer experience
  • Actively solicit client responses to the annual NPS relationship survey to collect insights on clients’ satisfaction and performance improvement opportunities
  • Maintain client and account profile strategy reports – user lists, survey contact list, leads, sales opportunities report, notes from client calls within Salesforce and distribute product and news updates
  • Accountable to all defined and agreed performance indicators and metrics, for assigned client accounts
  • Other duties as assigned

Qualifications

*This role is remote, with required travel.*

**Preferred candidates will reside in OH.*

  • Healthcare Revenue Cycle experience required.
  • Familiar with the broad range of Experian Health products and services
  • Minimum of 4 years’ experience as a Relationship Manager, within healthcare I.T., and management of multiple provider accounts
  • Provider based background recommended in PAS and/or PFS related roles
  • Excellent skills in Microsoft office and Salesforce.com or a similar CRM
  • Strong understanding of Healthcare Revenue Cycle, Registration and backend billing required
  • Bachelor’s degree preferred.
  • Strong communication skills – active listening, establishing rapport and overcoming objection
  • Holistic, big-picture perspective, with strong ability to diagnose and solve problems
  • Team player, able to collaborate effectively across groups and learn from others - specifically sales, marketing, product, support and implementation
  • Strong ability to multi-task in a high-pressure, performance-driven environment
  • Flexible in working with changing needs of clients/organizations
  • High degree of polish and professionalism appropriate for meeting with clients
  • Must be self-motivated and capable of working independently, with minimal direction

Additional Information

Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

All your information will be kept confidential according to EEO guidelines. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner.

The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

EOE including Disability/Veterans