Client Experience Manager at ThoroughCare, Inc. – Pittsburgh, Pennsylvania

About ThoroughCare, Inc.

ThoroughCare, Inc. is a healthcare platform services vendor, founded in 2013 and headquartered

in Pittsburgh, PA. Our targeted solutions assist healthcare providers with their participation in value-based care management and wellness programs - whether it's fee-for-service, shared-risk or capitation-based - with focus on the combination of improved patient quality of life, reduced spending, and increased revenue. Our clinician-friendly care coordination software solutions support personalized health experiences, enable integrated, coordinated care, and help identify the next best actions at critical moments, and is currently used to support over 250,000 patients across nearly 600 primary care and specialty practices across the United States.

We believe in making healthcare smarter, more coordinated, and centered around the patient. Our care management software empowers clinicians with tools to simplify chronic care management (CCM), annual wellness visits (AWVs), behavioral health integration (BHI), remote patient monitoring (RPM) and other value-based care programs. The Company’s value propositions center on directly linking clinical and practice improvements to financial payments under initial value-based care programs (i.e. CCM, RPM, etc.).

For more information about ThoroughCare: http://www.thoroughcare.net/

About the role

• ThoroughCare is investing in scaling our growth team to support the continued expansion of our clients; and is looking for a Client Experience Manager who possesses a highly professional profile within healthcare, specifically within the care management, care coordination, and care navigation market landscape.
• The Client Experience Manager is a consultative, revenue-generating role responsible for the commercial health of our existing partnerships. You will act as a strategic advisor, responsible for identifying, advancing, and closing expansion opportunities within an existing book of business and ensure long-term contract retention. The Client Experience Manager is expected to be an active leader, with a passion for problem solving. You will lead program implementations, allocate team resources, facilitate ongoing client business goals and strategy discussions, identify upsell opportunities, and establish post-implementation plans to help clients meet/exceed their company objectives.
• This role will serve as a critical partner with our product management team to ensure the ThoroughCare product roadmap consists of customer-needed capabilities that are timely, compliant and market relevant.
• ThoroughCare’s Client Experience Manager will have the opportunity to use their experience and skills in an environment that fosters continuous learning and growth and highly collaborative team atmosphere; this includes having the chance to learn from the executive team and the potential for future roles in leadership with a rapidly changing and growing healthcare software company.

What you'll do

• Execute Strategic Business Reviews to identify needs and pain points that would benefit from expanded services.
• Navigate a book of business to identify and build relationships with departmental buyers and clinical influencers within existing accounts.
• Own existing customer growth within an assigned portfolio through consultative inside sales, including identifying upsell opportunities, developing business cases, and partnering with Sales to close expansion revenue.
• Develop and implement a comprehensive growth plan for each client, ensuring ThoroughCare is positioned as a long-term strategic partner.
• In addition to ensuring a 95% retention rate, the associate will ensure revenue expansion as defined in our Annual Operating Plan. within an existing client base.

Qualifications

• Bachelor’s degree required
• 5+ years of experience in healthcare
• Clinical experience is preferred, but this role is not a clinical care delivery position. Preferred experience with Chronic Care Management, Remote Patient Monitoring, Care Management, and/or Value Based Care
• Demonstrated experience establishing best-in-class products for supporting the patient care continuum
• Demonstrated ability to advocate for expanded solutions that drive measurable improvements in patient outcomes and practice efficiency
• Proven track record of securing qualified opportunities within an existing customer base
• Ability to translate technical product features into ROI-driven business cases for healthcare executives
• Proven experience successfully working in an organization experiencing the changes that is inherent at a fast-growing and constantly evolving company
• Demonstrated ability to foster relationships while managing, influencing, and achieving alignment with clients
• Strong written and verbal communication skills, with a track record of presenting clinical and business value to senior management

This position is full-time and available immediately. Benefits include health insurance, paid vacation, 401k, and career advancement opportunities. This is an excellent opportunity to build your career with a growing healthcare software company.

Candidates may be asked to take a skills test to further determine qualifications for the role.

All candidates are subject to a background check and must be authorized to work in the United States. Please note that ThoroughCare is an Equal Opportunity Employer. We celebrate diversity and are fully committed to maintaining an inclusive environment for all employees that is free of discrimination and harassment.