Vatica Health ir veselības aprūpes tehnoloģiju uzņēmums, kas veselības plāniem un pakalpojumu sniedzējiem piedāvā riska korekcijas un aprūpes kvalitātes risinājumus. Tā no EMR neatkarīgā platforma apvieno klīnisko pieredzi, tehnoloģijas un uz vietas strādājošus konsultantus, lai atbalstītu precīzu diagnožu kodēšanu, atbilstību prasībām un efektīvākus pakalpojumu sniedzēju darba procesus. Palīdzot aprūpes komandām nodrošināt profilaktiskos pakalpojumus, veikt ikgadējās veselības pārbaudes un iesaistīt pacientus ikdienas vizīšu laikā, Vatica Health veicina spēcīgākas kvalitātes programmas, labāku aprūpes nodrošināšanu un labākus veselības rezultātus.
Director of Customer Success, Healthcare SaaS
Lead strategic account success, retention, and growth for Vatica Health and Cozeva. Connect risk adjustment and quality solutions to enterprise healthcare priorities and measurable outcomes.
Apraksts
- Set strategy and drive retention and growth for a complex enterprise healthcare account.
- Advise the client on how risk adjustment and quality solutions support its priorities and measurable outcomes.
- Spend about 80% of your time managing and executing the account and 20% leading people.
- Manage one Customer Success Manager.
- Create the account strategy and success plan, aligning priorities, contractual commitments, stakeholder needs, and growth opportunities.
- Build relationships with executive, business, clinical, and technical stakeholders.
- Lead executive governance meetings and quarterly business reviews.
- Present insights, recommendations, and action plans that demonstrate value and advance the partnership.
- Anticipate account risks and lead escalations through resolution.
- Drive revenue, retention, and expansion for the account.
- Identify, develop, and close upsell and cross-sell opportunities with Sales and Product.
- Track risk adjustment and quality outcomes, solution adoption, financial impact, and account health.
- Turn performance data into actionable client recommendations.
- Lead improvement plans for Net Promoter Score (NPS) and client satisfaction.
- Partner with Product, Engineering, IT, Clinical, and Operations on implementation, delivery, and product capabilities.
- Turn client issues and requests into clear business requirements.
- Coordinate ticket triage and prioritization based on impact, urgency, and delivery dependencies.
- Manage client delivery commitments and document owners and target dates.
- Manage changes through established change control and escalate timeline risks.
- Move deliverables forward and resolve cross-team barriers.
- Stay current on payer requirements, regulatory submission processes, and operational workflows.
- Lead and develop one Customer Success Manager by setting responsibilities, performance expectations, and operating rhythms.
- Contribute to shared customer success and engagement practices.
Prasības
- At least 7 years of progressive experience in healthcare, healthcare technology, or healthcare consulting, including substantial client-facing leadership.
- Director-level experience and accountability for complex healthcare accounts, including independent ownership of account strategy, executive relationships, commercial outcomes, and daily execution.
- In-depth knowledge of risk adjustment and quality programs, including CMS-HCC, HHS-ACA, HEDIS, Stars, and MSSP/ACO.
- Understanding of health plan and provider organization relationships and workflows.
- Experience serving healthcare SaaS clients, or meaningful product and IT experience or exposure.
- Experience working with technical teams on client issues, work prioritization, and delivery.
- Ability to navigate complex stakeholder environments and engage credibly with executive and C-suite leaders.
- Ability to influence cross-functional teams without direct authority.
- Record of driving account revenue, retention, expansion, and client satisfaction.
- Strong analytical, consultative, communication, and executive presentation skills.
- Ability to turn data into clear recommendations and compelling PowerPoint presentations.
- Ability to work independently, manage competing priorities, and remain accountable for execution.
- Understanding how Optum Health, Optum Insights, and Optum’s regional organizations make decisions and purchase solutions is strongly preferred.
- Direct customer success or account leadership experience with a healthcare SaaS vendor that provides risk adjustment and quality solutions.
- Prior experience managing and coaching people.
Priekšrocības
- Salary based on experience and skills.
- Potential discretionary bonus, depending on the role.
- 401(k) plans.
- Opportunities for growth and advancement.
- Medical, dental, and vision insurance plans.
- Tax-free dependent care account.
- Life insurance.
- Short-term disability coverage.
- Long-term disability coverage.
- Paid time off policy.
- Work-life balance environment.
- Supportive teams.