HRS is a leading healthcare technology (HealthTech) company who empowers the nation’s healthcare providers and commercial and government payors to deliver clinical care to patients across the care continuum with Remote Patient Monitoring (RPM) and telehealth solutions (hardware, software, and services).
Our vision is to be the world leader in transforming care delivery and expanding access to healthcare with the most clinically effective remote care solutions provided in the home and other care settings. We do this by designing and delivering world class solutions, building strong partnerships with our clients, developing an innovation and passionate culture, and improving health outcomes through clinical advancement.
Our solutions help a variety of patients including those who are recovering from surgery or who are suffering from chronic conditions by reducing hospital readmissions, increasing patient adherence to their care plan and patient satisfaction while supporting clinicians with new care delivery models that lower healthcare costs and improve outcomes. We are ranked #1 by KLAS for Remote Patient Monitoring in 2020, 2021, 2022, and 2023.
HRS is looking to add a new Sr. Manager, Client Strategy to our Client Strategy team. This position will work collaboratively with clients to establish successful telehealth and remote patient monitoring programs around the country to expand access to and enable transformation of healthcare delivery in the home. Please attach a resume to be considered for this position.
Who you are:
Our ideal candidate is someone who has a bachelor’s degree from a 4-year university and 5+ years of relevant work experience, preferably in a customer success, sales or account management role in Enterprise Healthcare. You have a service driven attitude to work, outstanding professional communication skills, ability to navigate and problem solve complex situations, and experience working in either the clinical or business ends of healthcare.
What you'll do:
- Be the primary point of contact for Enterprise Accounts and build long-term relationships that delight customers and drive loyalty
- Manage accounts independently throughout full client life cycle driving net retention. This includes driving client growth and renewals
- Partner with Sales Exec to schedule and brilliantly execute business reviews with a cadence that meets customers’ expectations and loyalty
- Accountable for understanding, staying current on and ensuring progress on customers’ goals, any open issues and needs
- Complement customer communications regarding press releases, product releases, new playbooks, new enhancements, improvements made with proactive outreach and communications to clients helping them to feel and be appreciated and valued and informed
- Provide in-person and virtual training for all HRS products, playbooks, reimbursement how-to’s and best practices to clients and partners
- Learn about remote care in the home and how it can be used to transform care delivery and expand access to care and develop expertise on industry trends and topics. Understand the customer needs and issues confronting health systems, home health, long term and post-acute care, palliative and hospice care, physician groups and FQHCs
- Partner with customers, the clinical and product team to develop and promote best practices for telehealth, remote patient monitoring and HRS system utilization across a variety of care program and use case needs
- Understand optimized workflows and support customers in embracing and understanding best practices, processes, business models and metrics
- Advocate for things that enable the customers’ success such as integration with HER systems, centralized models, etc.
- Be the liaison point for escalation/unsolved customer questions and needs and provide feedback and advocacy within HRS. When necessary, know where and how to escalate within HRS and know how to assuage the impact of customer’s issues
- Engagement expert – manage the customer engagement touch points to enable loyalty and success. This may include coordinating an on-site meeting, an executive call or lunch, a customer joint press release, a customer panel or webinar/zoom call on a topic, follow up training, etc., introductions with new changes at a client, facilitating meeting with execution champions
- Help make your customer the hero. Create effective ROI analysis for your clients and teach them about the reporting and business insight capabilities that they have from HRS. Encourage them to provide the linkage and information regarding readmissions and other data leveraging ROI models so that they can effectively monitor and manage their impact and performance
- Advocate for client needs within HRS and ensure the highest level of customer service is maintained. Identify product enhancements and roadmap requests that would enable client growth and success and use business acumen regarding priorities and growth opportunities
- Work collaboratively with Client Success & other internal teams to build knowledge and improve processes
- In partnership with Sales Exec/Account Manager, establish and manage a customer renewal plan. Drive expansion into new programs, new monitored conditions, new HRS services/offerings and longer-term contracts
What we’re looking for:
- Results and relationship-oriented leaders
- Strong communication skills in all aspects (phone, email, presentations, in-person). Ability to communicate effectively throughout all levels of an organization, from C-suite executives to clinicians and to listen carefully and effectively.
- Ability to work independently and with strong initiative
- Leadership – ability to influence others – to effectively communicate across the HRS team regarding customers’ needs and issues, ability to influence customer to define goals, adopt and embrace best practices.
- Program management skills – ability to track and manage issues for multiple projects and/or one large program to closure with attention to detail. This means understanding how to set up workstreams, share status with data and visual impact, remove barriers, gain alignment, escalate when needed
- Ability to adapt quickly and prioritize effectively
- Team oriented, collaborative, effective in building relationships across the organization
- Positive and personable and always represents the company and its team members well with clients and others
- Ability to manage client expectations and inspire confidence and excitement at all levels of the organization. This includes sharing progress in positive ways, setting expectations and celebrating success
- Willing to meet sales-driven KPI’s to drive client growth and loyalty performance
- Passionate about advocating for clients and building successful programs
- Eager to learn and grow knowledge of healthcare space
- Business acumen and analytical skills. Ability to look at a customers’ results and issues and provide advice and counsel, help them with ROI.
- Conflict management skills – ability to know when and how to escalate and how to help the client to understand the plan for addressing issues
- Willing to travel monthly for client implementations and in-person meetings
- Comfortable with Salesforce, Microsoft Office Suite
What we offer:
- Competitive salary commensurate with experience
- Flexible hours and work environment
- 100% paid medical plan.
- 12 weeks paid parental leave.
- Medical, dental, vision, disability, and life insurance packages to fit your needs.
- Flexible spending account for medical, commuter benefits
- 401(k) savings plan with company match
- Company-sponsored events
- The opportunity to work with some of the smartest, most driven people in the industry and have fun while doing it!
Creating a new standard of care requires passion, drive, and the desire to make health care accessible, efficient, and effective. HRS is an Equal Opportunity Employer, and we are proud to celebrate and foster diversity within our workplace. We do not discriminate based upon race, religion, color, national origin, gender, marital status, sexual orientation, gender identity, age, veteran status, physical or mental disability, or any other applicable legally protected characteristics.
