OVERVIEW: Under the leadership of the Director of Clinic Partnerships and Business Development, the Clinic Partnership Manager (CPM) plays a pivotal role in maintaining the relationships between MAVEN Project and partner clinics. This role integrates clinical and operational experience to build and foster client relationships and plays a vital role in operationalizing and optimizing the business model to provide timely access and healthcare expertise to safety net clinics.
DUTIES AND RESPONSIBILITIES:
- Collaborates with the Director of Clinic Partnerships and Business Development to protect MAVEN Project’s quality reputation by embracing the mission, vision, and values of the organization.
- Improves patient satisfaction through a sense of ownership by creatively engaging clinic leads and providers.
- Professionally and enthusiastically provides direction to clinic partners inquiring with questions about utilization with electronic consults, continuing medical education, clinical mentoring, leadership coaching, and case-based learning.
- Demonstrates competency, utilizing evidence-based best practices with all services to train and orient clinic partners and MAVEN Project volunteers for participation in telehealth programs.
- Collaborates as appropriate with other departments to ensure efficient processes and facilitates problem-solving.
- Manages meetings and administrative support, as necessary, to support the business including the creation of meeting agendas, documenting notes and establishing follow-up timelines in concert with health care organization staff, physician volunteers and The MAVEN Project team.
- Proactively develops relationships by listening to and understanding clinic partners, while anticipating and providing solutions to clinic needs, giving high priority to customer satisfaction.
- Attempts to resolve and de-escalate all issues received from clinic partners tactfully and professionally, escalating any unresolved issues to the Director of Clinic Partnerships and Business Development, ensuring that all activity documented accurately.
- Will be relied upon to answer questions, address concerns, and help with MAVEN Project services.
- Builds trust by working as a team member, as well as independently, with minimal supervision.
- Ability to effectively manage a high volume of provider requests and multiple tasks in a fast-paced environment using a computerized database for information access.
- Ensures timely distribution of utilization and engagement reports to clinic partners according to their preferred distribution (i.e., monthly, quarterly, etc.).
- Knows how to appropriately address customer concerns creatively and share feedback with other teammates.
- Attends and participates in meetings as required.
- Will adhere to MAVEN Project privacy, HIPAA, and confidentiality standards.
- Must understand and demonstrate compliance according to MAVEN Project policies and procedures.
- Performs other duties and assumes other responsibilities as apparent or assigned, including mutually agreed-upon objectives such as supporting efforts.
QUALIFICATIONS:
- Ability to work M- F from 8 am-5 pm with flexibility of working hours dependent upon organizational needs or the expansion of services.
- Regular, predictable attendance is required.
- Ability to work well under pressure with a proven diplomatic approach to complex situations.
- Excellent written and oral presentation and communication skills.
- Self-confidence in speaking in front of large or small groups.
- Experience creating, tracking, and analyzing data related to operations, performance and strategy.
- Confidence to bring project issues to management and implement innovative approaches.
EDUCATION:
EXPERIENCE:
- Two to five years experience working in clinical delivery, health care consulting, telehealth, telemedicine, digital health, mHealth, or other related industries.
CERTIFICATE/ LICENSURE:
PHYSICAL DEMANDS:
- Remote position
- Sitting for a significant percentage of the workday with sedentary work.
- Ability to sit at a computer terminal/desk for an extended period.
INFORMATION TECHNOLOGY NEEDS:
- Working knowledge of personal computers with proficiency in Microsoft Office and experience using Customer Relations Management and Social Media tools.
- Salesforce Experience is a bonus.
- Experience with either Microsoft Teams or Zoom is preferred.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Schedule:
Work Location: Remote