Client Success Associate

Job Description

Travel Required: 50%  

The Client Success Associate is responsible for managing a portfolio of clients and providing exceptional account management in our Ohio Market.

Primary Job Duties:

• Work with the Operations Consultant teams to remain closely aligned on supporting markers of success for market clients
• Oversee the successful completion of compliance requirements by all needed participants 
• Collaborate with other Privia teams, both locally and nationally, to drive the success of the clients digital front door presence.
• Assist with changes, updates, and ongoing issue resolution
• Serve as a communication liaison between clients and our internal teams to ensure prompt response, resolution and follow up as needed
• Provide top-notch customer service to physician practices to ensure issues are resolved and clients are satisfied 
• Provide regular status updates to the management team via regular operating meetings and one-off communications
• Be well versed on Privia’s processes and technology platforms (includes our AthenaHealth EHR and Practice Management platform)
• Collaborate with Key stakeholders, both internally and client facing, as it relates to administrative and IT related issue tracking and resolution
• Work closely with clients to launch participation in available group purchasing options
• Provide key market updates via professional communications to all clients in the portfolio
• This individual will also help with projects on an ongoing basis that benefit the broader market, company, and contribute to operational excellence 
• Leverage available technology platforms for reporting needs, project planning, and providing EMR assistance to clients (schedule template builds, building and generating reports as applicable, ad hoc EMR updates and changes, updating and maintaining project planning software, ensuring CRM accuracy and reporting, and sprint planning) 

Qualifications

• Bachelor's degree preferred or equivalent relevant experience.
• 2+ years of previous healthcare experience required; working with physicians and medical group staff preferred
• Managed multiple projects while providing exceptional client service
• Technical project management in a healthcare setting is preferred
• Experience in hospital or physician office setting including knowledge of physician office workflow and processes
• Tech Savvy
• Must possess reliable transportation
• Ability to work with different professional levels of stakeholders to include clinic leadership, providers, and senior market leadership
• Must comply with HIPAA rules and regulations 

Interpersonal Skills & Attributes:

• Collaborative, customer-focused and able to create visible value
• Bright and analytical. Turns the unknown into knowledge in short order
• Able to have honest, difficult conversations with doctors
• Skilled in establishing and maintaining effective working relationships with providers, management, clients and staff, in order to gain client trust
• Team approach to working with others, ability to perform a variety of duties within any work-day and organizational skills from planning to execution of tasks and projects
• Process oriented with the ability to effectively see projects to fruition
• Expresses ideas clearly and effectively, motivates the listener to action
• Positive attitude toward company, work, clients, management, and team members
• Uses a customer-focused approach in dealing with conflict and resolution of problems
• Attention to detail, both individually and in the oversight of the team’s work products
• Ability to work in a very fast-paced and changing work environment
• Self-directed and resourceful
• Excellent communication and client facing skills
• Excellent organizational skills
• Technical aptitude
• Embodies absolute professionalism despite circumstances

The salary range for this role is $60,000 to $65,000 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 10%.The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.