The Client Experience Manager contributes to an organization that provides essential service to Vermont’s health care community. They focus on understanding the needs of the providers and organizations that care for Vermonters, connecting providers and organizations with the VITL offerings that will best serve them, and supporting them in using those services to their fullest.
The Client Experience Manager is responsible for all facets of client’s engagement with VITL. This individual will define and guide processes for customer support including the daily interactions between our clients and our organization. They will lead our team in delivering the highest level of customer service in all client interactions. They will also personally cultivate new relationships and steward existing clients to help Vermont health care provider organizations maximize the value of VITL services.
Principal Responsibilities:
Client Support Process Development, Implementation, and Maintenance
The work of VITL’s Client Support Team includes but is not limited to: responding to or triaging all client inquiries, conducting client introductory meetings and presentations; routine client contracting; onboarding clients to the VITLAccess clinical portal; VITLAccess user management, user support, and training; and product administration for additional assigned products. The Client Experience Manager will lead this work in part by developing the procedures and workflows that the team will execute. The Client Experience Manager will:
- Co-design, document, and implement processes that help VITL clients successfully utilize VITL services
- May direct and participate in development of onboarding and training programs for new and existing products and services, for prospective and current clients
- Proactively engage both clients and VITL team members to collect feedback on our processes and lead continuous quality improvement to respond to feedback
- Maintain detailed knowledge of VITL’s services to ensure effective support, administration, and Tier 1 troubleshooting of those services
Client Support Team Leadership
The Client Support work at VITL is handled by a team of highly skilled professionals with diverse career backgrounds. The Client Experience Manager will manage and mentor these team members.
- Manage a team of at least two Client Care Coordinators
- Prioritize team goals and tactics to ensure that the activities of the group support VITL’s commitments and our clients’ expectations
- Ensure staff assignments and allocations are maintained, up-to-date, and equitable
- Directly handle escalated client issues, following protocols and exercising effective judgement about what requires leadership team engagement
- Collaborate with other Engagement Team members and with Operations and Technology Teams to ensure that all phases of VITL’s work include effective client communication
Development of Strategic Client Relationships
The Client Relationship Manager will handle escalated client issues directly with clients. They will also proactively engage VITL clients to develop strong, strategic relationships that help the health care community effectively and fully utilize VITL services.
- Builds and maintains strong relationships with clients, including leaders at participating organizations
- Acts as a trusted advisor, becoming a go-to resource to clients on health information exchange and health IT, curating actionable information and connecting clients with VITL subject matter experts as needed
Customer Relationship Management System and Tools Development
- Evaluate existing customer relationship management tools and practices, and identify opportunities to improve the efficiency and effectiveness of our practices
- Own VITL’s customer relationship management software and optimize the configuration of that tool to most efficiently support VITL’s coordination, tracking, and measurement needs and our clients’ experiences.
Measurement of Client Support Functions
- Define success metrics for the Client Support Team
- Plan for tracking success metrics with the Client Support Team and other teams at VITL
- Communicate metrics in clear, meaningful ways to a variety of audiences
Freedom To Act/Accountability
The Client Experience Manager is expected to successfully work with minimal supervision, either independently or as part of a team. Working within department and VITL guidelines, this position will have a broad knowledge of VITL’s services and the organization’s strategic and business needs and have the ability to provide leadership in support of VITL projects.
The Client Experience Manager may perform other tasks as necessary to support VITL organization goals, as guided by their manager.
Working Relationships/Contacts
The Client Experience Manager will manage a team of at least two Client Care Coordinators. The Client Experience Manager will also work collaboratively with all levels of VITL technical and administrative staff and leadership, as well as consultants, vendors, and customer and peer organizations.
Job Requirements
The following guidelines for minimum qualifications are to assist with the hiring process.
Experience:
- At least 5 years of experience in one, or preferably a combination of, the following:
- Support team leadership
- Customer relationship management
- Leadership of education and training for adult/professional learners
- Service design
- Program design and implementation
- At least 5 years of experience in one or a combination of the following fields:
- Health information exchange and/or health information technology
- Information technology
- Health care delivery or health care reform
- Public health
Knowledge/Special Skills:
- Knowledge of the Vermont health care ecosystem is a plus (but not mandatory). Similarly, experience with health information exchange is a plus.
- Excellent verbal and written communication skills
- Effective presenter of ideas and concepts to a variety of audiences
- Proven ability to develop and successfully plan and manage projects and programs
- Systems thinker who also pays attention to detail
- Commitment to providing excellent service to internal and external customers
Career Advancement
The employee may apply and be considered for other VITL positions as they may become available.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At VITL, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles.
Location
While this is a remote position, the ideal candidate will live in Vermont. However, the Client Experience Manager will be required to live in and work from the United States.
Additional
VITL is committed to the health and well-being of its employees, customers, and community, and requires employees be up to date on COVID-19 vaccinations, as recommended by federal and local health authorities, subject to accommodations provided in accordance with the law. Individuals will be required to submit proof of COVID-19 vaccination, or have requested and received a waiver, as a condition of employment.
VITL is an equal opportunity employer and prohibits discrimination or harassment of any kind. We are committed to compliance with all applicable fair employment practices laws and a policy of equal opportunity without regard to race, gender, color, religion, sex, sexual orientation, gender identity, age, national origin, place of birth, crime victim status, ancestry, physical or mental condition, disability, pregnancy, citizenship or immigration status, status as a veteran, military service or obligation, a positive test result from an HIV-related blood test, genetic information, or any other characteristic protected by such laws (“Protected Characteristics”). VITL’s policy of anti-discrimination applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, compensation, benefits, advancement, and termination of employment. VITL prohibits and does not tolerate discrimination against any employee, applicant, worker, or service provider on the basis of any Protected Characteristic.
Apply
Interested candidates may email their resume and cover letter to hr@vitl.net.
VITL
802-861-1800
www.vitl.net
hr@vitl.net