Client Experience Manager

🕒 Junho 25

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ChartSpan Medical Technologies

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

🏥 Saúde

☁️ SaaS

🧘 Bem-estar

💰 Series A - ChartSpan Medical Technologies em 2019-08

Healthcare • SaaS • Wellness

A ChartSpan Medical Technologies é uma empresa de tecnologia e serviços voltada para a área de saúde, que oferece gerenciamento de cuidados crônicos (CCM) completo, gestão avançada de cuidados primários (APCM), software para visita anual de bem-estar, serviços de inscrição para monitoramento remoto de pacientes (RPM) e programas de melhoria de qualidade para clínicas de cuidados primários, centros de saúde qualificados federalmente (FQHCs), clínicas de saúde rurais e sistemas de saúde. A ChartSpan combina plataformas de software certificadas SOC 2 Tipo II com equipes de inscrição de pacientes, coordenação de cuidados e serviços orientados para conformidade, ajudando os provedores a aumentar a entrega de cuidados preventivos, melhorar os resultados dos pacientes e gerar receita recorrente adicional.

Descrição

• Lead technical configuration and deployment of the Company’s Remote Patient Monitoring platform/solution within client EHR environments, with a focus on Epic and Cerner integrations • Serve as the primary technical point-of-contact for business and development stakeholders during onboarding • Manage all implementation phases, from kick-off and requirements gathering through testing, go-live, and hand-off • Troubleshoot complex integration issues in collaboration with Technical Support Engineers and escalate as needed • Partner with senior team members to learn to support the Company’s Health IoT platform implementations and data source integrations • Gradually take on onboarding tasks for the Company’s Health IoT Platform, including training, configuration, and strategic expansion • Own the post-launch client relationship for assigned accounts for the Company’s Remote Patient Monitoring platform/solution, acting as both advocate and advisor • Conduct regular check-ins and strategic reviews to understand client goals, reveal new use cases, and propose incremental feature or measurement-type expansions • Monitor key adoption metrics and serve as an early warning for at-risk accounts, partnering with the Director, Client Experience to mitigate churn • Frame every client interaction around delivering measurable value, never a hard sell, but always aligned to the client’s business objectives • Develop and maintain detailed project plans, ensuring milestones, deliverables, and deadlines are met • Coordinate cross-functional resources, with Support, Solutions Engineering, and Product, to align on client requirements and timelines • Document and communicate implementation status, risks, and resolution plans to both internal teams and client stakeholders • Create and deliver tailored training programs—live or recorded—to educate clinicians, administrators, and technical teams on the Company’s Remote Patient Monitoring platform/solution features and best practices • Produce clear technical documentation and knowledge-base articles to empower clients to self-serve common tasks • Share lessons learned across all product lines to continually refine the Company’s implementation playbooks • Host or support “Feature Spotlight” sessions aimed at highlighting high-value Impact capabilities and driving adoption of additional measurement types • Capture client feedback on usability, workflows, and feature requests, and surface actionable insights to Product and Engineering teams. • Contribute to ongoing refinement of implementation and experience playbooks, incorporating lessons learned and industry best practices • Stay current on the remote monitoring landscape and EHR trends to anticipate client needs and maintain technical authority.

🎯 Requisitos

• Strong understanding of EHR architectures, HL7/FHIR fundamentals, and enterprise SaaS deployment • Exceptional consultative skills with a track record of driving platform adoption and client satisfaction • Outstanding verbal and written communication skills • Proven adeptness at presenting technical concepts to both clinical and executive audiences • Highly organized, detail-oriented, and flexible in a fast-paced environment • Passionate about building long-term client partnerships.