Director of Client Experience, Lab Network

🕒 Outubro 16

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $125.000 - $160.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Health Gorilla

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

📦 Logística

🏥 Saúde

💰 $50.000.000 Series C em 2022-03

Consulting • Logistics • Healthcare

A Health Gorilla é uma empresa líder no campo de troca de informações de saúde e interoperabilidade de dados, reconhecida como uma Rede Qualificada de Informações de Saúde (QHIN) e Organização Qualificada de Informações de Saúde (QHIO) na Califórnia. A Health Gorilla facilita a conectividade de dados sem interrupções em níveis nacional e local, permitindo que organizações de saúde maximizem a proteção de segurança e participem do Trusted Exchange Framework and Common Agreement (TEFCA). A empresa atende a uma variedade de mercados, incluindo pagadores, provedores, registros eletrônicos de saúde (EHRs), saúde digital, trocas de informações de saúde (HIEs), fornecedores de laboratórios e seguros de vida, oferecendo soluções robustas para acesso abrangente a dados clínicos, automação de dados laboratoriais e recuperação de dados de farmácias. Com foco em avançados programas de segurança de dados, a Health Gorilla está comprometida em apoiar as organizações no cumprimento de estruturas governamentais de troca de dados, enquanto promove a inovação na interoperabilidade da saúde.

Descrição

• Manage the lab network portfolio proactively, anticipating client needs, risks, and opportunities • Maintain account status, health, contract position, and next steps • Contact clients ahead of changes, issues, and renewal milestones • Analyze usage, renewal, and account data to shape account strategy • Own the lab network portfolio as primary contact and escalation point after implementation • Build relationships with executive sponsors, operations leaders, commercial leadership, and technical teams • Lead regular business reviews covering usage, adoption, open issues, and account goals • Own renewals from early planning through signed agreement • Track renewal timing, contract terms, and notice periods • Work with Legal and Finance on renewal terms, pricing, and contract structure • Identify cross-sell, upsell, and network expansion opportunities • Build account plans and set network expansion strategy • Drive adoption across client practices and support lab and partner onboarding • Monitor usage and account health and address drop-off • Partner with Lab Network Operations on interface health, escalation paths, and connectivity standards • Maintain reconciled lab network data across Salesforce, the interface monitor, and public-facing lists • Improve internal handoffs, tracking, reporting, onboarding, communication, issue resolution, and documentation • Convert recurring issues into lasting fixes and document repeatable processes • Automate reconciliation, renewal tracking, account health reporting, and client communications • Use AI tooling and share effective workflows and reusable assets • Bring client and partner feedback to Product and leadership • Report on renewal rates, expansion, account health, and network performance

🎯 Requisitos

• 5+ years in account management, client success, partner management, or network operations at a health technology company, lab, LIS vendor, or clinical data network • Experience owning renewals and expansion, including cross-sell and upsell • Proactive portfolio management and risk/opportunity identification • Ability to assess account health and partner growth or exit potential • Experience improving internal and client-facing processes • Experience building coverage models, reconciliation processes, onboarding workflows, or operating cadences from scratch • Experience using AI tooling and automating real work, with review of AI outputs • Fluency in lab data exchange: HL7 v2, ORU/ORM, and LOINC • Knowledge of interoperability frameworks: CCDA, FHIR, TEFCA/QHIN, and Carequality • Ability to diagnose issues across defects, configuration issues, contract gaps, and data problems • Ability to work with operational, technical, and executive contacts • Ability to align priorities across Sales, Implementation, Engineering, Legal, and Finance • Clear communication of complex situations • Nice to have: experience at a reference lab, LIS vendor, or clinical data network • Nice to have: channel partner or reseller relationship management experience • Nice to have: prior ownership of a partner or vendor network at scale

🏖️ Benefícios

• New hire stock option grant • 401(k) plan with discretionary matching (historically matched at 3%) • Unlimited PTO plus 12 Holidays • Medical, dental, and vision insurance for you and your family • Short-, long-term disability, and life insurance • Optional: Pet Insurance, Legal Services, and Credit Monitoring • Mental health and wellness support • Paid parental leave (up to 12 weeks) • Monthly stipend for phone and internet • $400 stipend for additional equipment

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