Clinic Partnership Manager

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OKKO Health

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11 - 50 Mitarbeiter

🏥 Gesundheitswesen

💼 Beratung

📦 Logistik

Healthcare • Consulting • Logistics

OKKO Health ist ein Concierge-Dienst zur Überwachung der Sehfähigkeit zu Hause, der es Kliniken ermöglicht, Patienten zwischen den Terminen mithilfe eines einfachen Smartphone-Puzzlespiels aus der Ferne zu überwachen, um frühe Veränderungen im Sehvermögen zu erkennen. Die Plattform unterstützt Klinikärzte, indem sie ein Sicherheitsnetz zwischen den Besuchen bietet, dringende beschleunigte Überprüfungen bei festgestellten Verschlechterungen erleichtert, die Planung von langwirksamen Therapien ergänzt und durch Fernüberwachung der Patienten einen potenziellen passiven Einnahmestrom und Erstattungsmöglichkeiten schafft.

Beschreibung

• Lead clinic onboarding end-to-end from contract signature through go-live, coordinating across clinical, technical, and commercial teams • Own the ongoing clinic relationship – serve as the primary point of contact for practice managers, billing teams, and clinical decision-makers within ophthalmology practices • Conduct regular check-ins and business reviews with clinic partners to ensure satisfaction, resolve issues, and identify growth opportunities • Manage scheduling, documentation preparation, and follow-up for all onboarding and account management activities • Navigate US provider dynamics – understand the role of practice managers, billing teams, and decision-making structures within ophthalmology and optometry practices • Hold accountability for the quality of customer service experienced by clinic partners • Manage customer enquiries via Zendesk, ensuring timely, high-quality responses during US business hours or establishing clear escalation paths • Monitor customer support performance – response times, resolution quality, and clinician satisfaction • Identify recurring issues and feed insights back to product, clinical, and operations teams • Maintain customer service documentation and standard operating procedures • Escalate complex issues to appropriate internal stakeholders • Keep HubSpot CRM accurate and current – clinic leads, deal stages, activity logging, contact information, and partnership status • Provide the commercial team with reliable pipeline visibility and partnership health reporting • Identify cross-sell and upsell opportunities within existing clinic partnerships • Ensure billing processes run seamlessly – invoices raised on time, payments tracked, discrepancies resolved quickly • Interface with Finance on billing-related customer queries • Work closely with the Operations Associate to ensure smooth handoffs between clinic-facing activities and back-end operations • Coordinate with the commercial team on clinic partnership strategy and activities • Liaise with Clinical Operations on patient-related escalations that affect the clinic relationship • Support the Technical team with clinic-side system configuration and troubleshooting

🎯 Anforderungen

• Customer-facing experience: 4+ years in customer success, account management, partnership management, or similar client-facing roles • Relationship management: Proven ability to build and maintain trusted relationships with external stakeholders, particularly in B2B or healthcare settings • Communication skills: Excellent written and verbal communication; able to interact professionally with clinicians, practice managers, and internal teams • Commercial awareness: Comfortable discussing pricing, billing, and commercial value with customers • Organisational skills: Ability to manage multiple clinic relationships simultaneously without letting anything slip • Problem-solving: Proactive identification of customer issues and implementation of practical solutions • Independence: Self-motivated and able to work autonomously with minimal supervision • Adaptability: Comfortable with ambiguity and changing priorities in a scale-up environment

🏖️ Vorteile

• requires significant overlap with US clinic business hours (Eastern and Pacific time zones) • requires travel to clinics across the USA