Director of Client Experience, Lab Network

Job not on LinkedIn

🔥 7 hours ago

🇺🇸 United States – Remote

💵 $125k - $160k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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Health Gorilla

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

🔌 API

🤝 B2B

Healthcare • API • B2B

Health Gorilla is a healthcare data infrastructure company that operates the nation’s first dual-designated Qualified Health Information Network (QHIN) and Qualified Health Information Organization (QHIO) in California. It provides a secure nationwide network, APIs, and products to enable clinical interoperability and data exchange under TEFCA and the California Data Exchange Framework, offering EHR data aggregation, lab ordering and results, ADT alerts, clinical alerts, SDOH and pharmacy data. Health Gorilla serves payers, providers, EHR vendors, HIEs, digital health companies, lab vendors, value-based care organizations, and life insurers, emphasizing strong security, governance, and compliance.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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