Director of Clinical Success

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Requirements:

• 5+ years of health care customer relationship management experience in Client Success, Project Management, Sales or Operations roles.
• Previous experience in defining best practices, building internal play books, implementing new processes, and maximizing use of internal tools.
• Experience in guiding strategy in the C-suite with large enterprise clients and partners with proven ability to facilitate executive level dialogue.
• Demonstrated experience in fostering the adoption of digital health tools.
• Growth focused with strong analytical and relational skills.
• Deep understanding of the entire client journey with particular emphasis on driving adoption, outcomes and ROI.
• Ability to promote and encourage cross collaboration among various internal teams.
• Demonstrated change agent with the ability to motivate teams.
• Uses analytical expertise to derive meaning from data to develop partner specific recommendations and build base of support around value on investment plans.
• Critical thinking and creative problem solving during challenging situations.
• Strong communication, collaborative, and organizational skills.
• Proactive problem solver, self motivated, takes accountability.
• Must be able to meet all partner specific requirements, including, but not limited to immunizations and screenings.
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI, PHI in accordance with organizational policy and federal, state, and local regulations

Responsibilities:

• Serve as an important member of the Inspiren Clinical Success Leadership Team
• Maintains direct accountability for the success of Inspiren’s client community.
• Serve as a Player / Coach with direct oversight of a team of Clinical Success Managers.
• Define and support the professional development of each member of the team.
• Develop strong relationships with key executives and decision makers at each Inspiren account at both the community and operator level.
• Develop, implement and maintain adherence to Clinical Success best practices.
• Serve as a primary point of escalation for most client matters. The role will be empowered to act quickly and decisively with broad latitude and decision making capacity.
• Recruit, hire and train Clinical Success professionals for currently defined positions and emerging roles.
• Guides, validates, and advocates progress against established goals, adapting approaches based on observed behavior and trends
• Develop, implement, and continually assess the achievement of the account strategy at each Inspiren client.
• Monitor and track the impact of Inspiren products across the client community:
• Establishes, monitors and reports on KPI achievement for the Clinical Success team.
• Works with the CSM team to establish the ROI plan with each client, and leverages internal resources to analyze, summarize and report on client outcomes.
• Obtains client validation of outcomes
• Develops and maintains a system for tracking and reporting outcomes using internal dashboards, reports, and communication channels to promote client outcomes and ROI
• Provide insights and guidance to the internal team that is assigned to the account.
• Constantly innovate to seek improvements in process and methods to drive success for the Inspiren client community.
• Provide superior customer service to Senior Living executives, senior leadership, department leaders, clinicians, residents and families.
• Proactive approach to support activities that foster value-driven utilization of our Inspiren products, leading to measurable outcomes.
• Support the Return on Investment (ROI) framework for Inspiren products by participating in client facing meetings (EBRs,Committees, Etc) to support ownership of Inspiren products within the Senior Living communities
• Regularly monitor product utilization. Identify and address any concerns area of under-utilization in real time; continuously work with the internal team and clients to improve system value-driven utilization, as well as provide recommendations for growth and improvement
• Be an expert on all Inspiren products.
• Be smart, accountable, and fearless in the pursuit of Client Success
• Excels under pressure, continuously shifting and adapting to meet the ever changing need of your partners
• Identifies opportunities for innovative product design and development and creates the path to beta test new products, features and capabilities.
• Travel 50% of your time; travel for on-site visits to support client facing activities such as client go-live events, monthly leadership meetings, QBRs, participation in sales activities, and occasional internal meetings
• Other duties as assigned