Client Advocate

Healthmark Group; United States; On-site; USD 55,000 - 85,000; Full time

Job summary

A health IT solutions provider is looking for a Client Advocate to ensure client satisfaction and loyalty. You will oversee a portfolio of clients, acting as their liaison, managing expectations, and resolving any issues efficiently. Strong communication and organizational skills are crucial along with a college degree or relevant experience. This remote role may require up to 25% travel for in-person meetings. Join a team that values growth and excellence in service delivery.

Qualifications

• 3+ years of experience working with client accounts.
• Strong verbal and written communication skills.
• Self-sufficient and disciplined, able to work independently.
• Ability to travel 25% for in-person meetings.
• Open to coaching and feedback to grow in the role.
• Self-sufficient and disciplined; able to work independently.
• Positive and measured when facing challenges; keeps clients happy.
• Knowledge of Microsoft Excel and CRM tools.

Responsibilities

• Act as a liaison between clients and the company.
• Manage and track client satisfaction in HubSpot.
• Document all client interactions and issues.
• Keep clients informed of relevant educational information.
• Manage and track client satisfaction in HubSpot to prevent dissatisfaction or loss of account.
• Document and track all client meetings and issues in HubSpot for proper follow up.
• Document all actions on requests in MedRelease to ensure transparency.
• Be highly knowledgeable of MedRelease and EMR request routing to optimize usage of our services.

Skills

Effective communication skills

Organization skills

Cross-functional collaborations

Knowledge of Microsoft applications

Independent work

Positive attitude

Travel readiness

Education

College degree or 3 years of relevant experience

Tools

HubSpot

Microsoft Excel

Job description

COMPANY: HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, HealthMark transforms administrative processes into seamless digital solutions. From HealthMark’s proprietary MedRelease platform for Release of Information, the company is pioneering an efficient, compliant, and patient-centric approach to support the entire spectrum of the patient information journey. HealthMark Group was founded in 2006 with corporate headquarters in Dallas, TX, and has been named to both the Dallas 100 and the Inc. 5000 for multiple years in a row as one of the fastest-growing companies in the region and in the country.

Location: Remote

Position Summary

The Client Advocate plays a critical role in ensuring HMG clients remain loyal and satisfied by ensuring best-in-class service. This person is responsible for overseeing a portfolio of clients to ensure their service needs are handled timely and efficiently. The Client Advocate represents the client's voice within HealthMark, making sure decisions are made with the full understanding of the client's impact. Client Advocate acts as a liaison between clients and cross-functional teams to ensure a successful delivery of contracted Release of Information services and expedite resolution to any issues or concerns. They know, manage, and nurture clients to maintain a high degree of satisfaction and engagement by consistently demonstrating the value and impact of HealthMark’s services.

This role will be measured by the completion of role requirements, individual success metrics, and client retention and satisfaction.

Essential Job Functions

• Serve as your client’s official liaison so their needs are quickly heard and addressed.
• Know your clients’ needs and expectations for success, and what matters to them to build trust, keep them happy, and turn them into HealthMark loyalists.
• Expedite client issues to mitigate friction or noise that negatively impacts their work.
• Keep clients informed of relevant HealthMark educational information/tips to demonstrate knowledge and enhance our reputation as leaders in the industry.
• Manage and track client satisfaction in HubSpot to prevent dissatisfaction or loss of account.
• Document and track all client meetings, critical conversations, and client reported issues in HubSpot to ensure proper follow up, identify trends or areas for improvement.
• Document all actions taken by you on a request for information in MedRelease to ensure transparency.
• Be highly knowledgeable of MedRelease and EMR request routing to optimize client's usage of our services.

Required Qualifications

• College degree or at least 3 years of experience working with client accounts.
• Effective communication skills (verbal and written) that demonstrate a high degree of professionalism and positivity.
• Expert in cross-functional collaborations and communications to ensure strong working relationships, expedite problem-solving, and find opportunities for shared improvements.
• Strong organization skills; able to shepherd the right resources to ensure timely and successful completion of onboardings and projects.
• Open to coaching and feedback to ensure you are growing and thriving in the role.
• Self-sufficient and disciplined; able to work independently and with an eye on individual and team goals.
• Able to stay positive and measured when faced with challenges, systematic in your work to keep clients happy, and eager to learn.
• Knowledgeable of Microsoft applications including Excel; ideally experience with a CRM.
• Ability to travel 25% for in-person client meetings and Company or team-mandated events.