Client Experience Executive The Client Experience Executive will bring years of experience to the organization and serve as the MissionPoint client interface on some of our largest and most complex engagements (payors and new market health systems for example). This Executive is in charge of organizing the engagement process for each assigned client. More specifically, the Client Experience Executive is in-charge of finalizing project plans, ensuring adequate resources are assigned from any necessary department within MissionPoint, providing weekly internal status reports, publishing weekly status reports for the clients, and escalating relevant issues when quick resolution cannot be immediately defined or delivered. Client Experience Executives are also responsible for identifying additional services and products that may be of value to clients – and presenting those opportunities in partnership with the business development team. As noted earlier, the Client Experience Executive is not directly responsible for direct delivery of services, but rather serves as “Air Traffic Control” – ensuring engagements are run in concert with the client and minimizing errors and friction. Responsibilities: • Responsible for building, sustaining, and growing MissionPoint relationships with large clients (health systems, payors, or employers). • Supervises members of the Client Experience team, responsible for hiring, training, reviews, performance management and all other personnel related tasks. • This person will be responsible for understanding, prioritizing, and communicating the client’s objects to internal MPHP teammates. • Act as Project Manager for purchased MPHP services, ensuring that deadlines are met and expectations are clearly communicated between the Client and the internal MPHP team. • Identify potential obstacles that would limit the success of a project – political, strategic, or operational. • Communicate project dependencies to client, and explain the potential impact. • Ensure client deadlines are met. • Deliver regular reporting to clients on identified metrics. • Work closely with designated internal team members from the MPHP Analytics, Provider Networks, Member Services, Clinical Management, and Strategy departments to ensure client satisfaction • Able to actively listen and demonstrate strong, interpersonal skills. Client Experience Executive, continued • Must be able to work independently. • Possesses strong verbal, analytic and written communication skills • Takes initiative, ability to navigate team dynamics • Ability to be a proactive self-starter, who understands the details within a much larger context and demonstrates good judgment. • Demonstrate flexibility and the ability to respond quickly and positively to shifting demands. Qualifications: • Possesses strong verbal, analytic and written communication skills • Success in managing multiple tasks and priorities in a fast-paced environment; • Adaptability with ability to work in ambiguity; • Ability to be flexible, and open to change; • Bachelor’s Degree in business, healthcare or related field required. Master’s Degree highly desired (MBA or MHA preferred) • 10 years of general professional business related experience and a minimum of 5 years Healthcare experience required. • Previous experience in a consultative role preferred. • Minimum of 5 years of previous experience managing complex projects required. • PMP or other similar professional certification preferred To apply for this position, please submit your application HERE and select the Client Experience Executive position from the drop down box. For more information about our company, please visit our website at www.missionpointhealth.org At MissionPoint, we celebrate and support diversity of all kinds. We are proud to be an equal opportunity employer.
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