Client Support And Implementation Lead
The Client Support and Implementation Lead manages the day-to-day functions of the client support group and oversees the successful integration and growth of partner and provider accounts. In this capacity, the individual acts as the primary escalation contact for staff, provides coaching and development and facilitates effective communication between external stakeholders and internal business units.
This role is essential in ensuring exceptional service delivery, successful provider launches, seamless adoption of services and ongoing client satisfaction. It requires a blend of operational management, team guidance and strategic coordination to enhance organizational performance and ensure client satisfaction.
Duties and Responsibilities
- Serve as a key team member in supporting new activity and expansions
- Serve as the primary escalation point for complex client inquiries, concerns and operational issues.
- Ensure timely and accurate resolution of support requests across all channels.
- Coordinate onboarding activities for new providers, departments and client locations.
- Serve as the primary operational contact during provider implementations and expansion initiatives.
- Facilitate provider training, workflow reviews and readiness assessments prior to launch.
- Track onboarding milestones, project deliverables, risks, dependencies and action items.
- Partner with Product and Technology to ensure successful implementations.
- Monitor provider engagement following launch and proactively address barriers to success.
- Support ongoing relationship management activities for newly launched providers and departments. Participate in implementation planning, launch meetings and ops readiness reviews.
- Assist senior leaders with reporting and analysis.
- Act as SME for onboarding and client experience best practices.
- Support change management initiatives and operational enhancements.
- Excellent customer service and relationship management skills.
- Strong verbal, written and presentation communication abilities.
- Must have good problem-solving skills.
- Ability to work under pressure and to prioritize.
Team Leadership & Employee Development
Lead, coach and develop Patient Support Specialists Conduct regular one-on-ones, coaching sessions and performance reviews. Identify skill gaps and implement performance improvement plans as needed. Assist Senior leaders with recruiting, hiring onboarding and training of new employees. Foster an environment of Support, Engagement and Accountability (SEA) Recognize and reward performance while addressing other concerns promptly and effectively.
Marginal Functions
Perform other job-related duties as assigned. Participate in cross-functional meetings and go-live activities
WILDLY IMPORTANT GOAL - Create an environment where all members of the Customer and Client Support team are skilled and ready to provide timely and accurate support that helps our patients, providers and clients successfully access, understand and use the Patient.com platform while minimizing effort and increasing trust.
SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.
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