HealthierHere is hiring for two Client Relationship Managers! Please see information about the role and how to apply below.

Position Details

REPORTS TO: Senior Product Operations Manager

CLASSIFICATION: Full-time/Exempt‍

HIRING PAY RANGE: $95,000 - $115,000‍

BENEFITS: 100% Paid by employer: medical, dental, vision, life, AD&D, LTD. 403(b) Retirement matched at 5%; increasing to 10% over time, 100% immediate vesting. PTO: 3 weeks’ vacation, 2 weeks sick, 4 wellness days, 13 holidays, $750 annual wellness benefit, and optional Flex plan and dependent coverage.

WORK LOCATION: Currently we are fully remote with occasional in-person events. A hybrid approach is planned for Q1/2025 with a location in King County, WA

WORK SCHEDULE: Monday – Friday, 8:00 am to 5:00 pm

Position Overview

HealthierHere is the backbone entity for a cross-sector collaborative working to address health disparities and improve health outcomes for people in King County by improving the current system of care. This work centers community and Tribal voice along with healthcare and social service providers in the co-creation and implementation of strategies designed to provide access to culturally appropriate care, supports and services that help people achieve the health outcomes that they desire for themselves. Principles of equity, anti-racism, decolonization, and authentic community engagement serve as the lens that shapes the way we do business.

HealthierHere co-designed Connect2 Coordinator (C2C) to facilitate electronic referrals, increase resource access via a shared directory, and enhance visibility of care providers. This system aims to improve health equity by fostering community collaboration and efficient care coordination. Connect2 Coordinator is a client management platform developed by HealthierHere that can be used to support Community Hub efforts under the Medicaid Transformation Project (MTP) 2.0. It enables case management partners to collaborate across systems, make closed-loop referrals, and share information across healthcare and social service providers. Supported by the Connect2Exchange database, it integrates with systems like Care Connect Systems (CCS) and Vision Link.

The Client Relationship Manager is responsible for ensuring that customers receive exceptional service and support for Connect2 Coordinator and Connect2 Exchange. This role ensures that customer questions and concerns related to Connect2 Coordinator and Exchange are elevated quickly and effectively. This role involves onboarding customers, managing communications, and triaging with the product team to troubleshoot or elevate issues and gaps.

Major Responsibilities

Customer Onboarding:

• Build and maintain strong, long-lasting customer relationships by partnering with them and understanding their needs.
• Implement the onboarding playbook for customers adopting C2 Coordinator and work with the Product Team to identify and document onboarding needs related to customers integrating with Connect2 Exchange.
• Conduct onboarding sessions, such as webinars or one-on-one training, to guide customers through the initial setup and use of key features of Connect2 Coordinator.
• Monitor the onboarding process to identify and address any challenges or barriers that new customers may face.
• Active risk-mitigation to prevent any possible risks to existing contracted partners to maintain a healthy customer relationship.
• Work with the Product Team to develop, leverage and update appropriate materials needed for training for initial customer onboarding and training.

Ongoing Customer Support:

• Respond to customer inquiries, providing clear, helpful, and timely responses.
• Troubleshoot and elevate product-related issues, escalating to the Product Support Manager and larger support as needed.
• Identify and report recurring customer issues or pain points, suggesting possible enhancements or changes.
• Communicate and guide customers through new product features, functions and changes, helping them to fully utilize the product and address any challenges.
• Assure customer satisfaction by following up on resolved issues and confirming that the customer’s needs have been met.
• Complete the product feedback loop by communicating the customer perspective is voiced in Connect2 product discussions including data governance and change control board/process.
• Identify business needs with existing customers or new partnership opportunities within the Product roadmap.

Documentation and Knowledge Sharing:

• Share customer feedback and insights with the Product Team to help improve training, communications and the overall Connect2 product.
• Provide feedback on existing support processes and suggest enhancements to improve efficiency and customer satisfaction.

Minimum Qualifications

• Minimum 3 years of experience providing customer support in healthcare and/or social service settings
• Excellent customer service skills and experience
• Demonstrated strong written and communication skills, with specific skill for translating advanced technical concepts into a format and language that is understandable and actionable to a broad audience
• Skilled at project management, specifically the ability to carry out complex work in collaboration with colleagues and partners, leading projects to completion
• Experience facilitating training or orientations in a group setting or through one-on-one sessions
• Ability to quickly learn and understand new software products and technical concepts and explain them effectively to customers.

Preferred Qualifications

• Experience with case management work.
• Previous experience working with Software-as-a-Service technology support.
• Experience with data system integration project.
• Experience in implementing emerging information technology services.
• Familiarity with CRM systems (Salesforce, HubSpot).
• Ability to track, analyze, and report on customer success metrics like customer satisfaction (CSAT), Net Promoter Score (NPS), and customer retention rates.

Commitment to Diversity, Equity and Inclusion

As an equal opportunity employer, it is the policy of HealthierHere to provide equal employment opportunity to all its employees and applicants for employment, and to assure that there is no discrimination against any person on the basis of his or her race, color, sex, religion, marital status, national origin, age, sexual orientation, citizenship, veteran status, or the presence of any sensory, mental, or physical disability in accordance with state and federal laws. HealthierHere is an equal opportunity employer committed to an inclusive, multicultural workplace. HealthierHere values diversity and strives to have a diverse workforce and is committed to equal employment opportunity. HealthierHere actively encourages members of diverse communities to apply.

How to Apply

Please send your resume and cover letter to Taylor Williamson, HR Recruitment Consultant – Careers@HealthierHere.org with “Client Relationship Manager” in the subject line.

Schedule and Worksite

This position works full-time Monday – Friday during standard business hours. HealthierHere is currently performing all work remotely with a hybrid approach planned for Q1/2025. There may be situations where the employee is required to report to an off-site HealthierHere work location. Employees will be provided with a HealthierHere-issued laptop and must maintain a workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Who We Are

HealthierHere is a regional collaborative committed to transformative change in the health and well-being of King County residents. We bring together community members and leaders from diverse sectors to address persistent health disparities, improve population health, prevent disease and address the social determinants of health. We strive for the “quadruple aim”—providing better care, lower costs, and a better experience for patients and providers.

HealthierHere is one of nine Accountable Communities of Health in Washington State responsible for addressing health equity and supporting whole person integrated care. This is one part of a much broader effort to achieve significant gains in health and well-being for our community.

As an organization, HealthierHere operates under a set of core values that include equity, community, partnership, innovation, and results. These values guide our work with each other and with our community partners. HealthierHere leads with equity. We work to intentionally eliminate disparities and address the current power dynamic and structural racism in our health care system that perpetuates inequities. We believe that every community member in King County should receive the type of care that they deserve - with respect and without stigma - to address their unique and individual needs.

As our name suggests, we are committed to health equity and believe that here, in King County, everyone’s health matters.

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