Regional Customer Success Manager

JOB SUMMARY :

The Regional Customer Success Manager is responsible for partnering with and supporting a portfolio of Femwell Group Health physician practices in the North Florida / Jacksonville region.

They will work directly with Office Managers, acting as the first and primary point of contact to proactively communicate changes, resolve issues, gather continuous feedback, and evaluating and monitoring key performance indicators (KPIs).

WHO WE ARE : Femwell Group Health was created in 1997 to help physicians run their practices more efficiently and be better equipped to care for their patients.

We now support hundreds of physicians in the state of Florida from Miami to Jacksonville with services designed to manage and grow their practices.

As a leading management services organization, Femwell focuses on operational health, so physicians can focus on their patients’ health.

If you are looking to lead as part of an evolving business, Femwell is the right fit for you! To learn more about Femwell, we encourage you to visit our website at or follow us on LinkedIn at Femwell Group Health : My Company LinkedIn.

JOB RESPONSIBILITIES & DUTIES :

• Act as the primary liaison between Femwell Group Health departments and physician practices to ensure operational issues are resolved in a timely manner, maintain open lines of communication, and identify and source opportunities for increased efficiency.
• Communicate concerns and suggestions timely with recommendations and solutions for improvement (ie. Best practices, processes).
• Build relationships with physicians and office managers that encourage communication and transparency.
• Participate in Office Manager meetings to stay on top of any challenges and recognize successes.
• Support successful implementation of new protocols and workflows within assigned regional portfolio.
• Ensure all regulatory / compliance policies and procedures are implemented appropriately, including mandatory training within each practice in compliance with local, state and federal standards and regulations.
• Ensure all practices within assigned region are aware of and trained to leverage available resources and operating systems in place.
• Monitor and analyze customer service metrics, feedback, survey data and industry best practices to identify areas of opportunity.

ie. Response time, resolution rates, satisfaction scores, customer retention).

• Recommend solutions on how to maximize results.
• Present regular reporting to supervisor, highlighting customer service achievements, challenges, and recommended actions.
• Develop and implement protocols to handle customer escalations and challenging situations in a timely and effective manner.
• Perform additional duties as assigned.

JOB REQUIREMENTS & QUALIFICATIONS :

• Bachelor’s degree in business administration or related field.
• At least 5 years of experience in the healthcare industry, ideally with experience working with or in physician practices.
• In-depth knowledge of customer service strategies, best practices, and technologies.
• Strong customer orientation and empathy, with a passion for delivering exceptional customer experiences.
• Excellent communication and interpersonal skills, with the ability to build relationships, collaborate with stakeholders at all levels, and resolve conflict.
• Strategic thinking and problem-solving abilities, with a focus on achieving business objectives.
• Ability to transform data into actionable recommendations.
• Ability to leverage data to drive decision-making and continuous improvement.
• Proficient in MS Office applications and ability to learn department and job-specific software systems (e.g., applicable practice management and EMR systems).

Proficiency in customer service software, CRM systems, and other relevant tools.

Hybrid work with some travel requirements to North Florida / Jacksonville.

CORE COMPETENCIES : Accountability :

Accountability :

Demonstrate an understanding of the link between one's own job responsibilities and overall organizational goals and needs.

Analytical Thinking :

Demonstrate the ability to deconstruct information into smaller categories in order to draw conclusions.

Decision Making :

Manage to make the right decision in complex situations.

Management and Leadership :

Demonstrate the ability to influence and guide members of an organization.

Result Oriented :

Demonstrate knowledge in setting and achieving challenging goals.

OFFERINGS :

• Competitive Compensation Structure
• Medical, Dental, Vision & Supplemental Insurance
• Paid Time Off, including vacation, sick leave & Holidays
• 401K Retirement Savings Plan

WORK ENVIRONMENT : Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS : Required to stand, walk, and sit; talk or hear, both in person and by telephone; use hands to handle or feel objects or controls.

Occasionally required to lift and / or move up to 25 pounds.