myOnsite Healthcare, LLC.
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Customer Success Specialist (USA Shift)

  • Vadodara, IN
  • Non Technical Jobs

Customer Success Specialist

Primary Responsibilities

  • Management of clients and ensuring all requirements are fulfilled

o   Maintaining relationships and having multiple touch points with leadership of assigned accounts

  • Implementing strategies to maximize volume of each assigned account

  • Handling handover process from sales

    • Participating in sales handover meeting with client

  • Assisting with the handover process to Account Management

o   Full-cycle seamless transition to Account Management

  • SOP process creation (in tandem with the Phlebotomy Manager)

  • Working with IT for HL7 integration (if needed)

  • Assist in post sale contract management 

o   Pricing

o   Payment Terms

o   Performance Requirements

o   Volumes - Scheduled appropriately

  • Working closely with Phlebotomy Manager on delivery of service to the customer

  • Working closely with Account Management

  • Documenting all client interactions in CRM

o   Responsible for all CRM organization of client information prior to handover to Account Management

  • Handling customer success calls from 3CX

  • Monitoring eligibility as it relates to managed clients

  • Notifying management of all service failures

o   Creating solutions so failures are not repeated

  • Effective communication with the sales team

    • Communicating with management as to discrepancies between what sales has promised and operations can deliver

  • Visibility of order entry and eligibility checks as it relates to assigned clients

  

KPI’s

  • Transition accounts to Account Manager within 120 days

  • Patient Satisfaction 4.8+ out of 5

o   25% of patients participating

  • Client Satisfaction 4.5+ out of 5

o   50% of clients participating

  • 100% of clients transitioned to Account Management (0 Loss)

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