Client Success Associate

pCare’s mission is to help hospitals improve the patient experience using technology to increase the care delivery team’s efficiency. Improving care delivery team efficiency results in better outcomes, improved patient experience, and reduces costs – the three components of the Triple Aim. This position requires the ability to lead change within all levels of a healthcare organization. Must be passionate about working in a high growth and innovative environment that impacts the healthcare industry.

The Client Success Associate (CSA) is responsible for the daily operations and utilization of the pCare Interactive System for the hospital system. Serving as the primary point of contact between pCare and the hospital system and its patients, the CSA will focus on enhancing patient and client satisfaction by facilitating the use of the pCare system, rounding on patients and staff, and analyzing and documenting results to identify opportunities for process improvement. Success in this role is defined by the ability to ensure customer satisfaction and grow pCare system utilization.

The position will be based in Pennsylvania to support the following Penn State Health hospitals:

• Hampden Medical Center

• St. Joseph Medical Center

• Hershey Medical Center (Pediatric Hospital, Cancer Center and Family Medicine)

• Lancaster Medical Center

Duties and responsibilities:

• Utilize pCare and industry best practice to improve patient and healthcare facility satisfaction, increase system utilization, and drive positive outcomes

• Meet with patients, answer questions regarding the system, and address service requests to deliver outstanding customer support

• Conduit for monitoring service requests to support timely response processes by appropriate PSH parties (e.g., nurses, PX)

• Work closely with the pCare Project Managers and Client Success Manager for cohesive and efficient customer service and optimization

• Accountable for support of post implementation interactive services

• Lead staff training on new and existing pCare features

• Lead training for onboarding new staff as well as re-education

• Conduct rounds on units to visit new admits to orient them to pCare and to check in with staff on any pCare training needs, questions, or concerns

• Address patient, nurse, and staff feedback related to pCare in a timely manner

• Build and manage relationships with key client stakeholders including administrators, nursing staff and PX team members

• Review utilization data with organization and units on a regular basis and recommend opportunities to improve utilization while identifying trends

• Provide customers with updates on pCare features and applications and recommend opportunities for enhanced offerings

• Attend meetings/committees relevant to pCare initiatives (e.g. Patient Education Council)

• Manage patient education and user interface content, configure and test software tools

• Seek opportunities to implement additional best practices for adoption and outcomes with support of team members

• Track customer satisfaction, and project status, solicit feedback from patients and staff and provide internal updates and recommendations for improvement on state of account

• While the focus of the role will be on supporting Penn State Health, the role will also assist with Client Success Team leadership with administrative duties and also assist at other client sites when needed, sharing best practices

• Perform other related duties as required and/or assigned

Skills and qualifications:

• Strong customer service, project and time management skills

• Excellent oral and written communication skills

• Fluency in English language is required, and additional language skills are desired

• Willingness to travel locally

• Evening and weekend hours work may be needed

• Experience working with Microsoft Office (Word, Excel, PowerPoint)

• Willingness to learn new and apply new technology to solve problems

• Comfort working in ambiguous or challenging environments

• Customer focused mindset; a desire to enhance the patient experience

• Proven ability to clearly communicate to individuals and groups

• Strong analytical skills and ability to work with data to identify and present opportunities for improvement

• Self-motivated mindset and ability to work independently and remote

Requirements:

• Professional Working Experience in relevant field (healthcare/hospitality/customer service)

• Must be able to meet specific requirements such as immunizations and screening required for hospital visits

• Ability to work onsite at Penn State Health System hospitals daily and travel between each location as needed

• Willing to work within a defined PSH reporting structure at the health system level and site/hospital for accountability

Work schedule:

Full Time - Onsite

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer support: 3 years (Preferred)
• Healthcare: 3 years (Preferred)

Work Location: Multiple Locations