Customer Success Manager
WELL Health
Vancouver, British Columbia
2d ago

Position : Customer Success Manager

Location : Vancouver, BC (Remote due to COVID)

Type : Full-time permanent

Company Overview :

WELL is an omnichannel digital health company whose overarching objective is to empower doctors to provide the best and most advanced care possible while leveraging the latest trends in digital health.

As such, WELL owns and operates primary and executive healthcare clinics in both Canada and the US operates a multi-national digital Electronic Medical Records (EMR) business serving thousands of healthcare clinics and health systems of all sizes and operates a multi-national portfolio of telehealth services which includes one of the largest telehealth service providers in Canada.

WELL is also a provider of digital health, billing and cybersecurity-related technology solutions. WELL’s wholly-owned subsidiary CRH Medical is a leading provider of anesthesia services and the patented O’Regan hemorrhoid banding product to gastrointestinal-focused clinics.

WELL is an acquisitive company that follows a disciplined and accretive capital allocation strategy. WELL is publicly traded on the Toronto Stock Exchange under the symbol "WELL".

For more information about the company, visit : .

Position Summary :

We are a dynamic and fast-growing company with an ambitious goal to transform the primary healthcare experience. We own and operate a Virtual Care platform, a portfolio of medical clinics and OSCAR EMR service providers and are fueled by a fundamental belief that having access to great health care services creates opportunity and positively impacts health outcomes for patients.

We are aggressively expanding both our clinical and virtual footprints as well as our healthcare digital asset portfolio.

This role will be primarily responsible for establishing, maintaining and strengthening strategic partnerships amongst our physician population working closely with key leaders and decision-makers across multiple organizations.

Physicians are a primary source of revenue for the company and as the Customer Success Manager, you will be focused on key revenue generation activities including recruiting and scheduling as well as working with our existing network of physicians to identify growth opportunities.

As a trusted physician advisor, you will be responsible for identifying and understanding physician needs and pain points and offer solutions to help solve their problems.

You will deliver value at every interaction. To be successful in this role you will need a comprehensive understanding of company operations, process and procedures, physician contracting and onboarding and independently manage engagement strategies for proactively improving relationships with physicians.

This role is with a hyper-focus on customer satisfaction and driving value for WELL Health physicians.

Key Responsibilities :

  • Delivering excellent customer satisfaction and building strong relationships quickly will be a key deliverable
  • Act as a physician advocate and tactical escalation point. You will need to know when to advance requests or when to tactfully push-back
  • Work with cross-functional teams to ensure physician concerns are being addressed in a timely manner and we are delivering a world-class’ working experience for them
  • Responsible for seamless physician onboarding and activation experiences
  • Manage and optimize physician schedules in both the virtual and clinical space to maximize our usage of physician supply and ensure patient demand is fulfilled
  • Pursue sales leads to recruit physicians for WELL in-clinic and virtual job opportunities
  • Streamline and optimize workflows to improve physician experiences at all touchpoints
  • Manage compensation-related matters with physicians, and work with the WELL team to execute physician-based incentive programs.
  • Track the performance, satisfaction, and sales activities relating to our physician population through the use of data and BI tools
  • Work with a diverse set of stakeholders to help implement and operationalize new programs to elevate physician experiences
  • Conduct tours of WELL Health facilities with physicians interested in joining the network
  • Requirements : You have :

    You have :

  • At least 5 years experience in a Customer Success role ideally in a healthcare setting
  • Exceptional interpersonal and communication skills
  • Strong negotiation and expectation management skills
  • High level of EQ
  • Proficiency in O365 suite, cloud-based CRM and project toolsets
  • Ideally, have experience with BI and reporting tools
  • MS Power Automate experience would be an asset
  • You are :

  • Someone with a genuine desire to see our partners successful
  • A customer satisfaction fanatic
  • Flexible and able to work with changing deliverables and limited structure
  • Mature and a self-motivated professional who is accountable, responsive and collaborative
  • Highly organized and able to work in a fast-paced change culture
  • Highly autonomous
  • Technology savvy
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