Description
About Us
Valor Healthcare is a veteran and physician-led provider of healthcare services for deserving, resilient patriots. We aim to deliver high-quality care in a way that upholds the health of our nation’s greatest asset: its people. The entire Valor team works hard to earn the trust of those who have faith in us to care for them with respect and through methods that lead to excellent outcomes.
Position Summary
The Account Manager (AM) is responsible for the strategic management of the ValorRPM customer relationship with the Veterans Health Affairs (VHA), Office of Connected Care (OCC), Remote Patient Monitoring-Home Telehealth (RMP-HT), Veterans Integrated Service Network (VISN) Leads, and Care Coordinators (CCs). The incumbent works collaboratively with other Team Valor service components to ensure that service delivery is integrated and seamless to the VHA federal customer, CCs, and veterans.
AMs are responsible for supporting and managing the federal customer experience ensuring that the federal customer is highly satisfied with the quality of services received. The AM works in coordination with the Valor Clinical Director to arrange strategic meetings with federal customers and ValorRPM SME's, in response to federal customer requests for new or changes to existing RPM services and to anticipate future needs through ongoing customer assessment. The AM provides relevant details and information to VA CCs to directly support solution roll-out throughout the VA, with a focus of increasing utilization of the ValorRPM solution, in addition to month-over-month patient growth. The AM will manage, deliver, and coordinate support services such as requested training, ongoing service support, customer engagement, and service improvement initiatives.
Core Responsibilities
Clinical
- Has a basic knowledge of the policies and standard operating procedures (SOPs) which govern the provision of clinical services at the VHA/RPM and ValorRPM to ensure strict adherence. Complies with Valor’s policies and SOPs that pertain to the Valor RPM program.
- When safety events are reported to the AM by a customer, collects relevant information and provides this information directly to the Clinical Director and the Valor Healthcare Risk Manager.
- Understands and complies with the provisions of the Privacy Act that apply to the medical information contained in VHA and the ValorRPM Care Coordinator Webviewer (CCWV) records and any verbal communication of PII/PHI related to any federal patient (veteran).
- Has basic knowledge of the Department of VHA and the RPM-HT health principles. Has fundamental understanding/working knowledge of the VAH RPM-HT Program and all services provided within the CCWV.
Service Operations
- Facilitates communication of service delivery issues from federal customers to the Valor Clinical Director. Communicates progress on resolution of issues to the federal customer and shares additional information directly with the ValorRPM Team.
- Takes the lead on engaging all relevant stakeholders.
- Develops and maintains comprehensive knowledge of ValorRPM products and services and demonstrates this knowledge to peers and customers. Acts as a point of contact and escalation for federal customer service-related queries and issues and manages escalations by ensuring that correct resources are driving their resolution and stakeholders are informed of status and progress. Identifies, analyzes and reviews proposed service changes, minimizing any adverse effects on service performance and the federal customer.
- Analyzes service utilization trends and other data to make suggestions regarding service enhancement. Submits weekly progress reports and ensures the data are accurate.
- Ensures smooth introduction of ValorRPM services to VISNs federal customers through appropriate communication, stakeholder engagement and customer education of Valor’s RPM tools and resources.
- Identifies, analyzes, and reviews customer impact of the ValorRPM services, minimizing any adverse effects on service performance.
- Participates in routine or ad hoc reports for data calls or per federal customer request as directed.
- Serves on review panels or workgroups for issues with subject matter expertise.
- Gathers intelligence to identify potential new VISN federal customers and/or team members and ensures that all business opportunities are optimized using internal/external contacts.
- Helps develop and achieve metrics related to cost recovery, including business growth, and expanded growth of existing business.
- Demonstrates high level of proficiency in all Microsoft Office Suite Technology and TEAMS for the purposes of preparing program level reports for documentation, data tracking, recording keeping, and assisting with Valor leadership, and federal customers.
- Utilizes Customer Relationship Management (CRM) tools to maintain current and relevant federal customer information.
- Performs all ValorRPM tasks on Government Furnished Equipment.
Strategy - Customer Service
- Manages the customer relationship in partnership with the Clinical Director. Owns the customer experience including engagement of the appropriate VISN Leads and CCs to resolve customer concerns and issues. Must report significant customer issues to the Valor Clinical Director including all customer complaints, safety events, staffing and/or other contractual issues, system failures, and new business opportunities.
- Gathers ongoing customer feedback and makes suggestions to the Valor Clinical Director for potential change and implementation.
- Conducts strategic customer meetings in conjunction with the Valor Clinical Director, always with the appropriate SMEs that demonstrate a thorough knowledge of the ValorRPM services being delivered. Anticipates customer needs by demonstrating knowledge of federal government trends in RPM-HT and customer agency knowledge, both at the macro- and micro-levels.
- Travel to VA sites within the US and to US Territories to provide customer support and training. Will provide equipment overview and functions.
- Analyzes service utilization trends and other data to make suggestions regarding service enhancement.
- Solves complex client issues in a timely and appropriate manner with minimal management oversight.
- May include working with product design and application, logistics, sales support, and marketing.
- Demonstrates analytical abilities by synthesizing information to develop appropriate customer-centric solutions through professional presentation formats (e.g., PowerPoint, white papers, etc.)
- Compiles customer information using available tools such as the internet, fact sheets, and comparative analysis. Demonstrates knowledge and use of a consultative model to identify customer needs and determine the most appropriate service options. This should be accomplished in conjunction with subject matter experts in the respective ValorRPM service area. Develops and utilizes strategic business tools such as SWOT analyses, revenue rollup reports, competitor analyses, etc.
- Demonstrates strategic knowledge of respective customers. Develops and executes business capture plans based upon information gained from business tools.
- Develops agency contacts and cultivates relationships at all levels to enhance Valor’s position, culminating in increased business within the designated book of business.
- Acts as a primary point of contact and escalation for ValorRPM service-related queries and manages escalations by ensuring that correct resources are driving their resolution and stakeholders are informed of status and progress.
- Comprehensive customer knowledge facilitates proactive measures that demonstrate quality improvement to the federal customer.
Metrics
- Organizes and collects data for data calls and other deliverables as requested to support the clinical team. Takes responsibility for tracking and reporting metrics related to business development and customer satisfaction. Assists with other members of the ValorRPM team with the development of metrics related to cost recovery, including new business growth, and expanded growth of existing business.
- Submits weekly progress reports and ensures data is accurate. Ensures that data are accurately entered and managed within the ValorRPM solution.
Requirements
Qualifications
- Must be able to obtain a Public Trust Clearance.
- Must hold a minimum of 3 years of experience in customer relationship and account management in a customer-facing role within a quality and compliance environment.
- Must possess a bachelor’s degree.
- Experience working in a health-related field preferred.
- Experience in roles that demonstrate the ability to develop new business relationships resulting in increased revenue.
- Must be able to travel to customer sites within the US and US Territories; a minimum of 25% travel will be required.
- Willingness to learn and grow with respect to improving service delivery using technology and metrics. Strong communication and influencing skills.
- Must have a can-do, positive attitude and build constructive working relationships.
- Ability to work well with diverse, inclusive, multinational teams and proven ability to influence others to achieve positive outcomes and a strong client service focus.
- Business and financial awareness of the impact of RPM-HT services.
- Experience working in an organization with a complex geographical structure and context.
- Proven ability to interpret and communicate information related to occupational health principles and services into business language and vice versa.
- Excellent communication skills verbal and written with experience in drafting memos and proposals. Ability to make effective presentations to achieve desired outcomes.
- High proficiency in Microsoft Office software including Outlook, Word, Excel, and PowerPoint. Experience with Project and Visio is a plus.
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