Title: Team Lead, Client Service Manager
Reporting to: Senior Client Service Manager
Opportunity:
The Get Well Team Lead Client Service Manager serves as a mentor and operational leader, collaborating with the Senior Client Service Manager to facilitate adoption and integration of Precision Engagement solutions into practice across the care continuum for and with Get Well clients within a defined region. Your objective is to provide support and assistance that enables the Senior Client Success Manager's team to efficiently achieve their goals and objectives.
This role is designed as a development pathway, allowing high-performing CSMs to take on additional leadership responsibilities in a structured and supported manner.
Responsibilities:
People & Team Leadership
Serve as a mentor and first point of escalation for Client Service Managers, providing guidance on issue resolution, best practices, and client strategies.
Support CSMs in managing workload balance, troubleshooting client concerns, and implementing client engagement strategies.
Monitor team performance and provide feedback to both the individual team members and the Senior Client Service Manager to foster professional development.
Assist in onboarding and training new Client Service Managers to ensure consistency in client management and product knowledge.
Facilitate regular team check-ins to share best practices, discuss challenges, and align on key priorities.
Escalate complex issues to Senior Client Service Manager as needed.
Facilitate a teaming environment that promotes open discussion and efficient collaboration.
Client Relationship Management & Engagement
Cultivate, oversee, and sustain excellent relationships with all nursing staff, medical center administrators, technical support, and other critical contacts.
Act as a chief liaison in our account model, delivering exemplary customer service to the medical center.
Proactively seek feedback from staff and patients; relay findings to relevant parties.
Organize and attend regular project status meetings with pertinent medical center representatives.
Enhance the use of the Get Well system through quarterly account review meetings focused on the account roadmap.
Strategic Planning & Clinical Outcomes
Facilitate the development and execution of strategic plans for clinical outcome improvement at the account level.
Provide client leadership with insights into the roadmap for achieving these outcomes, the efficacy of our interactive patient care tools, and the overall use of the Get Well system.
Implement and manage the action plan for deploying features and functionality aimed at achieving strategic outcome goals.
Training & Staff Engagement
Implement and maintain a robust training program for clients at designated facilities and/or regions.
Facilitate nurse and staff training sessions to acquaint them with the system's features and uses.
Actively engage in nursing and steering committee meetings at the medical center to promote interactive patient care.
Conduct daily rounds on all units to make sure that both staff and patients are familiar with the system and to assist in orienting both patients and staff to the Get Well solution.
Reporting
Track and produce monthly reports on utilization that tie to Veteran satisfaction and quality objectives.
Ensure continuous communication with medical center staff concerning the usage and updates related to the system.
Assist Senior CSM with standardized reporting of VISN or National initiatives.
Project & Content Management
Act as the project manager for all development, content, and configuration requests from the medical center.
Oversee and ensure quick resolution of operational issues or complaints.
Develop, review, and maintain system content which may include performing content changes on the system.
System Performance & Technical Support
Check the system performance daily to guarantee the hardware and software components of the platform are functioning properly.
Be the primary point of contact for any technical challenges associated with the Get Well software and infrastructure, which includes the application server, network, and in-room devices, resolving any hardware or software problems.
Work with Get Well Support to evaluate and allocate client onsite support resources needed for technical challenges.
Employees may be asked to perform additional duties as assigned by management. Responsibilities and duties are largely defined by the contractual agreements between the prime contractor and Get Well and may evolve annually based on contract renewals and modifications.
About You:
Proven track record of leading a client or product focused initiative that has impacted the entire team.
Decisiveness to make decisions effectively that display commitment and clear direction.
Strong desire and passion for improving the patient experience with strong customer service, project management and change management skills.
Proven facilitation of diverse groups to drive towards established outcomes objectives.
Demonstrated change agent: ability to facilitate executive level dialogue, analytical expertise to derive meaning from data and utilize to develop client specific recommendations and build base of support around plan.
Adaptability to work effectively under pressure and in a fast-paced environment.
Exceptional relationship builder, understanding the nuances of internal hospital relationships and how to operate appropriately and effectively in the hospital environment to drive deliverables.
Dynamic communicator, able to motivate and influence others through fact-based client and product understanding, combined with genuine passion for the product and hospital outcomes.
Excellent presentation and written communication skills and the ability to articulate clearly and concisely.
Customer service focus - we are each individually committed to our client experience.
Thrives in an environment of uncertainty. No two days are the same on the job, so you need to have a strong sense of flexibility and ability to "go with the flow".
Desire to make a meaningful impact on hospital outcomes and patient's lives.
Requirements:
Previous experience as a Client Service Manager strongly preferred (minimum 1 year in the CSM role, but exceptions may be made)
Previous supervisory experience a strong plus
Previous experience working with healthcare quality metrics such as: HCAHPS, SHEP, SAIL, healthcare quality and safety measures such as falls, infection prevention, readmissions and reduction in length of stay
Bachelor's degree in nursing, a health-care related field, or business
Previous experience working within a hospital environment required
Experience in leading training with clinical staff
Must be able to meet all client specific requirements, including immunizations and screening
Must be willing to submit to a federal government background check and regular drug testing
Flexibility in schedule required, may require occasional weekend availability
Ability to travel approximately to multiple clients' sites and Company offices as needed
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
About GW RhythmX:
GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical insight, patient engagement, and system-wide care orchestration. The company combines market-leading AI precision care technology with extensive trusted patient engagement leadership to help health systems deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans. The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce Healthcare, and AVIA Marketplace. A SymphonyAI Group company, GW RhythmX leverages various firm assets, including $1B+ in R&D investment, longitudinal data related to 300 million patients, 4.4 billion total annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.
Most relevant press releases:
Presbyterian Healthcare Services Expands Use of GW RhythmX to 200 Primary Care Clinicians in the First Full System Deployment of a Precision Care AI Platform - RhythmX AI (https://rhythmx.ai/resource/presbyterian-healthcare-services-expands-use-of-gw-rhythmx/)
Get Well, a leader in patient engagement software, and RhythmX AI, a leader in AI-powered precision care, will combine to form GW RhythmX to usher in the next generation of precision care
About SymphonyAI Group:
SymphonyAI Group (SAIGroup) is a private investment firm building leading global enterprise AI businesses by accelerating innovation and growth. SAIGroup companies ConcertAI, SymphonyAI, and GW RhythmX deliver AI solutions that transform industries and bring value to companies, workers, healthcare professionals, and patients. The companies collectively represent a workforce of more than 4,000 talented engineers, data scientists and industry/healthcare experts. SAIGroup is backed by a $1 billion commitment from Founder and CEO Dr. Romesh Wadhwani, a noted entrepreneur and philanthropist. Learn more at www.saigroup.ai and follow SAIGroup on LinkedIn.
When it comes to careers, our approach is simple: empower employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You'll find everything you'd expect and many things you don't: exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full array of health benefits, fitness reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs, health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The estimated pay range for this position is $75,000 - $80,000 in base salary plus bonus. Base salary is dependent on many factors including, but not limited to education, experience and skills. This range is subject to change and may be modified in the future.
GW RhythmX is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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