COR - PSM - Lima, OH x1 - MindCare Solutions

Partner Success Manager

MindCare Solutions is a premier provider of behavioral health services, supporting hospitals, emergency departments, inpatient behavioral health units, long-term care centers, and various other clinical settings. We partner with healthcare organizations to deliver top-tier, end-to-end behavioral health solutions, integrating evidence-based care pathways, advanced technology, and exceptional providers. Our organization is committed to enhancing mental health care accessibility and efficacy through innovative solutions and strong partnerships, ensuring that high-quality, patient-centered care is delivered to improve the health and well-being of the communities we serve.

The Partner Success Manager plays a pivotal role in fostering and maintaining strong relationships with our clients. This position is responsible for ensuring the seamless delivery of healthcare services, enhancing client and patient satisfaction, and driving positive business outcomes. The role requires a unique blend of clinical expertise and account management skills, allowing the Partner Success Manager to effectively oversee patient care, address client needs, and identify opportunities for improvement.

Key responsibilities include collaborating closely with clinical teams to optimize patient care processes, proactively addressing any concerns or challenges faced by clients, and continuously monitoring and improving service delivery. The Partner Success Manager is also tasked with analyzing performance metrics, implementing strategic initiatives to enhance service quality, and acting as a trusted advisor to clients, ensuring their long-term success and satisfaction.

• Client Relationship Management: Build and nurture long-term relationships with clients, serving as their primary point of contact to ensure alignment with their goals and satisfaction with services.
• Healthcare Service Delivery Oversight: Collaborate with clinical teams to oversee the delivery of healthcare services, ensuring they meet or exceed client expectations and adhere to industry standards.
• Patient Care Optimization: Work closely with clinical staff to identify and implement improvements in patient care processes, enhancing outcomes and ensuring high levels of patient satisfaction.
• Strategic Planning and Execution: Develop and execute strategic plans to optimize client partnerships, driving mutual growth and success. Identify and capitalize on new opportunities to expand services and enhance client engagement.
• Performance Monitoring and Reporting: Analyze key performance metrics to monitor service delivery, patient outcomes, and client satisfaction. Provide regular reports and insights to clients and internal stakeholders, identifying areas for improvement.
• Issue Resolution: Proactively address and resolve any client concerns or issues, ensuring prompt and effective solutions that maintain strong client relationships and trust.
• Client Advocacy: Advocate for client needs within the organization, working cross-functionally with clinical, operational, and business teams to ensure client priorities are met.
• Training and Support: Provide ongoing support, training, and resources to clients to maximize their success with the company's services. Ensure they are well-informed about service offerings, updates, and best practices.
• Collaboration with Sales and Marketing: Partner with sales and marketing teams to identify opportunities for upselling or cross-selling additional services to existing clients, contributing to revenue growth.
• Continuous Improvement: Stay informed about industry trends, healthcare regulations, and best practices to continuously improve the quality-of-service delivery and client satisfaction.

Qualifications 

• An appropriate combination of education, training, course work and experience may qualify an applicant to demonstrate required knowledge, skills, and abilities.
• Bachelor's degree in nursing or a related healthcare field (master's degree preferred)
• Proven experience in healthcare account management, clinical oversight, or a related role
• Knowledge of Long-Term Care facility operations, regulations, and industry trends
• Strong problem-solving and critical-thinking abilities
• Ability to work independently and as part of a team
• Proficiency in healthcare software and data analysis tools
• Maintain clinical competency & compliance with HIPAA
• Ability to travel
• Active and unrestricted driver's license