The Client Experience Manager contributes to an organization that provides essential service to Vermont’s health care community. They focus on understanding the needs of the providers and organizations that care for Vermonters, connecting providers and organizations with the VITL offerings that will best serve them, and supporting them in using those services to their fullest.

The Client Experience Manager is responsible for all facets of client’s engagement with VITL. This individual will define and guide processes for customer support including the daily interactions between our clients and our organization. They will lead our team in delivering the highest level of customer service in all client interactions. They will also personally cultivate new relationships and steward existing clients to help Vermont health care provider organizations maximize the value of VITL services.

Principal Responsibilities:

Client Support Process Development, Implementation, and Maintenance

The work of VITL’s Client Support Team includes but is not limited to: responding to or triaging all client inquiries, conducting client introductory meetings and presentations; routine client contracting; onboarding clients to the VITLAccess clinical portal; VITLAccess user management, user support, and training; and product administration for additional assigned products. The Client Experience Manager will lead this work in part by developing the procedures and workflows that the team will execute. The Client Experience Manager will:

• Co-design, document, and implement processes that help VITL clients successfully utilize VITL services
• May direct and participate in development of onboarding and training programs for new and existing products and services, for prospective and current clients
• Proactively engage both clients and VITL team members to collect feedback on our processes and lead continuous quality improvement to respond to feedback
• Maintain detailed knowledge of VITL’s services to ensure effective support, administration, and Tier 1 troubleshooting of those services

Client Support Team Leadership

The Client Support work at VITL is handled by a team of highly skilled professionals with diverse career backgrounds. The Client Experience Manager will manage and mentor these team members.

• Manage a team of at least two Client Care Coordinators
• Prioritize team goals and tactics to ensure that the activities of the group support VITL’s commitments and our clients’ expectations
• Ensure staff assignments and allocations are maintained, up-to-date, and equitable
• Directly handle escalated client issues, following protocols and exercising effective judgement about what requires leadership team engagement
• Collaborate with other Engagement Team members and with Operations and Technology Teams to ensure that all phases of VITL’s work include effective client communication

Development of Strategic Client Relationships

The Client Relationship Manager will handle escalated client issues directly with clients. They will also proactively engage VITL clients to develop strong, strategic relationships that help the health care community effectively and fully utilize VITL services.

• Builds and maintains strong relationships with clients, including leaders at participating organizations
• Acts as a trusted advisor, becoming a go-to resource to clients on health information exchange and health IT, curating actionable information and connecting clients with VITL subject matter experts as needed

Customer Relationship Management System and Tools Development

• Evaluate existing customer relationship management tools and practices, and identify opportunities to improve the efficiency and effectiveness of our practices
• Own VITL’s customer relationship management software and optimize the configuration of that tool to most efficiently support VITL’s coordination, tracking, and measurement needs and our clients’ experiences.

Measurement of Client Support Functions

• Define success metrics for the Client Support Team
• Plan for tracking success metrics with the Client Support Team and other teams at VITL
• Communicate metrics in clear, meaningful ways to a variety of audiences

Freedom To Act/Accountability

The Client Experience Manager is expected to successfully work with minimal supervision, either independently or as part of a team. Working within department and VITL guidelines, this position will have a broad knowledge of VITL’s services and the organization’s strategic and business needs and have the ability to provide leadership in support of VITL projects.

The Client Experience Manager may perform other tasks as necessary to support VITL organization goals, as guided by their manager.

Working Relationships/Contacts

The Client Experience Manager will manage a team of at least two Client Care Coordinators. The Client Experience Manager will also work collaboratively with all levels of VITL technical and administrative staff and leadership, as well as consultants, vendors, and customer and peer organizations.

Job Requirements

The following guidelines for minimum qualifications are to assist with the hiring process.

Experience:

• At least 5 years of experience in one, or preferably a combination of, the following:
  • Support team leadership
  • Customer relationship management
  • Leadership of education and training for adult/professional learners
  • Service design
  • Program design and implementation

• At least 5 years of experience in one or a combination of the following fields:
  • Health information exchange and/or health information technology
  • Information technology
  • Health care delivery or health care reform
  • Public health

Knowledge/Special Skills:

• Knowledge of the Vermont health care ecosystem is a plus (but not mandatory). Similarly, experience with health information exchange is a plus.
• Excellent verbal and written communication skills
• Effective presenter of ideas and concepts to a variety of audiences
• Proven ability to develop and successfully plan and manage projects and programs
• Systems thinker who also pays attention to detail
• Commitment to providing excellent service to internal and external customers

Career Advancement

The employee may apply and be considered for other VITL positions as they may become available.