Medically Home (“MH”) is a fast-growing, technology-enabled company that was founded to make a major, positive difference in the way medical care is delivered. MH is leading this shift by providing high-quality, real-time nursing care and services along with all the necessary tools and infrastructure to safely shift advanced, acute medical care from hospitals to the comfort of the patients’ home. We are deeply committed to creating superior patient and family experiences and outcomes.
MH is growing its customer teams focused on deploying the Virtual Hospital model through large-scale implementations followed by multi-year software and service contracts at health systems across the US. MH is looking for a Strategic Account Lead to join our customer team on the West Coast. You will be responsible for being the point of contact for a strategic partner, supporting our shared business goals from the C-suite through program leaders and SMEs. You will have a strong executive presence and be passionate about building positive and healthy relationships with your customers.
What you’ll be doing:
Develop deep partnership with partner executives and virtual hospital operational and clinical leaders as the primary customer partner for MH. Expertly navigate customer’s organizational structure and unique culture, anticipate their needs, and partner to resolve issues.
Infuse a culture of accountability within partner virtual hospital organization, driving hyper-focus and alignment on key growth (admissions, census, geographic, and use case expansion) and program performance objectives (volume, patient outcomes, etc.).
Champion the MH clinical model and product design and help infuse the MH patient-centered culture into the customer program.
Coach partner executive and client-facing teams in customer experience, product delivery excellence, and client change management.
Work with partner and internal subject matter experts to train on the MH model, program, and processes. Identify opportunities to bring methodology developments and changes into partner clients and work with MH workstream leaders and partner client-facing teams for optimal deployment.
Ensure partner programs deliver operational excellence, achieve desired census and outcomes, and meet customer and MH growth vision.
Coach partner stakeholders in creating and executing strategic success plans for their various programs in alignment with the customer goals, MH growth goals, and product development roadmap (clinical and software product enhancements as well as new clinical use cases).
Provide MH executive and workstream leaders key updates on partner business development, customer performance, operational changes, marketing efforts, etc.
Partner with clinical, supply chain, payer, and software product teams to provide ideas for product design enhancements based on partner needs and vision. Also partner with product teams to communicate roadmap plans with customers and align deployment timing for their programs.
Participate in MH model user group forums (e.g., clinical, supply chain, payer) alongside appropriate customer stakeholders. Support the success of MH user groups by working with product leaders to suggest discussion topics and prepare customer stakeholders to share unique best practices and insights on each topic.
Monitor key metrics for partner clients (volumes, patient experience, bed capacity used, model savings, margin, etc.) with assistance from MH and partner shared service departments. Ensure MH remains in compliance with all contracted obligations and work with MH product and shared service leaders to address issues as needed.
Provide leadership that inspires the provision of safe, world class, high quality, patient-centered care, and develop strong relationships at all levels within the customer and MH organizations.
What your experience looks like:
A bachelor’s or equivalent degree required. Advanced degree in business, health administration, or another relevant discipline preferred.
10+ years of customer facing roles such as account management, consulting, or other customer success experience.
Experience building deep customer executive-level relationships, coaching, and driving change in varied client cultures.
Innovative thinker capable of solution-oriented, creative problem-solving with a passion for hands-on execution.
Excellent communication, leadership, and organizational skills.
Demonstrated ability to drive fast-paced, partner-oriented growth in an often changing and dynamic work environment.
Has a passion for Medically Home’s mission of transformational patient centered care.
Lives local to primary customer assignment (West Coast) or has ability to travel 2-3 days/week to customer location(s).