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Physician Services Account Specialist

InTouch Health is a leading telehealth solution company enabling remote physician care anytime, anywhere.  Our solutions are robust, secure, and provide excellent physician-patient experiences to maximize care and minimize response time, and ensure the right doctor makes the right treatment decision every time.

Under the general direction of the EVP & GM, Physician Capacity Management, the Account Specialist, PCM will lead and guide the development of overall client objectives and the on-going strategic direction of the account. The Physician Services Account Specialist will focus on developing and strengthening positive client relationships at all levels, and overall client satisfaction to achieve revenue growth of the account and relationship, as appropriate. Successful candidate will be detail-oriented, fast, well organized and the ability to work and communicate effectively in a team oriented environment. This will include planning and managing client projects, anticipating client needs and developing solutions for them, tracking and reviewing quality data, as well as communicating progress to clients in a timely manner.

Responsibilities

Customer Implementation

  • Work with Regional Sales Director to ensure smooth transition of account,
  • Serve as an additional point of contact for customer from a physician services standpoint,
  • Develop and manage the implementation process to include implementation materials, training and go-live timelines, and communication plans (staff, nursing, physician, call-center, etc.)
  • Ensure target dates and deliverables are met within strict timeline
  • Coordinate implementation activities between InTouch Health and customer functional areas (, credentialing, clinical, quality, education and training, call-center, marketing and public relations, and finance)
  • Co-conduct pre-implementation customer meeting with Regional Account Manager
  • Provide necessary initial and on-going customer training including physician, nurse and support staff
  • Work with customer to integrate telemedicine workflows with existing clinical workflows
  • Utilize implementation checklist to ensure progress is appropriately documented and tracked

Customer Management

  • Act as an additional point of contact to all assigned customers within assigned territory for physician services (as defined)
  • Be readily available and act with a sense of urgency to meet customer needs and expectations
  • Build and maintain positive relationships with customer at all levels including clinical staff and C-suite
  • Develop, maintain and document a high level of customer culture and needs
  • Work in coordination with Regional Account Manager to develop and execute client management plan for each customer
  • Recognize and appropriately escalate customer issues in a professional and timely manner; follow-up to ensure satisfactory resolution to customer
  • Proactive identify potential physician services customer issues and work with appropriate internal and customer resources to remedy
  • Manage daily, monthly and quarterly customer review process to include quality and utilization metrics for physician services reporting
  • Produce and coordinate distribution of customer reports as required
  • Monitor customer activity (clinical applications, fleet monitoring system, case management and call center) and develop action plans as needed to address utilization trends
  • Maintain record of all customer activities and communication in CRM
  • Work with internal quality team to ensure and report on clinical quality for customer
  • Identify opportunities to improve work process and service delivery; work with internal resources to address these opportunities

Account Development

  • Coordinate with Regional Account Manager to:
    • Identify opportunities to participate in customer meetings and presentations
    • Identify expansion opportunities of existing customer business to include additional sites and/or services
    • Routinely communicate direct customer feedback and first-hand experience with field personnel

Knowledge, Skills & Ability

  • Excellent organizational and interpersonal skills, including the ability to communicate clearly and professionally, verbally, in writing and while presenting
  • Ability to think strategically and work independently
  • Program/project management experience
  • Strong computer skills (Microsoft Office, CRM)

Qualifications

  • Bachelor’s Degree
  • RN, with critical care experience preferred
  • Three or more years of experience in health care
  • Excellent organizational and interpersonal skills, including the ability to communicate clearly and professionally, verbally, in writing and while presenting
  • Ability to think strategically and work independently
  • Program/project management experience
  • Strong computer skills (Microsoft Office, CRM)

Working Conditions

  • Normal office environment
  • 30-50% travel with some overnight stay required
  • Must be able to push/move/transport robots, weighing over 200 lbs. with wheeled assistance
  • Must be able to lift up to 50 lbs unassisted

Notes

For the qualified candidate, InTouch Health offers competitive compensation, medical, dental and vision benefits, paid time off, 401(K) and stock options.

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