Customer Experience Manager (28051)

Catasys, Inc. Los Angeles , CA 90009

Posted 2 months ago

Do you have a passion for delivering the highest level of customer service? Do others come to you to review completed projects before submission?

Are you an effective communicator, both verbally and written and do you have a passion for helping and supporting others? This may be the most challenging and rewarding job you will ever love!! You will have the opportunity to work with the highest level of intelligence in the industry. We are a fun group that takes our passion for delivery, service and member obsession to another level.

What you get to do in this role:

The Customer Experience Manager leads assigned national and regional health plan accounts, focusing on day to day customer management, outcomes reporting, multi-level stakeholder relationships, account expansion and customer retention. You get to serve as the primary health plan point of contact for overall and day to day service delivery.

Gain "trusted advisor" status with key health plan stakeholders (managers, executives, medical management, C-Level) becoming customer go-to person related to behavioral health services and programs; fostering an environment of trust.

Develop and cultivate multi-level vertical and horizontal strategic partnerships that lead to enterprise-wide visibility and understanding of Ontrak,Inc. value proposition and as a result, enhance retention and expansion of Ontrak's contracts across existing health plan accounts.

MORE ABOUT THE DAY TO DAY OF THIS ROLE

Effectively Manage: You will manage the day to day interfaces, support and interactions with health plans across their national, regional and local enterprises while managing complex customer matrixes and competing stakeholder priorities.

Identify, Develop and Execute: Expand Ontrak,'s business within existing accounts; expand Ontrak offering within existing accounts to include new geographies and/or lines of business.

Create Value: You will work with our customer's and Ontrak value by gaining understanding of current and next stage customer needs and recommending new solutions to internal Ontrak stakeholders including Marketing, Analytics, and Product Development.

Investigate, Research, and Resolve: Any issues presented by the customer; analyzes trends, develop customer specific solutions in collaboration with cross-functional teams.

Triage and apply critical thinking skills to troubleshoot customer issues, determining root cause and providing timely resolution for coordination, scheduling and presentation of monthly and Quarterly Business Meetings (QBRs) with assigned health plan customers, including finalization of deck and support materials; reviews financial and clinical outcomes, ensures customer understanding, problem solves and finds opportunities to increase Ontrak presence. Ensure key customer stakeholder attendance at quarterly health plan/Ontrak Joint Operating Committee meetings.

Be Involved at the Highest Level: You have the opportunity to coordinate, schedule and present monthly and Quarterly Business Meetings (QBRs) with assigned health plan customers, including finalization of deck and support materials; reviews financial and clinical outcomes, ensures customer understanding, problem solves and finds opportunities to increase Ontrak presence. Ensure key customer stakeholder attendance at quarterly health plan/Ontrak Joint Operating Committee meetings.

Facilitate: Ease and assist cross-functional teams focused on account strategy development, including identifying and prioritizing gaps, evaluating options and collaborating on stakeholder priorities and key market drivers.

Advise: Through consultative, collaborative and open dialogue lead and facilitates internal/external customer meetings and communication to ensure customers are well informed and knowledgeable about Ontrak program results, outcomes, new products and service offerings.

What You Bring to the Table: (REQUIREMENTS)

  • Bachelor's Degree. In lieu of degree, equivalent education and/or experience may be considered.

  • 3-5 years working in health care services and managing relationships.

  • Demonstrated experience in project management.

  • Demonstrated ability to interact and maintain presence with vendors and customers.

  • Clinical Program Management experience within a health plans, pharmaceutical or clinical research environment.

  • Demonstrated knowledge of payor contracting and revenue models including Value Based Payments and Fee for Service.

  • Health Care consulting, sales, account management

PREFERRED

  • Proficient in technology applications especially Microsoft Office applications (Word, Power point, Excel, PowerBi, Visio)

  • Experience with Lean, Six Sigma, Design Thinking and Kaizen

  • Project Management Professional certification

All work from home opportunities require:

  • A quiet, private, distraction-free home office work environment

  • A reliable high-speed internet connection (cable, DSL, or fiber) with speeds of at least 10Mbps download and 5Mbps upload

  • Background check clearance

In addition to, the requirements above, we seek those who can champion the following Ontrak, Inc Values:

Integrity: Ontrak is built on a solid foundation of unwavering ethics, transparent communications, honoring our commitments and always striving to do what's right.

Member Focus: We commit to improving each member's total health and well-being, delivering care with compassion, and rooted in agility, innovation, determination, and grit.

Innovation: Through creativity and ingenuity, we continuously develop novel solutions to critical problems that improve healthcare for all of those we serve.

Excellence: We persistently strive for greatness with tenacity and resilience, holding ourselves accountable to consistently exceed expectations for each of our valued constituents.

Teamwork: We foster an environment that enables collaboration, diversity, and inclusion, empowering each team member to boldly make impactful contributions to the company's greater mission.

ABOUT US

Ontrak, Inc. is making a positive impact on people's lives every day. We use predictive analytics to identify health plan members with unaddressed behavioral health conditions that worsen chronic disease, then engage, support, and guide these members to better health with a personalized, human-centered approach. This has led us to where we are today: growing fast and saving lives as we do.

To support our explosive growth, we're looking for compassionate, hard-working, empathetic leaders to join our team. If innovating in the field of patient care is something, you are passionate about, we encourage you to join our mission to improve the health and save the lives of as many people as possible.

Impact lives in so many ways

You'll be an integral part in supporting people coping with their unique life challenges. Every member of the Ontrak team contributes to accomplishing our goals and upholding our people-centric values.

The new face of mental health

Our model is research-based, and we are invested in staying on the leading edge of treatment. You'll help us break down barriers and stigmas associated with mental health.

Excellent compensation

In addition to a competitive wage, we offer comprehensive benefits including medical, dental and vision insurance; a 401(k) plan; paid holiday, vacation and sick time; flexible spending accounts or health savings account; Basic Life/AD&D, disability insurance, Employee Assistance Program, pet insurance; employee discount and more.

Ontrak, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Notice to candidates: Please visit our fraud alert to protect yourself from scams targeting job seekers: https://www.ontrak-inc.com/fraud-alert.html



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Customer Experience Manager (28051)

Catasys, Inc.