Customer Success Associate, Value Based Care - Iowa - Clover Health

Clover is reinventing health insurance by working to keep people healthier.

Clover Health's Value-Based Care (VBC) team is transforming healthcare by moving from fee-for-service to a value-based model. Partnering with Counterpart Health, we aim to expand beyond New Jersey to all 50 states. This approach focuses on high-quality, coordinated care to improve patient outcomes and manage costs while fulfilling our mission to enhance lives.

As an Associate in Customer Success on the Value-Based Care Team, you will play a pivotal role in ensuring client satisfaction and effective utilization of our product. You will be the primary liaison between clients and internal teams, coordinating workflows, training, and ongoing support to foster strong, consultative relationships with practices and clinicians. This role is remote but candidates should be based in Iowa and able to regularly travel to customers. 

In this role, you will:

• Work with implementation teams to coordinate client workflows and training needs
• Provide initial and ongoing product training to clients
• Build strong, consultative relationships with practices, conducting regular reviews with clinicians to address product updates and ensure customer delight
• Schedule, prep and lead client engagement meetings and promptly respond to ongoing needs.
• Identify areas of focus for clients to drive results
• Maintain thorough notes of client communications and requests, ensuring timely follow-up.
• Maintain up-to-date knowledge of Clover/CPH Assistant features and best practice workflows to drive adoption.
• Monitor client performance and report both internally & to client
• Provide customer feedback to the internal Clover teams ( Product, Operations, other)
• Demonstrate a solid understanding of product features and how providers are expected to interact with the product - in essence, be an expert user of the product.

Success in this role looks like:

• Successfully maintaining strong, consultative relationships with practices and clinicians, demonstrated by user engagement and effective issue problem solving.
• Effectively training clients on product features and workflows, resulting in high levels of product adoption and utilization. Monitoring client performance and reporting should indicate consistent, efficient use of the product.
• Demonstrating the ability to identify areas of focus and proactively address client issues using data and influence. Feedback provided to product teams resulting in product or operational improvements that benefit the client experience.

You should get in touch if:

• You possess 2-3 years of value-based care knowledge and experience
• You have experience implementing operational or technological projects in a healthcare setting
• You have 5+ years of project management experience 
• You are able to build and maintain rapport & good relationship
• You are both detail and process oriented
• You are open to frequent travel (up to 40-50% initially)
• Background working in healthcare industry, ideally 3-5 years on the provider side 
• Ability to utilize data & reports to identify trends and proactively intervene.
• Demonstrate provider empathy to foster trusting relationships between Clover and the practices using Clover Assistant.
• You are a strong communicator and able to influence behaviors to help drive desired outcomes.
• You have experience establishing strong relationships with healthcare providers and office staff, and/or you have worked in a primary care practice.

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Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.