Engagement Advisor

About the role

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love.

We are seeking a mission-driven Engagement Advisor, Professional Services who must demonstrate a deep understanding of our cloud-based, clinical platform and have excellent relationship management skills. You'll work directly with physician-owned primary care practices, helping them achieve their goals. The right candidate will have a desire to problem solve, effective customer interaction, attention to detail across multiple projects and a great attitude. This role will require meeting virtually with customers on a weekly basis. This is a remote-based position.

Responsibilities

• Manage simultaneous onboarding projects at one time, balancing priorities of business results, customer satisfaction, and technical quality. This includes collaborating and being an asset to multiple teams such as Data, Customer Success, Technical Implementation and Support to create a streamlined and cohesive approach that allows customers to get successfully onboarded.
• Proactively contact and virtually meet customers to manage a positive transition from the sales team by building strong relationships with Elation customers, actively seeking the "why" behind our customers' asks to ensure we address their issues and meet their goals
• Develop and maintain positive business relationships with the Sales organization at all levels to facilitate sales growth and to ensure smooth and timely starts for the customer
• Proactively identify customer needs, challenges and expectations as well as seek out opportunities for process improvements internally.
• Own all project outcomes and delegate tasks on the project to team members, setting targets for milestones and adhering to deadlines; adjusting schedules and targets on projects as needed
• Use data and reports to identify trends within your customer base. Use this data to create scalable touchpoints and engagement that ensures your customers are successful in using the Elation platform to achieve their goals
• Collaborating with Customer Success and Support when indicated to problem solve for onboarding customers
• Required to be on-call 2-3 weekends per year for urgent customer support
• Demonstrate a passion for solving big, challenging problems in healthcare and working with primary care providers to lower cost and deliver better patient outcomes.

Qualifications

• Bachelor's degree or equivalent
• 2-3 years of experience in a customer-facing onboarding or customer success role
• 1-2 years of experience in Project management
• 1-2 years of hands-on primary care billing and revenue cycle management experience in a physician practice setting
• Highly collaborative, organized, and execution-oriented with strong presentation skills
• Strong desire to build relationships with your customers and serve as an advisor of their onboarding process
• Exceptional written and oral communication skills that display professionalism
• Process-oriented mindset with a high level of attention to detail
• Ability to work with a large customer base and engage with your book of business by deploying strategic technology.
• Experience in healthcare or SaaS is a benefit. Interest in healthcare is required.

Salary

$90,000- $105,000 USD

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation's mission of helping independent primary care thrive.