Responsibilities:
- Drive discussions and resolve operational frictions and Client relations matters in a timely manner. Escalate and/or report complex matters, as appropriate.
- Lead regular strategic reviews that map technical delivery to the client’s business outcomes.
- Build strong relationships with Client business leaders in Claims, Quality, and Member Experience.
- Monitor boundaries between contract inclusive support and new scope by validating needs and, when needed, pivoting the requirement to a Change Order to protect profit and loss.
- Collaborate with cross-functional teams, such as Customer Success, to manage billable hours and prevent over-servicing that requires non-billable hours.
- Collaborate with Sales to Identify and qualify opportunities of expansion.
- Identify opportunities for cross-selling and upselling within existing accounts. Lead the contract renewal process and maintain a high Net Promoter Score (NPS) across the payer sector.
- Provide regular reporting and analyses to leadership on Client status and account health.
- Ensure solutions remain market-fit and gather field intelligence to help Executives validate that product evolution matches shifting client requirements.
- Keep up-to-date on industry and market trends to drive Client discussions and inform product development.
Requirements:
- 8+ years experience in account management, product management and/or equivalent experience working with or for Payers (Health Plans).
- 1+ years of people leadership or people management experience, preferred.
- Post-secondary education in Business or related field and/or equivalent relevant work experience.
- 8+ years experience in account management, product management and/or equivalent experience working with or for Payers (Health Plans).
- 1+ years of people leadership or people management experience, preferred.
- Post-secondary education in Business or related field and/or equivalent relevant work experience.
- Exceptional verbal and written communication, experience in translating technical matters to non-technical audiences.
- Demonstrated ability to develop strong relationships with Clients, vendors and cross-functional teams.
- Ability to drive results autonomously and demonstrate ability to assess complex matters and escalate accordingly.
- Understanding of regulatory bodies such as CMS and their business impact on Payer organizations.
- Functional knowledge of healthcare interoperability and FHIR standards.
- Experience leading Executive Business Reviews (QBRs) that move beyond technical status updates to focus on strategic business value.
Additional Information:
- Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices.
- This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.
Skills Required
- 8+ years of experience in account management, product management, or equivalent experience working with or for payers or health plans.
- 1+ years of people leadership or people management experience.
- Post-secondary education in Business or a related field, or equivalent relevant work experience.
- Exceptional verbal and written communication skills, including translating technical matters to non-technical audiences.
- Demonstrated ability to develop strong relationships with clients, vendors, and cross-functional teams.
- Ability to drive results autonomously and assess complex matters, escalating appropriately.
- Understanding of regulatory bodies such as CMS and their business impact on payer organizations.
- Functional knowledge of healthcare interoperability and FHIR standards.
- Experience leading Executive Business Reviews or QBRs focused on strategic business value beyond technical status updates.
What We Do
Smile Digital Health (doing business as Smile CDR Inc.) specializes in delivering fast, secure, compliant data infrastructures as a service to enable and empower interconnectivity for data-intensive sectors such as healthcare. We are a solutions platform helping organizations like governments, researchers, health systems, healthcare providers, and app developers build connected health solutions and products by leveraging our core expertise in health data and HL7 FHIR. Our flagship product, Smile CDR, is the world’s first FHIR-based clinical data repository (CDR) as a service. Smile CDR is a high performance and secure solution built on the principles of Privacy by Design. Flexibility is a hallmark of the service as it can be hosted in the cloud or on-premises depending on your needs. The design was strongly influenced by real-world experience in both the jurisdictional and organizational setting. Smile CDR provides a rich set of features and capabilities including: -Multiple FHIR versions -FHIR Profiles -Full text indexing of clinical records -Type ahead search functionality -FHIR, HL7v2 and custom ETL for data input -Federated identity and identity provider functionality -International character locale support -Terminology services -Auditing -Smart on FHIR support -Rapid deployment -Extensive administrative tooling Leveraging more than 40 years of experience in building enterprise-class systems, our team includes experts in building integrated healthcare systems including FHIR-based solutions such as HAPI, e-prescriptions and other e-health solutions. We were motivated by the need to improve upon existing options for sharing health data within and across organizations. Smile CDR is the maintainer of HAPI FHIR, the prevailing open source reference implementation of FHIR worldwide
