Interactive Patient Care Manager

Opportunity:

A GetWellNetwork® Interactive Patient Care (IPC) Manager is expected to develop and manage the client relationship, maximize system utilization, monitor and measure client satisfaction and generate successful outcomes and metrics.  The IPC Manager is highly visible to the client as an interactive patient care expert who understands and openly communicates the application of IPC to hospital industry trends, standards and requirements. 

The IPC Manager ensures client satisfaction by driving the interactive patient care blueprint for success agenda to achieve outcomes and ultimately improve patient care.  The IPC Manager is the liaison between the customer (Patients), the client (Hospital) and the GetWellNetwork organization.

Duties & Responsibilities:

·           Develop, manage and maintain excellent relationships with all nursing staff, hospital administrators and other key client contacts; Serve as primary point of contact for the client, providing superior customer service to patients, nurses, administrators, other staff members. Actively solicit staff and patient feedback; communicate results to appropriate representatives.

·           Assist in the development and execution of strategic and outcomes achievement plans for the account; Advise client on the blueprint for success, our IPC tools and their effectiveness regarding outcomes as well as the overall usefulness of the GetWellNetwork system.

·           Arrange and conduct twice yearly key executive meetings to review the strategic plan and ROI; Educate and facilitate participation in research

·           Monitor client satisfaction and quality goals by facilitating bi-weekly, monthly and/or quarterly project status meetings with appropriate hospital representatives.  Continuously communicate updates to hospital staff regarding all aspects of the use and status of system.

·           Drive utilization of the GetWellNetwork System by conducting quarterly account review meetings pertaining to account roadmap; conduct nurse and staff training, orienting them on the functionality and use of the system; actively participate in hospital staff nursing and steering committee meetings promoting interactive patient care.

·           Monitor system utilization daily; identify and address any “hot spot” areas of underutilization; continuously work with staff to improve system utilization, as well as provide recommendations for improvement.

·           Serve as the project manager on all development, content and configuration requests for the hospital; oversee and ensure prompt resolution of operational issues/complaints.  Execute and manage the action plan for implementing features and functionality to achieve strategic outcome objectives.

·           Create, audit and maintain system content or work with the Client Innovation team to create hospital specific content.

Qualifications:

·           Previous experience working within a hospital or other healthcare environment required

·           Bachelor’s Degree required

·           Strong customer service, project management skills

·           Excellent oral and written communication skills

·           Must be willing to work evening/weekend hours as needed

·           Registered Nurses are encouraged to apply

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