Client Success Associate - job 1 of 3

The Client Success Associate at Privia Health is in charge of managing a portfolio of clients by ensuring top-tier account management within the DC/MD market. Key responsibilities include working closely with Operations Consultant teams, overseeing compliance completion, acting as a liaison for communication between clients and internal teams, and resolving ongoing issues. They also provide regular status updates to senior leadership and must be well-versed in the company's technological platforms.

To become a Client Success Associate at Privia Health, a bachelor's degree is preferred, along with a minimum of 2 years of healthcare experience. Familiarity with physician workflows, technical project management, and customer service in healthcare settings is highly advantageous. Strong organizational and communication skills are essential, especially given the role’s focus on liaising with different professional levels.

The work environment for a Client Success Associate at Privia Health is both fast-paced and collaborative. Working with a mix of local and national teams contributes to a dynamic atmosphere where team members are encouraged to express ideas and contribute to problem-solving. Client-facing roles require excellent communication, making it essential to foster strong relationships with healthcare providers and leadership.

The Client Success Associate plays an essential role in ensuring client satisfaction by offering exceptional customer service and support. They address client issues promptly, provide necessary updates on compliance and procedures, and facilitate communication between doctors, management, and administrative teams. Such proactive efforts significantly enhance the overall experience of physician practices partnering with Privia Health.

As the Client Success Associate at Privia Health, proficiency in various technology platforms is vital, including experience with AthenaHealth EHR and Practice Management systems. Additionally, remote workers must have a minimum of 5 MBPS download and 3 MBPS upload speeds to ensure effective communication and project management in supporting clients and healthcare providers.

To effectively manage multiple projects and maintain client satisfaction as a Client Success Associate, prioritize tasks based on urgency and impact on client success. Communication is key; regularly update clients on project statuses and any necessary changes. Use project management tools to keep everything organized and foster collaboration with team members to ensure resources are effectively allocated.

In a challenging client situation, it's important to demonstrate problem-solving skills and emotional intelligence. Discuss the issue, the steps you took to resolve it, and how you communicated throughout the process. Emphasize how your approach helped rebuild trust and ensure the client felt valued and understood.

Maintaining strong communication with clients and internal teams involves establishing regular check-ins, using clear and concise language, and actively listening to concerns. Utilize various communication channels, such as emails, meetings, and project management tools, to keep everyone informed and engaged. Adapt your communication style to fit the preferences of your audience while ensuring transparency.

In a fast-paced environment, staying organized can be achieved by using digital tools like task management software and maintaining updated to-do lists. Prioritize tasks based on deadlines, the level of impact on clients, and upcoming meetings. Regularly review goals and workload to adjust priorities as needed, and don't hesitate to delegate tasks when appropriate.

The most important qualities of a successful Client Success Associate include strong communication skills, empathy, technical proficiency, and an ability to remain organized. Being client-focused and responsive allows for the development of strong relationships, while the ability to navigate technical platforms increases efficiency in resolving issues that arise.

Onboarding a new client involves several steps: first, establishing communication to understand their specific needs, then guiding them through our processes and technology platforms. Schedule meetings to set expectations and provide training on systems like AthenaHealth. Continuous follow-up is crucial for addressing questions and ensuring a smooth transition for the client.

Compliance is crucial in a Client Success Associate's responsibilities, as it ensures that clients meet necessary healthcare regulations and standards. Acknowledge the importance of supporting clients through compliance requirements by coordinating with various stakeholders and providing clear communication about the processes involved. The goal is to eliminate obstacles for clients while maintaining high standards.

Handling dissatisfaction involves active listening to understand the client's concerns and perspective. Respond empathetically and assure them you're committed to resolving the issue. Analyze what went wrong, propose actionable steps to rectify the situation, and follow up regularly to ensure that the client feels valued and understood moving forward.

Utilizing technology to improve client success involves leveraging platforms like AthenaHealth for training and EMR assistance, using reporting tools for transparency in operations, and project management software to track progress. Emphasizing the usage of technology helps streamline processes, enhances communication, and ultimately delivers better service to our clients.

Faced with tight deadlines, prioritize based on urgency and allocate resources accordingly. Develop a clear plan and communicate with all stakeholders involved, ensuring that everyone is aligned on expectations. Embrace flexibility to adapt to any changes and keep the client informed throughout the process to alleviate any concerns they might have.