Senior Manager, Client Success (Hybrid)

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

The Opportunity

Join us in tackling healthcare for rural America! We’re seeking a Client Success Manager who is passionate about having a positive societal impact, and for using technology for good – solving issues of health inequity for communities that have been perennially underserved.

As we expand our reach and impact in rural America, we seek an experienced Senior Manager, Client Success to lead our relationship with our payer clients in Minnesota.  This position is responsible for building and maintaining strong relationships with health plan clients, ensuring their satisfaction, and helping both them and Homeward achieve our strategic objectives.  This role is critical to our success in the Minnesota market and spans being a trusted advisor, project manager, product expert, coach to other team members, and more.  This is a cross-functional role that partners across internal Homeward teams to provide excellent service for our clients. 

The ideal candidate is excellent at building relationships, managing the demands of complex payer partners, and knows how to effectively communicate with internal and external stakeholders. We are looking for an individual who can effectively balance their client needs with internal resources to drive high customer satisfaction and drive value-based care outcomes year after year.   This person must demonstrate strong relationship skills, excellent organizational skills, and have expertise in health plan goals, strategies, and operations.  The ideal candidate will also help contribute to best practices and be open to evolving responsibilities as our team grows.

What you’ll do:

• Ensure client satisfaction: lead the relationship with assigned health plan clients; drive client satisfaction, retention, and expansion; drive value-based care outcomes that meet the needs of the client and Homeward, and pave the way for executive relationships to drive sticky partnerships, formal partnership structure
• Drive value-based care outcomes: Proactively address payer needs, priorities, goals, challenges and strategies, across benefit design, performance metrics, technology infrastructure, provider contracts, and other partnerships.
• Expand client relationships: Understand the broader needs of the client and leverage your expertise around Homeward’s solutions to broaden and deepen client engagements
• Advocate for client needs within Homeward: Leverage cross-functional partnerships to deliver solutions that achieve value-based care outcomes

What you bring:

• 5+ years of experience in account management with payers
• Able to build relationships at all levels as a trusted and respected thought partner
• Deep expertise in payer needs and challenges from both strategic and operational lenses
• Track record of managing large-scale projects and leading cross-functional  teams
• Strong understanding of the healthcare industry, particularly value-based care models 
• Able to effectively navigate complexity using data and information to solve problems.  Able to ask the right questions, accurately analyze situations, acquire data, and uncover root causes.
• Excellent leadership, communication, and interpersonal skills
• Ability to drive impact in a dynamic and fast-paced environment

Bonus Points:

• Experience working within a health plan, especially in government markets
• Experience with technology-enabled provider models

What Shapes Our Company:

• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
• Nurturing a diverse workforce, with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!

Benefits:

• Competitive salary, equity grant, generous paid time off
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
• Company-sponsored 401k plan
• Flexible working arrangement
  
  

Salary: $115,000 - $140,000 annually. Salary is based on qualifications, experience, skillset, and location.

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.