Director, Implementation and Client Services

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Employer Provided Salary: 145,000-175,000 Annually
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Garner's mission is to transform the healthcare economy, delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and data-driven insights, we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well, not performing more procedures. We are backed by top-tier venture capital firms, are growing rapidly and looking to expand our team.

We’re looking for a Director, Implementation and Client Services to lead the implementation and client services teams and ensure client service goals are met.  The successful candidate is responsible for redesigning and maintaining the implementation workflow, building a client services team and workflow, managing client inquiries and maintaining relationships with key stakeholders across the business. This role reports to SVP, Account Management.


Responsibilities will include:

  • Lead and manage the implementation and client services teams, providing strategy, training and guidance for new implementations 
  • Develop and execute implementation and client service workflows and templates to ensure consistency and quality across teams
  • Design client onboarding, including training and education to establish client satisfaction
  • Establish and maintain relationships and collaborate with key internal stakeholders (product, engineering, feeds, concierge, claims, marketing, sales, etc.) to ensure  alignment and delivery of high quality service that meets client's needs 
  • Lead a team to respond to client inquiries, feedback and concerns in a timely and professional manner
  • Track implementation and client services metrics and provide regular updates and data driven recommendations to leadership


Ideal candidate has:

  • 7+ years of client implementation, product/service implementations and/or experience within digital health space, ideally a fast-growing start-up 
  • 5+ years of building and leading implementation and/or client services teams
  • Experience within health plans, insurance, healthtech or consulting space is highly desirable
  • Proven track record of designing and improving strategies, translate them into initiatives and track successful delivery including client implementation, onboarding and client issue triage processes to increase efficiency and client satisfaction
  • Knowledge of Zendesk and other customer service software and systems is highly desirable
  • Ability to work, stay organized and hold team accountable in a fast paced, ambiguous environment with multiple competing priorities
  • Excellent communication, problem solving and organizational skills
  • Project management experience is highly desirable
  • A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
  • Experience working in a rapidly evolving startup environment 
  • A desire to be a part of our mission to improve the U.S. healthcare system


What we look for at Garner:

  • Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
  • Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
  • Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them. 
  • Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way. 


The target base salary range for this position is: $145,000- $175,000. This position is also bonus eligible. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans.

 

Garner Health is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

 

Garner Health is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]

 

Beware of job scam fraudsters! Our recruiters use getgarner.com email addresses exclusively. We do not post open roles on Indeed, conduct interviews via text, instant message, or Teams and we do not ask candidates to download software, purchase equipment through us, or to provide sensitive information such as bank account or social security numbers. If you have been contacted by someone claiming to be a Garner recruiter or hiring manager from a different domain about a job offer, please report it as potential job fraud to law enforcement here and to [email protected]

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • JupyterFrameworks
    • Node.jsFrameworks
    • RedshiftDatabases
    • WordpressCMS
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • ZohoCRM

Location

Stroll through Soho and you'll find cast-iron buildings, cobblestone roads, the occasional celeb and hordes of tourists shopping up a storm. But that doesn't mean this neighborhood is all played out; there's plenty still to discover!

An Insider's view of Garner Health

How would you describe the company’s work-life balance?

Building a product from scratch, you can expect your workday to be more hustled than at a larger organization. However, the team here has created a culture that not only respects but also encourages us to set boundaries and ensure that working stays an enjoyable and fulfilling endeavor.

Adam

Data Product Manager

What projects are you most excited about?

The average American spends thousands of dollars a year on healthcare, yet they have no way of understanding the cost or quality of the services rendered. It is exciting to work on a platform that is making physician transparency a reality, empowering patients to take a more active and well-informed role in their healthcare decision-making.

Rohan

Business Strategy

What makes someone successful on your team?

Caring. At the end of the day, we're all working on a product that directs real people to care that will affect their quality of life. In order to succeed at delivering a meaningful product, we need to care deeply about the mission and think critically about all the decisions we make in the process.

Kevin

Sr. Data Scientist

What are Garner Health Perks + Benefits

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Health Insurance + Wellness
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Professional Development
Lunch and learns
Promote from within

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