Company Description

This is an exciting opportunity in a fast-paced, growing digital health startup.  The Clinic by Cleveland Clinic, a joint venture between Cleveland Clinic and Amwell, was launched in 2019 to unlock access to the world's best healthcare expertise so no one is left behind.  This startup company's initial focus is transforming the $5 billion global second opinion market, with additional digital health solutions in development.  The Clinic offers virtual care from Cleveland Clinic's highly-specialized experts through Amwell's leading-edge digital health technology platform. 

Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education.  U.S. News & World Report consistently names Cleveland Clinic as one of the nation's best hospitals in its annual "America's Best Hospitals" survey.

Amwell is a leading telehealth platform in the U.S. and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care.  Amwell solutions are used by 240 health systems and 55 health plan partners, covering over 150 million lives.

The position is remote.  The role reports to the SVP of Sales.

Brief Overview:

We are looking for a dynamic, influential leader to drive the growth and retention of key client relationships, including health plans, care navigators, employers, and select international partnerships.  The Director will be responsible for leading the Client Success team to ensure the successful implementation, delivery, and uptake of contracted clinical services, as well as playing a lead role in upselling additional services.  Key measures of success include utilization of solutions, client retention, revenue growth and customer satisfaction. 

The role requires a combination of strong strategic and hands-on operational task management skills, including account management, goal setting, plan execution, relationship development, communications, and product knowledge.

A strong background in healthcare sales, preferably with health plans, brokers, and employers, is critical.  Experience with demonstrating value and differentiators, member engagement, employee and member benefits, and taking new products to market are essential. 

Core Responsibilities:

  • Lead and motivate the client success team to grow and retain client relationships.
  • Flawlessly execute client implementations
  • Create and execute annual account plans, including goals for sales growth, utilization, ROI, and customer satisfaction
  • Accurately forecast and track both revenue and utilization targets – both at the client and aggregate level
  • Collaborate with Business and Clinical Operations on data analytics to demonstrate program value
  • Partner with Sales, Marketing, and Product to ideate opportunities to increase member engagement and improve the member experience.
  • Manage client audits as needed
  • Assist Sales with major strategic new sales opportunities
  • Ability to travel, as needed
  • Demonstrate service excellence 

Qualifications:

  • BS/BA in business, healthcare, computer science or equivalent; advanced business or health degree strongly encouraged
  • Minimum 10 years of experience in healthcare account management, sales, and/or professional services with deep experience working with health plans and/or health systems.
  • Established track record of delivering, managing and implementing healthcare services
  • Deep understanding of payer and employer market segments along with care management companies (including reimbursement and regulatory)
  • Ability to communicate and engage at the executive level with strategic partners
  • Strong planning and organization skills
  • Comfortable working and lead in a fluid, and fast-paced start-up environment.  Not afraid to roll up your sleeves to achieve success.

Additional information

Working at The Clinic:

This Clinic is a partnership between American Well and Cleveland Clinic, where the two parent organizations founded the company on the mission of ‘To make it easier for patients to get the best care by aligning world-class clinical expertise with innovative digital technology.’ The vision for The Clinic is to unlock access to the world’s best healthcare expertise so no one is left behind. We are a group of visionaries defining and realizing the global possibilities of digital health. We believe in: patient centricity; being bold, daring, and decisive; having a passion to win; teamwork and collaboration; transparency and trust. The pace is fast, the work rewarding and the outcomes, deeply satisfying.

Benefits

  • The Clinic offers a competitive benefits package that includes health, dental, and vision insurance, paid holidays, and paid vacation.
  • Remote work

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