Client Advocate

The Client Advocate plays a critical role in ensuring HMG clients remain loyal and satisfied by ensuring best-in-class service. This person is responsible for overseeing a portfolio of clients to ensure their service needs are handled timely and efficiently. The Client Advocate represents the client's voice within HealthMark, making sure decisions are made with the full understanding of the client's impact.  Client Advocate acts as a liaison between clients and cross-functional teams to ensure a successful delivery of contracted Release of Information services and expedite resolution to any issues or concerns. They know, manage, and nurture clients to maintain a high degree of satisfaction and engagement by consistently demonstrating the value and impact of HealthMark’s services.  

This role will be measured by the completion of role requirements, individual success metrics, and client retention and satisfaction. 

• Serve as your client’s official liaison so their needs are quickly heard and addressed. 
• Know your clients’ needs and expectations for success, and what matters to them to build trust, keep them happy, and turn them into HealthMark loyalists. 
• Expedite client issues to mitigate friction or noise that negatively impacts their work.  
• Keep clients informed of relevant HealthMark educational information/tips to demonstrate knowledge and enhance our reputation as leaders in the industry 
• Manage and track client satisfaction in HubSpot to prevent dissatisfaction or loss of account 
• Document and track all client meetings, critical conversations, and client reported issues in HubSpot to ensure proper follow up, identify trends or areas for improvement 
• Document all actions taken by you on a request for information in MedRelease to ensure transparency  
• Be highly knowledgeable of MedRelease and EMR request routing to optimize client's usage of our services 

• College degree or at least 3 years of experience working with client accounts 
• Effective communication skills (verbal and written) that demonstrate a high degree of professionalism and positivity  
• Expert in cross-functional collaborations and communications to ensure strong working relationships, expedite problem-solving, and find opportunities for shared improvements 
• Strong organization skills; able to shepherd the right resources to ensure timely and successful completion of onboardings and projects  
• Open to coaching and feedback to ensure you are growing and thriving in the role 
• Self-sufficient and disciplined; able to work independently and with an eye on individual and team goals 
• Able to stay positive and measured when faced with challenges, systematic in your work to keep clients happy, and eager to learn 
• Knowledgeable of Microsoft applications including Excel; ideally experience with a CRM  
• Ability to travel 10% for in-person client meetings and Company or team-mandated events

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.

This role does or may require regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must demonstrate a strong understanding of confidentiality requirements, adhere to all HIPAA regulations and organizational privacy and security policies, and report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team. This position requires timely completion of all required company-sponsored and regulatory training programs