Customer Performance Associate (Remote)

Medically Home (“MH”) is a fast-growing, technology-enabled company that was founded to make a major, positive difference in the way medical care is delivered. MH is leading this shift by providing high-quality, real-time nursing care and services along with all the necessary tools and infrastructure to safely shift advanced, acute medical care from hospitals to the comfort of the patients’ home. We are deeply committed to creating superior patient and family experiences and outcomes.

Job Description:

MH is growing its customer teams focused on deploying the Virtual Hospital model through large-scale implementations followed by multi-year software and service contracts at health systems across the US. MH is seeking an Associate - Customer Performance to join our Customer Success team. You will support strategic performance improvement projects, continuous improvement of the MH methodology toolkit, , and development of MH best practice guidance, partnering with SMEs from across the company. You will have a blend of strategic vision and tactical execution, and be passionate about driving growth and continuous performance improvement for MH clients.

Reports to: Director of Customer Performance

Key Duties and Responsibilities:

• Support the client performance review process through project management, facilitation, data analysis, and best practice identification
• Execute performance improvement projects through the investigation of client thematic performance issues and growth challenges, including data analysis, interviews, observations, and synthesis of findings.
  • Work with various internal stakeholders (product leaders, account leaders, etc.) to troubleshoot client performance challenges and facilitate recommendation development, aligning recommendations to strategic goals and growth strategies.
  • Be able to present analyses, findings and guidance to client and MH teams.
  • Integrate outcomes into MH methodologies and internal processes.
• Maintain a macro understanding of client experiences and success strategies. Synthesize knowledge into customer-facing guidance documents.
• Collaborate with Account Management leads, Analytics, and Product teams to maintain and enhance client health scorecards, including data analysis, integrity, presentation, and interpretation. Refine scorecards and priority metrics to support long-term monitoring of customer performance and identification of optimization opportunities.
• Support the MH Strategic Advisory Councils; work with MH stakeholders to confirm agenda topics, create materials, and consolidate lessons learned from each session.
• Communicate effectively with different levels of internal and customer stakeholders, presenting performance improvement findings, best practice insights, in a professional and articulate manner.
• Contribute to a culture of creative problem-solving and continuous innovation

Required Experience and Qualifications:

• Bachelor’s Degree
• 2+ years experience of consulting, strategy, process engineering, or healthcare 
• Up to 40% travel
• Innovative thinker eager to problem solving with a passion for hands-on execution
• Ability to synthesize information, identify patterns and learnings, and craft content into presentations/deliverables
• Must be comfortable working in a fast-paced environment with multiple competing priorities
• Strong written and verbal communication skills, and ability to adjust communication based upon audience
• Good organization skills and ability to multitask
• Excel (VLOOKUP, pivot tables, formulas), Visio (or other workflow tool) and PowerPoint skills required

Consistent with Medically Home’s values of serving our patients, customers, and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19, have their 1st booster against COVID-19 as well as seasonal influenza.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.