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Engagement Manager

Engagement Manager

The Engagement Manager is a combination of a Business Analyst and Project Manager. This role serves as the primary point of contact with clients, overseeing both client relationships and paid engagements (ex. Onboarding new clients, paid upgrades, paid enhancements etc.). This role is designed to ensure that all client needs are met, from initial engagement through ongoing support and service enhancement.

About InfoMC, Inc.

InfoMC is a fast-paced, healthcare technology company headquartered in West Conshohocken, Pennsylvania, delivering integrated care management and population health solutions to health plans and provider organizations. Our person-centered, “whole-person care” and provider approach addresses the behavioral, physical, and social drivers that impact a member’s health and enhances the interaction between plan, enrollee, and provider. Our solutions are designed to help our customers improve quality, reduce costs, and optimize health outcomes for their population.

At InfoMC, we are extraordinarily proud of the company we're building, not to mention our continuous efforts to create a Best Place to Work culture. Our people are InfoMC's biggest competitive advantage, and we'll continue to invest in our team and people-first culture.

Responsibilities

Client Relationship Management:

· Acts as the main liaison between the company and its clients.

· Manages all aspects of the client relationship, ensuring high levels of satisfaction.

· Regularly communicates with clients to understand their needs, expectations, and feedback.

Project Management:

· Oversees client projects from inception to completion, ensuring they are delivered on time, within scope, and within budget. (ex. Implementation, Support Project, Enhancements etc.)

· Coordinates with various internal teams, including technical support and development, to ensure project requirements are clearly understood and met.

· Manages project timelines, resources, and risks, reporting status to both clients and internal stakeholders.

Service Enhancement and Delivery:

· Evaluates and approves enhancement requests based on client feedback and technical feasibility.

· Works closely with technical teams to design, test, and deploy custom solutions that meet client specifications.

· Ensures that all deliverables are of high quality and meet client expectations.

Escalation Handling:

· Manages the resolution of escalated issues to ensure timely and satisfactory closure.

Feedback and Continuous Improvement:

· Gathers and analyzes client feedback to drive continuous improvement in service delivery.

· Works with internal teams to implement changes or enhancements based on client needs and feedback.

· Monitors service delivery metrics and implements strategies to improve client satisfaction.

Documentation and Reporting:

· Maintains comprehensive documentation of client interactions, projects, and status updates in Sharepoint.

· Prepares regular reports on client status, project progress, and post-implementation satisfaction.

Skills and Qualifications

· Minimum of three (3) years of experience as a business analyst working with clinical solutions for health plans.

· Minimum of three (3) years of experience as a project manager in the healthcare payer space

· Strong interpersonal and communication skills.

· Experience in project management, client delivery and client services.

· Ability to manage multiple projects simultaneously with a focus on results.

· Technical proficiency to understand client needs and coordinate with technical teams.

· Problem-solving skills and the ability to adapt to changing situations.

Workflow Integration

· Acts as the client's voice within the company, ensuring that all departments align with client needs.

· Synchronizes with the support team to streamline issue resolution and improve client satisfaction.

· Coordinates with internal teams regularly to ensure projects and enhancements are executed according to client expectations.

Review and Adaptation

The role and its effectiveness should be reviewed periodically. Adjustments should be made based on evolving client needs and organizational goals.

This redefined role of the Engagement Manager simplifies the structure by combining key client-facing functions, increasing efficiency, and client satisfaction by providing a single, knowledgeable point of contact for all client-related activities.

Why join our winning team? We take care of our people:
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, InfoMC is the type of company where you can balance great work with great life.

We believe taking care of our people is the right thing to do. Benefits available to InfoMC team members include, but are not limited to:

Excellent earning potential with qualifying annual bonuses
Remote work opportunity
Comprehensive medical, dental and vision coverage
Training and resources for personal and career growth
Monthly and quarterly social gatherings
Life Insurance, Short and Long-Term Disability
401(k) Retirement Savings Plan
Paid Holidays and Vacation

InfoMC is a proud Equal Opportunity Employer. We are committed to embracing diversity and inclusion in our hiring practices and our employees' experience. We celebrate all cultures, backgrounds, perspectives and experiences and know that we can only become better together.

Job Type: Full-time

Benefits: