Client Advocate

About HealthMark Group

HealthMark Group is a national leader in healthcare IT solutions, dedicated to transforming healthcare administrative processes through advanced technology. Their proprietary MedRelease platform streamlines the patient information release journey with a focus on compliance and patient-centered service. Established in 2006 and headquartered in Dallas, TX, HealthMark has been recognized multiple times as one of the fastest-growing companies nationally.

Position Overview

The Client Advocate serves as the primary liaison for clients, ensuring exceptional service delivery and maintaining client satisfaction and loyalty. This role involves managing a portfolio of clients, representing their interests within the company, and coordinating with internal teams to facilitate the efficient execution of Release of Information services. Success in this position is measured by client retention, satisfaction, completion of responsibilities, and individual performance metrics.

Key Responsibilities

• Act as the official client contact to promptly address their needs and concerns.
• Understand clients’ goals and expectations to foster trust and convert them into dedicated HealthMark advocates.
• Quickly resolve issues to minimize disruptions affecting client operations.
• Keep clients updated with pertinent educational content from HealthMark to reinforce industry leadership.
• Utilize HubSpot to monitor and manage client satisfaction and preempt client attrition.
• Maintain detailed records of meetings, critical interactions, and reported issues in HubSpot for follow-up and improvement identification.
• Record all steps taken on information requests in MedRelease to ensure transparency.
• Maintain deep expertise in MedRelease and electronic medical record request routing to optimize client service utilization.

Qualifications

• Bachelor’s degree or minimum of three years’ experience managing client accounts.
• Excellent verbal and written communication skills exhibiting professionalism and a positive demeanor.
• Proficient in collaborating across departments to foster strong relationships, speed problem resolution, and identify improvement opportunities.
• Strong organizational capabilities to effectively manage resources and ensure successful onboarding and project completion.
• Receptive to coaching and committed to professional growth and development.
• Self-motivated, disciplined, and capable of independent work while aligned with team and individual goals.
• Positive, patient, and methodical when handling challenges, with an eagerness to learn.
• Familiarity with Microsoft Office applications including Excel; prior CRM experience preferred.
• Willingness to travel up to 10% for client meetings and company or team events.

Additional Information

This position may involve routine access to Protected Health Information (PHI) and sensitive client data, requiring strict adherence to HIPAA regulations, company privacy, and security protocols. Immediate reporting of any unauthorized data access or breach is mandatory. The role requires timely completion of all assigned regulatory and company training.

Note that this description outlines the primary duties and qualifications but is subject to change based on organizational needs.