Job Description

Marketplace Partner Liaison

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

The Marketplace Partner Liaison is assigned specific Network Members and supports each with a variety of customer service-oriented duties ranging from initial onboarding through the life of the membership.  The Partner Liaison is focused on ensuring the member’s experience and expectations are met timely and successfully by providing resolution and answer to member inquiries and/or issues.  The Partner Liaison will also serve as a conduit for escalation, should it be necessary, as well as provide valuable insight to the products and services team through "voice of the customer" feedback sessions.

Job Responsibilities

20%|   Creates sustainable and measurable value to members that results in retention.  Develops member satisfaction goals and creates mechanisms, in conjunction with fellow team members, to measure result.

20%|  Assists with developing service-oriented policies and procedures.  Creates and continuously updates member profiles (includes key contacts, hours of operation, intake process, after hours process, utilization of products and services, etc.).

20%|  Frequently communicates with network members, responds to inquiries and owns process of driving inquiries to closure or resolution.  Tracks and trends any member issues and communicates and/or escalates to VP of Network Operations or additional appropriate team members.

20%|  Evaluates and/or identifies any additional Marketplace services or products to help advance the business objectives of network members.  Participates in "Voice of the Customer" feedback sessions with product and operations teams to communicate such information.  Will support the timely and successful delivery of Marketplace solutions according to members needs and objectives

20%|  Utilizes Salesforce and other platforms as main source of communication between network members as well as Marketplace team. Cross trains to Cancer Concierge role to provide support as needed to deliver a seamless and exceptional patient experience.

Skills, Education and Additional Information

Required:

  • 2-4 years of experience in a service-oriented industry, preferably healthcare, with a successful track record for customer retention and/or up-selling.
  • Solid understanding of the customer journey process and idea-driven toward the improvement of existing strategies and services.
  • Excellent communication skills, including the ability to problem solve independently in a customer service environment.
  • Demonstrated ability to build strong business relationships.
  • Detail-oriented with excellent organizational, project/time management, and problem-solving skills.
  • Bachelor’s degree, preferably in Business Administration.

Preferred:

  • Previous experience with CRM software or Salesforce.
  • Previous experience in a call center environment.
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We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit:  Jobs.cancercenter.com to begin your journey.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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