PatientIQ

Patient Coordinator

• Respond to inbound support inquiries from clinical users via phone, email, and chat in a timely and professional manner
• Troubleshoot platform issues, escalating complex technical problems to the appropriate internal team
• Document all support interactions accurately in the ticketing system (HubSpot)
• Identify recurring issues and surface patterns to the Customer Support lead for process improvement
• Support onboarding of new clinical users by answering questions and guiding them through the platform
• Maintain a deep understanding of PatientIQ's products to provide accurate, confident support

Patient Outreach Coordinator

Growth Marketing

• Own the full NRR and expansion ARR targets for PatientIQ — the primary commercial metric for this role.
• Lead three teams: CS Enterprise (health systems, new strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (Provider, MedTech, Societies).
• Carry and manage personal expansion quota; build and administer CSM-level expansion incentive plans tied to ARR growth.
• Own the Strategic Account Program for named accounts — executive relationship management, multi-year expansion planning, and EBR cadence.
• Build the CS-as-revenue operating model: playbooks, tooling, metrics, and team structure that treats CS as a growth engine, not a cost center.
• Partner with the VP Provider Sales in a commercial pod model — aligned coverage of Enterprise and Specialty accounts from sale through expansion.
• Drive the Enterprise/Specialty Practice bifurcation to full execution: differentiated service models, CSM ratios, and segment-specific expansion plays.
• Develop and retain a high-performing team — coaching (CS Enterprise), (CS Specialty), and (Outcomes Research & Registries).
• Oversee FY2027 headcount plan and capacity modeling.

Vice President of Customer Growth

Manager

• Manage, mentor, and support the EHR Integration Team, fostering professional growth.
• Ensure appropriate team capacity planning and scheduling to support new integrations and conversions.
• Oversee performance of Time to First Value and NPS KPIs, implementing strategies to achieve continuous improvement.
• Provide guidance and support for complex EHR Integration projects, including EHR conversions, serving as an escalation point for risks and issues.
• Monitor progress across all EHR integrations, ensuring timely completion of deliverables.
• Oversee the installation, validation, troubleshooting, and ongoing health of PatientIQ's FHIR applications across the customer base.
• Maintain and update resources in the CRM and project management tools to support team and customer needs.
• Lead initiatives to optimize integration workflows, documentation, and tools.
• Establish scalable processes for managing multiple simultaneous integrations while ensuring consistent quality.
• Regularly report team performance metrics, capacity, and project statuses to PatientIQ leadership.
• Collaborate with cross-functional teams (e.g. Product, Sales, Customer Success) to ensure seamless customer journey experience and scoping.
• Enhance the sales-to-integration and integration-to-Customer Success handoff process for improved efficiency and information quality.
• Serve as the voice of the customer on EHR integration topics, synthesizing patterns from active integrations and surfacing actionable feedback to the Product team.
• Stay current on EHR interoperability trends to inform customer conversations and internal process improvements.

Patient Outreach Coordinator

Vice President of Customer Growth

Manager, EHR Integrations