Hospital Account Representative

2 weeks ago

North Ryde, Australia uPaged Full time

**Hospital Account Representative JD**

Created January 23rd, 2023

We’re uPaged, and we are shaking up the way nurses, doctors and allied healthcare workers source casual shifts, and how hospitals and healthcare facilities fill gaps in their contingent workforce. uPaged is the first online marketplace of its kind in the world, connecting the healthcare workforce in a more informed and meaningful way.

Inspired by Amazon and its marketplace, by Uber for its convenience, and by Hinge for the informed decision making it enables, we call it uPaged, because in healthcare, you only page the specialists.

We are based in Darlinghurst, Sydney, and enjoy working alongside a fun and awesome crew of talented, highly self-motivated and driven humans, who share a passion for technology and shaping the future of healthcare service delivery in Australia.

About the role:
Your mission: to convert hospitals and aged care facilities who have just joined uPaged into paying customers as quickly as possible, and to ensure their service needs continue to be met.

Your remit will cover 2 main areas:

- **Onboarding**: (50% of the role) - working with our Hospital Sales Representative to onboard new hospitals and aged care facilities by conducting remote training and in-facility demonstrations to show hospital workforce managers how to use our cool tech - how to list vacant shifts and term contracts, how to invite nurses to

shifts, how to cancel shifts and applicants, how to sign off timesheets, how to give post-shift feedback and make the best use of the uPaged platform, its services and products.
- **Account Management**: (50% of the role) - providing these customers with ongoing service, support and opportunities to increase their use of uPaged to maximise retention, cross-sell and upsell opportunities within their facility so uPaged is used by every possible department within a healthcare organisation.

You will develop robust and loyal relationships with customers so our service is deeply embedded into the organisation. You will work with our Data Analyst to review shift data for our hospitals and use that to forge discussions around change with our customers and educate them to make the best use of our marketplace.

As a member of the Growth Team, you will work most closely with our people in Sales,
Business Intelligence and Data Analysis, Marketing, Talent Service & Support, the Head of
Growth, and the CEO.

What you will do:

- onboard new facilities to the platform
- conduct product demonstrations
- perform training
- conduct monthly customer check-ins and quarterly customer reviews to proactively ensure usage continuation and compile usage reports for your customers
- gather feedback from customers for case studies, product improvements and enhancements
- solve customer problems, troubleshoot issues and provide technical support for our customers
- monitor customer usage to identify any service dropouts and remediate them immediately
- follow up with facility managers to ensure timesheets are signed off so nurses can be paid
- ideate and work with marketing to develop new collateral to support account management
- keep abreast of industry trends to identify new opportunities
- compile monthly reports on your activity and sales achieved for internal reporting, and
- work with our data analyst to craft intelligent insights to share with our customers.

You are tech-savvy.

You have a track record of success in hospital and healthcare account management, building relationships with healthcare workforce managers, and procurement, in public and private hospitals, aged care facilities and healthcare organisations.

A nursing, healthcare background or healthcare recruitment agency experience is a bonus, as is an understanding of healthcare workforce issues in public and private hospitals.

You have a sense of urgency about the work to be done. You are highly self-motivated and love a challenge.

The phone is your friend - you love talking to people, chatting through issues, and solving healthcare workforce challenges.

You:

- are passionate about nurses and helping them find brilliant employment opportunities with hospitals that respect their skills and experience
- are single-minded about providing exceptional ongoing after-sales service
- are empathetic and professionally respectful and have an informative communication style
- find creative problem-solving fulfilling and challenging
- thrive in a dynamic, collaborative environment and you’re comfortable with ambiguity
- are self-motivated and eager to learn, even if that means self-paced and self-initiated learning
- adapt quickly to changing priorities and customer needs
- use your initiative over instruction - ie: when there’s a problem, you crack on and do your best to find a solution
- see the bigger picture and connect the dots between sales, customer experience and our other business areas

Skills You Need:
In order to be successful in this role, you will demo

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