1. Job Purpose
The Clinic Partnership Manager is the primary relationship owner for OKKO Health’s USA clinic partners. This role is externally focused – responsible for onboarding new clinics, managing ongoing account relationships, driving customer satisfaction, and identifying expansion opportunities across the ophthalmology and optometry clinic base.
This role ensures every clinic partner has a seamless, high-quality experience from contract signature through to long-term success, acting as the single point of contact for clinician‑facing queries, onboarding coordination, and commercial support.
The Clinic Partnership Manager works closely with the Operations Associate but operates on the opposite side of a clear boundary: this role owns the clinic relationship and customer experience; the Operations Associate owns the back‑end operational machinery and third‑party service provider oversight.
2. Duties and Responsibilities
Clinic Onboarding & Account Management
* Lead clinic onboarding end‑to‑end from contract signature through go‑live, coordinating across clinical, technical, and commercial teams
* Own the ongoing clinic relationship – serve as the primary point of contact for practice managers, billing teams, and clinical decision‑makers within ophthalmology practices
* Conduct regular check‑ins and business reviews with clinic partners to ensure satisfaction, resolve issues, and identify growth opportunities
* Manage scheduling, documentation preparation, and follow‑up for all onboarding and account management activities
* Navigate US provider dynamics – understand the role of practice managers, billing teams, and decision‑making structures within ophthalmology and optometry practices
Customer Success & Support
* Hold accountability for the quality of customer service experienced by clinic partners
* Manage customer enquiries via Zendesk, ensuring timely, high‑quality responses during US business hours or establishing clear escalation paths
* Monitor customer support performance – response times, resolution quality, and clinician satisfaction
* Identify recurring issues and feed insights back to product, clinical, and operations teams
* Maintain customer service documentation and standard operating procedures
* Escalate complex issues to appropriate internal stakeholders
Commercial Support
* Keep HubSpot CRM accurate and current – clinic leads, deal stages, activity logging, contact information, and partnership status
* Provide the commercial team with reliable pipeline visibility and partnership health reporting
* Identify cross‑sell and upsell opportunities within existing clinic partnerships
* Recognise that US clinics are commercial customers with different expectations to UK NHS trusts and adapt engagement accordingly
Billing & Reimbursement Coordination
* Ensure billing processes run seamlessly – invoices raised on time, payments tracked, discrepancies resolved quickly
* For US clinics: understand Remote Patient Monitoring reimbursement structures and how billing ties to clinical documentation and device usage thresholds
* Interface with Finance on billing‑related customer queries
Cross‑functional Collaboration
* Work closely with the Operations Associate to ensure smooth handoffs between clinic‑facing activities and back‑end operations
* Coordinate with the commercial team on clinic partnership strategy and activities
* Liaise with Clinical Operations on patient‑related escalations that affect the clinic relationship
* Support the Technical team with clinic‑side system configuration and troubleshooting
3. Qualifications
Required Experience, Skills & Knowledge
* Customer‑facing experience: 4+ years in customer success, account management, partnership management, or similar client‑facing roles
* Relationship management: Proven ability to build and maintain trusted relationships with external stakeholders, particularly in B2B or healthcare settings
* Communication skills: Excellent written and verbal communication; able to interact professionally with clinicians, practice managers, and internal teams
* Commercial awareness: Comfortable discussing pricing, billing, and commercial value with customers
* Organisational skills: Ability to manage multiple clinic relationships simultaneously without letting anything slip
* Problem‑solving: Proactive identification of customer issues and implementation of practical solutions
* Independence: Self‑motivated and able to work autonomously with minimal supervision
* Adaptability: Comfortable with ambiguity and changing priorities in a scale‑up environment
Desirable
* Experience in healthcare, healthtech, MedTech, or regulated industries
* Familiarity with USA healthcare operations, insurance billing, or remote patient monitoring
* Working knowledge of HubSpot CRM, Zendesk, or similar platforms
* Understanding of US ophthalmology/optometry practice structures and RPM reimbursement
* Experience supporting SaaS or B2B2C business models
Personal Attributes
* Relationship‑driven with a natural inclination to help customers succeed
* Proactive and takes ownership of the clinic experience
* Collaborative team player with strong stakeholder management skills
* Resilient and maintains composure under pressure
* Commitment to OKKO Health’s mission of improving patient care
* Creative with a growth mindset and eagerness to learn
4. Working Conditions
USA based – requires significant overlap with US clinic business hours (Eastern and Pacific time zones) and requires travel to clinics across the USA.
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