Director Healthcare Client Services

Maitland, FL 32751
Full-time


Purpose

The Client Services Healthcare Director is accountable for delivering a broad and deep relationship with our Client. This is achieved through creating a long-term, rewarding relationship, which focuses on driving high performance excellence in service delivery, quality and richness of output, provides real value and ensures they experience ROI.

Key Accountabilities

Relationship Builder

· Build and maintain strong, long-lasting client relationship with key client contacts, stakeholders and executive sponsors that fosters a partnership approach

· Own and manage all account relationships through the lifecycle of the customer journey, dealing with escalations as appropriate

· Develop and implement best practice Service Management procedures and processes to improve client experience

· Ability to operate at a fast pace and smoothly navigate a changing environment

· Drive continuous improvement initiatives aimed at showing the return on investment for the client

· Organize and manage regular performance review meetings attended by BPA representatives and the client’s key stakeholders to ensure that contractual agreements are being met by both parties

Results Driver

· Deliver against SOW and Service Level objectives and KPI’s

· Accurately forecast project volumes, identifying risks to delivery and opportunities for maximizing staff utilization

· Uncover trends and information that enhance our offering and add additional value to the clients’ business

· Hold regular meetings, roundtables, forums with team members to discuss client business performance and identify additional insight and evidence and ideas

· Keep abreast of changes and trends in the marketplace and developments in the contact center and quality industry 



Key Capabilities

· Executive level experience in the Healthcare industry with a working understanding of public and private insurance offerings, laws, regulations and challenges facing the industry

· Experience within the Contact Center / Customer Service Industry

· Applied knowledge of Account Management with experience of managing a B2B client portfolio at corporate/senior level within a blue-chip/professional services environment

· Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive level

· Demonstrate commitment, self-accountability, resilience and effective prioritization

· Relationship lead – strong collaborator with excellent team building skills

· Disciplined time management and ability to work under pressure

· Ability to analyze and interpret large data sets and provide detailed presentations with insights and recommended actions

· Strong communicator with excellent interpersonal, influencing, planning and problem-solving skills

· Vision to understand customer needs and translate them into practical solutions

· Financial acumen required to manage account budget, revenue and profit expectations

· 7-10 years equivalent combination of education and applicable project management work experience.

· Strong logical and analytical problem-solving skills; rigorous approach to project management to deliver enterprise-level projects

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