Director, Client Services – Healthcare
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Job Description
Director managing hospital and health-system client relationships for Access TeleCare, a nationwide acute specialty telemedicine provider. Driving service-line growth, executive partnerships, and client satisfaction.
Responsibilities:
- Lead client relationships and drive growth within assigned service lines
- Own the overall client experience in the assigned territory and manage customer relationships post-implementation
- Articulate service-line value and facilitate resolution of customer inquiries
- Work cross-functionally with Sales, Marketing, IT, Implementation, Operations, Clinical, and Contracts departments
- Conduct monthly calls and quarterly business reviews with the book of business
- Conduct onsite client visits to maintain client health and strengthen partnerships
- Influence client experiences at the executive leadership level
- Act as the escalation point for relationship satisfaction issues
- Serve as a client advocate and representative of Access TeleCare with minimal supervision
- Report on client trends, issues, and opportunities to internal stakeholders
- Travel frequently within the assigned territory and to corporate offices
- Perform other duties as assigned
Requirements:
- Bachelor’s Degree required
- 6+ years of experience in a customer-facing account management role within the healthcare industry or related field
- 2+ years of experience working in the Behavioral Health space is a plus
- Ability to apply strategic, critical, and analytic thinking skills to resolve customer issues and requests
- Comfort communicating with and presenting to any level of employee in a hospital setting, including C-suite, clinical leaders, nurses, physicians, credentialing, quality, and IT staff
- Ability to act as the subject matter expert on clients and report on trends, issues, and opportunities
- Organized and project management oriented
- Interest in working with current clients rather than prospecting and calling on new business
- Successful use of CRM applications, including Dynamics and Salesforce
- Ability to communicate information clearly using Microsoft Outlook, Excel, Word, and PowerPoint
- Ability to organize data for face-to-face, video, or phone-based meetings
- Ability to identify growth opportunities within a book of business
- Ability to thrive in a high-growth, fast-paced organization
- Must be able to travel 30–40% within territory and corporate offices
- Must be able to remain in a stationary position 50% of the time
Benefits:
- Health Insurance (Medical, Dental, Vision)
- Comprehensive benefits including health, dental, vision, life, and 401(k)
- Flexible vacation and wellness days
- Culture of ownership, transparency, and results
- Opportunity to directly impact patient access nationwide
- Up to 4 interviews via Zoom
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