Job Description
THE POSITION : The Client Success Leader will be responsible for oversight of one or more patient support programs to drive the overall success of the program.
This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level patient outcomes, employee engagement and customer satisfaction.
They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.
ESSENTIAL DUTIES AND RESPONSIBILITIES : Our employees are tasked with delivering excellent business results through the efforts of their teams.
These results are achieved by :
- Setting clear direction, with operational work plans and measurement of outcomes
- Ensuring work is accomplished effectively by managing employee performance, workforce management and other resources
- Engaging employees to maximize their discretionary effort while ensuring high quality
- Developing a pipeline of excellent talent to fill current and future business needs
- Program operations forecasting, revenue monitoring, contractual adherence
- Client, vendor, and program partners relationship management
- Participates in client and vendor request for proposal initiatives and selections
- Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions all other duties as assigned.
PEOPLE LEADER
People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.
In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities :
- Responsible for and oversee their respective department.
- Ability to maintain productive and healthy relationships with key clients to drive optimal client satisfaction and results
- Leads cross-functional collaboration and communication resulting in efficient and effective delivery of services through continuous improvement
EXPECTATIONS OF THE JOB :
- Leadership of one or more client-specific programs; accountable for delivering consistent patient outcomes in alignment with contractual quality and service standards, SOPs, and budgets
- Foster ongoing client and partner relationships and satisfaction by ensuring timely completion of deliverables, timely resolution of escalations and implementation of key program initiatives
- Deliver and present regular program updates regarding health of the program to both client and internal leadership
- Identify and execute opportunities for program and process improvements on a continual basis to ensure best in class patient outcomes and healthcare provider satisfaction
- Lead the development of program specific presentations as needed, including participation in quarterly business reviews, internal quarterly business reviews, etc.
- Keep current on industry trends and regulations to ensure program compliance
- This position will require travel up to 20% to 30%; primarily to client sites / meetings / conferences
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES : The requirements listed below are representative of the experience, education, knowledge, skill and / or abilities required.
- 10+ years’ healthcare operations management experience; Patient Support Programs experience
- Bachelor’s Degree in business or healthcare related field
- Proven track record of demonstrating a strong focus on customer service
- Highly developed time management skills with demonstrated ability to meet deadlines, follow through, and ability to handle multiple priorities with a high degree of initiative
- Excellent communication (written, verbal, and presentation) skills with ability to interact with all levels of management for both internal and external customer base
- Established record of utilizing tact, diplomacy, good judgment and negotiation skills to achieve mutually beneficial goals for an organization
- Ability to embrace positive conflict and demonstrated ability to resolve negative conflict
- Demonstrated ability to manage, mentor, train and develop employees
- Commitment to process improvement techniques, along with the ability to work with staff to execute enhancements to internal and end to end processes and workflow
- Developing a pipeline of excellent talent to fill current and future business needs
- Program operations forecasting, revenue monitoring, contractual adherence
- Client, vendor, and program partners relationship management
- Participates in client and vendor request for proposal initiatives and selections
- Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions
- Ability to adapt to a fast paced, dynamic environment, make independent decisions, and maintain confidential information while maintaining an open line of communication with leadership
- All other duties as assigned
PREFERRED QUALIFICATIONS :
- Advanced degree in business or healthcare
- 10+ years’ experience in patient / hub services, pharmacy services, account management preferred
PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT :
The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.
Office : While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and / or sit for long periods of time (up to 90% of the shift), walk, talk and hear;
occasionally required to lift and / or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.
Work Perks
Competitive Wages
Above market salary structures as part of our total rewards program
Retirement Resources
Generous employer matching retirement solutions
Health & Wellness
Leading health, dental and vision insurance products
Continuous Education
Employer-funded tuition reimbursement
Global Workplace Flexibility
Remote and hybrid work across the globe
Paid Time Off
Generous paid time off including company holidays
Training & Development
Company provided training and development
Employee Assistant Programs
Offering financial, work-life balance, legal solutions and more to employees at no cost 24-7-365
Sales Director
Works with appropriate Community Managers to finalize residency contracts, so that sales efforts expended are in proportion to their urgency and appropriateness for the Community. Applying for this role is straight forward Scroll down and click on Apply to be considered for this position. Supports E...
Mobility Client Sales Director
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity,...
Food Service Director
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, sex, age, national origin, disability, protected veteran status, and or any other status protected by federal, state, or local law. This role is responsibl...
Senior Project Manager / Associate Director, Project Management - Metabolic Disease (Obesity/T2 Diabetes/CV) - US or Canada Remote Based
Worldwide Clinical Trials (Worldwide), a leading global contract research organization (CRO), works in partnership with biotechnology and pharmaceutical companies to create customized solutions that advance new medications – from discovery to reality. Anchored in our company’s scientific heritage, o...
Director of Web Services
Position Information Job Title Director of Web Services Summary Reporting to the Assistant Vice President of Marketing and Communications, the Director of Web Services is responsible for delivering a best-in-class website user experience that stands out in the higher education digital landscape and ...
Director - Valuation, Forensic and Litigation Services
Marcum LLP’s Valuation, Forensic and Litigation Services Group is a leading provider of litigation support, economic damages, financial forensic investigations, business valuation and other advisory services. The Valuation, Forensic and Litigation Services Director is responsible for developing case...
Executive Director
For assisted living or memory care communities, creates collaborative relationship with community clinical leader to ensure communitys care and services are appropriate to meet the needs of residents. Is responsible for all operations within the community, interacting with staff and residents, prosp...
Program Delivery Director (Americas D365 F&O)
From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access. When failure in use is not an option, we help cust...
Director, Software Engineering
In addition, you will be responsible for working with your Product Management, Architecture and Technical Program Management peers to build end-to-end product delivery and technology plans for this area, across of all Gap Inc. You will be responsible to support our multi-billion dollar e-commerce se...
Creative Services Director - Wxix
Candidate will lead/coordinate efforts on the development of compelling campaigns for our local/regional sales clients. WXIX-TV, FOX in Cincinnati is seeking an innovative Creative Services Director with excellent image and brand-building skills to grow the brand and audiences on all screens. Exhibi...