Director, Client Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise and ensure that Managers in Client Success cultivate and maintain robust, long-lasting client relationships.

• Oversee relevant operational and business services departments to guarantee they are aligned with client objectives.

• Evaluate and monitor CRM performance and activity for designated clients, escalating any issues and concerns as necessary.

• Track client performance and ensure compliance with Client Success standards.

• Utilize KPI tools and analytics to manage, report, and provide insight into both internal and external client performance and health.

• Guide assigned Client Success Managers in effectively managing client relationships to meet or exceed expectations.

• Establish and ensure that regular face-to-face meetings with clients occur through CRM.

• Proactively assess client outcomes to identify issues related to revenue cycles and client success.

• Collaborate with Operations, Business Services teams, and leadership to swiftly implement solutions and address client concerns.

• Support implementation teams and Client Success Managers with onboarding new clients and expanding existing implementations.

• Ensure adherence to relevant healthcare and security regulations, including compliance by staff members.

• Oversee, mentor, and foster the professional development of assigned Client Success colleagues.

• Undertake special projects and other responsibilities as assigned.

⛳️ Requirements

• High School Diploma or GED is required.

• A Bachelor’s Degree in business, healthcare management, or a related field is preferred.

• Minimum of five (5) years of experience in healthcare, revenue cycle management, or a related field.

• Basic understanding of medical billing and terminology.

• Ability to interpret and apply state and federal laws, regulations, and policies.

• Capacity to communicate effectively with a diverse range of personalities in a tactful, mature, and professional manner.

• Flexibility to work within a collaborative and fast-paced environment.

• Commitment to delivering high-quality service excellence with meticulous attention to detail.

• Knowledge of and compliance with company policies and procedures.

• Demonstrated strong leadership and management skills to guide, motivate, and set expectations for team members.

• Proficient in developing and delivering engaging presentations.

• Strong knowledge in Revenue Cycle Management (RCM), accounting, and/or finance.

• Excellent customer service and client-facing abilities.

• Strong judgment and problem-solving capabilities.

• Exceptional oral, written, and interpersonal communication skills.

• Strong time management, organizational, and decision-making abilities.

• Proficient in Outlook and RCM software or equivalent workflow management tools.

🏝️ Benefits

• Performance-based incentive plan.

• Referral bonus.

• Discretionary incentive bonus.