Director, Client Services - Healthcare (Remote)

ACCESS TELECARE•Dallas, TX

8d•Remote

About The Position

Access TeleCare is redefining how hospitals and health systems deliver behavioral health care—closing access gaps, improving patient outcomes, and supporting overburdened clinical teams through best-in-class telemedicine solutions. As the nation’s largest provider of telemedicine technology and acute clinical services, our Telemed IQ platform enables life-saving care across behavioral health, psychiatry, and beyond. We are proud to be the first acute telemedicine provider to earn and continuously maintain The Joint Commission’s Gold Seal of Approval. We love what we do and if you want to know more about our vision, mission and values go to accesstelecare.com to check us out. We are seeking a dynamic and strategic Director of Client Services to lead client relationships and drive growth within our Service Lines. Reporting to the Senior Director of Client Services, the Director, Client Services works closely with client executives, leaders and clinical staff at hospitals, health systems and similar facilities to provide valued guidance with regard to strategy, objectives, and definition of future Access TeleCare opportunities. This position reports to the Senior Director of Client Services.

Requirements

Bachelor’s Degree required
6+ years of experience in a customer-facing account management role within the healthcare industry or related field
Ability to apply strategic, critical, and analytic thinking skills to facilitate resolution to customer issues and requests
Strong comfort communicating with and/or presenting to any level of employee in a hospital setting (C-suite, clinical leaders, nurses, physicians, credentialing, quality, and IT staff)
Prepared to act as the subject matter expert on your clients with internal Access TeleCare stakeholders, reporting on trends, issues, and opportunities that will help improve product offerings and operations
Organized and project management oriented
Interested in working with current clients rather than prospecting and calling on new business
Successful use of CRM applications (Dynamics and Salesforce) for documentation and gathering information
Ability to communicate information clearly using Microsoft applications: Outlook, Excel, Word, and PowerPoint
Ability to organize data to communicate during face-to-face, video, or phone-based meetings (internally and externally)
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 & corporate offices
Must be able to remain in a stationary position 50% of the time

Nice To Haves

2+ years of experience working in the Behavioral Health space is a plus

Responsibilities

Own the overall client experience in your assigned territory and manage the customer relationship post implementation
Articulate service line value and facilitate resolution to customer client inquiries
Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive client initiatives within the organization
Perform monthly calls and quarterly business reviews with your book of business and onsite client visits to maintain client health and strengthen the client partnership
Directly influence our clients’ experiences at the executive leadership level and act as the escalation point for any satisfaction issues within the relationship
Balance the role as a client advocate and strong representative of Access TeleCare with minimal supervision
Frequent travel within assigned territory & corporate offices
Travel 30–40% within territory & corporate offices
Other duties as assigned