Director, Client Services - Healthcare (Remote)

ACCESS TELECARE•Dallas, TX

3d•Remote

About The Position

Access TeleCare is seeking a dynamic and strategic Director of Client Services to lead client relationships and drive growth within its Service Lines. Reporting to the Senior Director of Client Services, this role works with client executives, leaders, and clinical staff at hospitals, health systems, and similar facilities to provide guidance on strategy, objectives, and future opportunities with Access TeleCare. The Director owns the client experience in an assigned territory after implementation, maintains and strengthens client partnerships, and serves as an escalation point for satisfaction issues. The role works cross-functionally with internal departments to advance client initiatives and identify opportunities to improve offerings and operations. It requires travel 30–40% of the time within the assigned territory and to corporate offices. Access TeleCare provides acute specialty telemedicine services nationwide. The company describes its culture as emphasizing ownership, transparency, results, and performance and balance.

Requirements

Bachelor’s degree required.
At least 6 years of experience in a customer-facing account management role within healthcare or a related field.
Ability to apply strategic, critical, and analytical thinking to resolve customer issues and requests.
Comfort communicating with and presenting to all levels of hospital employees, including C-suite executives, clinical leaders, nurses, physicians, credentialing, quality, and IT staff.
Ability to serve as the subject matter expert on assigned clients for internal stakeholders and report on trends, issues, and opportunities to improve product offerings and operations.
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, for documentation and information gathering.
Ability to communicate clearly using Microsoft Outlook, Excel, Word, and PowerPoint.
Ability to organize data for internal and external 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 the assigned territory and to corporate offices.
Must be able to remain in a stationary position 50% of the time.

Nice To Haves

At least 2 years of experience working in the Behavioral Health space.

Responsibilities

Own the overall client experience in the assigned territory and manage customer relationships after implementation.
Articulate service line value and facilitate resolution of client inquiries.
Work cross-functionally with Sales, Marketing, IT, Implementation, Operations, Clinical, and Contracts departments to drive client initiatives.
Conduct monthly calls and quarterly business reviews with assigned clients, as well as onsite visits, to maintain client health and strengthen partnerships.
Influence client experiences at the executive leadership level and act as the escalation point for relationship satisfaction issues.
Balance acting as a client advocate with representing Access TeleCare, with minimal supervision.
Travel frequently within the assigned territory and to corporate offices; travel is stated as 30–40%.
Perform other duties as assigned.