Director, Client Success

WellSky•Overland Park, KS

1d•Onsite

About The Position

The Director, Client Success (AOS) is responsible for leading a team of client success teammates who manage clients and focus on revenue retention, referenceability, and growth. The scope of this job includes developing programs, processes, and best practices that foster client satisfaction, alignment, and long-term success. This position is for our Advisory & Outsourced Services team and will be based at WellSky’s World Headquarters in Overland Park, KS. We invite you to apply today and join us in shaping the future of healthcare!

Requirements

Bachelor’s degree or equivalent experience
At least 8-10 years of relevant work experience
At least 4-5 years of relevant management work experience
Must work in accordance with applicable security policies and procedures to safeguard company and client information
Must be able to sit and view a computer screen for extended periods of time

Nice To Haves

Familiarity with post-acute payment models for Medicaid/Medicare. Value based care experience preferred.
Experience in management of partner relationships with vendors as related to the EHR and products to support Clinical Documentation Review and Revenue Cycle Management.
Knowledge of regulations and compliance requirements for clinical documentation and billing in post-acute care. Home Health and Hospice preferred.
Experience with using financial and quality metrics to drive performance improvements.

Responsibilities

Actively manage client communications by working closely with internal teams (solutions, support, engineering) to address client needs, collect feedback, and implement changes to improve solutions and services.
Understand client needs and develop strategies to improve retention, reduce churn, and drive growth, and collaborate with team members to identify and address at-risk clients through proactive engagement and strategic planning.
Lead the development of client programs that benefit broad WellSky client success strategies and clients across markets to enhance utilization, adoption, and client satisfaction, and work with internal teams to ensure these initiatives are aligned with clients' business objectives and operational needs.
Develop and monitor key performance indicators (KPIs), ROI measures, and growth metrics, and provide regular reporting and insight to executive leadership, highlighting client health and opportunities for improvement.
Ensure the team is equipped with the best practices and strategies for managing client relationships, provide mentorship and guidance by promoting a culture of continuous improvement and fostering a high-performance culture focused on client advocacy, excellence, and continuous improvement across the organization.
Build and maintain strong relationships across the organization with key stakeholders to ensure the successful execution of client success strategies and cross-departmental alignment.
Perform other job duties as assigned.