Job Title: Director, Client Experience

Company: Acclara

Department: Client Experience

Leader: Vice President, Revenue Cycle Services

FLSA Status: Salaried/Exempt

Work Location: Remote within U.S.

Travel: 25%

Compensation: $80,000 - $180,000

OVERVIEW

The Director Client Experience is responsible for maximizing client satisfaction and engagement, driving successful relationships with internal and external customers, and ensuring consistency in the Client Experience. This role will provide strategic direction by monitoring overall client outcomes and industry trends; recommending new projects and customer service procedures based on their findings. This role will oversee and assign the day-to-day tasks of the Client Experience team and guide teams through issue escalations and client interactions. Respond agilely and promptly to changing customer demands, as well as meet with clients directly to cultivate long-term relationships.

Responsibilities include:

• Serving as the client advocate to ensure internal teams are adhering to established service level agreements (SLAs) and client established goals
• Support client base by troubleshooting escalated issues, advise of actionable insights regarding performance, guide teams through change, and present solutions for improved outcomes for both Tegria RCM and the client.

• Track contract changes and client contract timelines ensuring client is understanding contractual details for SLAs and upcoming contract renewals. Work with internal partners to ensure all components of the contract are in place (i.e., when changes are needed, work collaboratively with Sales team to execute on legal changes necessary.)
• Responsible for the development and leadership of the Client Experience team. Oversee all aspects of team delivery to ensure quality and efficiencies, including oversight of client facing responsibilities, client meetings and client facing projects.
• Successfully develop talent on the client experience team into positions of increasing responsibility at the individual, team, and department levels.
• Proactively partner across departments to resolve issues and challenges.
• Identify opportunities to create and/or update departmental policies and standard operating procedures for the Client Experience department.

• Build solid relationships with various client levels to ensure transparent feedback and successful partnerships, with a goal of being seen as a strategic partner by our client partners.
• Responsible for coordinating financial analysis and storytelling periodic contract performance reviews with senior leadership.
• Model exemplary leadership communications while being inclusive and open.
• Participates in the presentation of performance reporting during monthly executive calls with clients. Serves as executive presence for client base.
• Facilitates or serves as the Client Experience leader in the implementation process to ensure a smooth transition from sales and contracting to the operational phase of the engagement.

• Works collaboratively with internal teams to set direction of client projects and client account improvements.
• Creates and maintains client account activity within Tegria’s CRM (Sales Force), including but not limited to goals, strategic account plans, and SWOT analysis, etc.
• Other duties as assigned.

QUALIFICATIONS

• Bachelor’s Degree, Master’s Degree in related field a plus.
• 7+ years prior account management, client delivery and/or revenue cycle operations experience
• 5 + years in a progressive leadership role.
• Ability to thrive in a challenging and fast-evolving work environment.
• Must be a self-starter, highly motivated and achievement oriented with excellent organizational, presentation, communication, interpersonal and administrative skills.
• Excellent coaching, facilitation, negotiation, and conflict resolution skills
• A passion for strategy, out-of-the-box and critical thinking and bringing new ideas to the table.
• Ability to work in a team environment and independently.
• Strong business acumen along with analytical and problem-solving skills.
• In-depth knowledge of client/customer service industry.
• Ability to handle conflict and confront challenging issues in a professional manner, in a fast-paced work environment.
• Attention to detail and capability to apply discretion and sound judgment in managing complex processes, decisions and handling sensitive information
• Demonstrated ability to lead a team to a high level of performance
• Advanced computer skills including knowledge of patient accounting systems and experience using Microsoft Excel, Word, PowerPoint, Outlook, OneDrive

Preferred Qualifications:

• 5 + years in an account management role
• Knowledge of KLAS and client survey methods

Physical Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Listed below are the physical requirements required while performing the duties of this job.

• The employee is regularly required to: stand; sit; talk; hear; use hands and fingers to operate a computer and telephone keyboard; and reach, stoop and/or kneel to install computer equipment
• The employee must have the specific vision ability to complete close vision requirements due to computer work
• The employee is required to be able to complete light to moderate lifting

Our Commitment to Diversity, Equity, and Inclusion:

We welcome and respect the variety of experiences, viewpoints, and cultural backgrounds that everyone brings to our workplace. Acclara makes every effort to promote a workplace where leaders model inclusive behaviors and individuals feel respected, valued, and empowered. Together, we promote and sustain an inclusive workplace where people feel a sense of belonging.