Full-Time Senior Director, Client & Delivery Excellence

The Client Success Leader will be responsible for oversight of one or more patient support programs to drive the overall success of the program.

This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level patient outcomes, employee engagement, and customer satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance, and quality measures.

Essential Duties and Responsibilities:

• Setting clear direction, with operational work plans and measurement of outcomes
• Ensuring work is accomplished effectively by managing employee performance, workforce management, and other resources
• Engaging employees to maximize their discretionary effort while ensuring high quality
• Developing a pipeline of excellent talent to fill current and future business needs
• Program operations forecasting, revenue monitoring, contractual adherence
• Client, vendor, and program partners relationship management
• Participating in client and vendor RFP initiatives and selections
• Planning, organizing, and executing program strategies to run, grow, and improve the business with various projects, programs, and solutions
• All other duties as assigned

People Leader Responsibilities:

• Responsible for and oversee their respective department
• Maintaining productive and healthy relationships with key clients to drive optimal client satisfaction and results
• Leading cross-functional collaboration and communication, resulting in efficient and effective delivery of services through continuous improvement

Expectations of the Job:

• Leadership of one or more client-specific programs; accountable for delivering consistent patient outcomes in alignment with contractual quality and service standards, SOPs, and budgets
• Fostering ongoing client and partner relationships and satisfaction by ensuring timely completion of deliverables, timely resolution of escalations, and implementation of key program initiatives
• Delivering and presenting regular program updates regarding the health of the program to both client and internal leadership
• Identifying and executing opportunities for program and process improvements on a continual basis to ensure best-in-class patient outcomes and healthcare provider satisfaction
• Leading the development of program-specific presentations as needed, including participation in quarterly business reviews, internal quarterly business reviews, etc.
• Keeping current on industry trends and regulations to ensure program compliance

Minimum Knowledge, Skills, and Abilities:

• 10+ years’ healthcare operations management experience; Patient Support Programs experience
• Bachelor’s Degree in business or healthcare-related field
• Proven track record of demonstrating a strong focus on customer service
• Highly developed time management skills with demonstrated ability to meet deadlines, follow through, and handle multiple priorities with a high degree of initiative
• Excellent communication (written, verbal, and presentation) skills
• Ability to interact with all levels of management for both internal and external customers
• Established record of utilizing tact, diplomacy, good judgment, and negotiation skills
• Ability to embrace positive conflict and resolve negative conflict
• Ability to manage, mentor, train, and develop employees
• Commitment to process improvement techniques, and the ability to work with staff to execute enhancements to internal and end-to-end processes and workflow
• Developing a pipeline of excellent talent to fill current and future business needs
• Program operations forecasting, revenue monitoring, contractual adherence
• Client, vendor, and program partners relationship management
• Participating in client and vendor RFP initiatives and selections
• Planning, organizing, and executing program strategies to run, grow, and improve the business with various projects, programs, and solutions
• Ability to adapt to a fast-paced, dynamic environment, make independent decisions, and maintain confidential information while maintaining an open line of communication with leadership

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