Director, Client Services

Jobtailor; Deutschland; Remote; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a Senior Client Relationship Manager to lead client satisfaction, retention, and revenue growth in healthcare delivery. You will guide cross-functional teams and drive processes that improve profitability and patient workflows.

You will coordinate with client management, sales, operations, and product specialists to translate healthcare priorities into actionable plans, ensuring HIPAA-compliant data handling and strong relationships with key clients.

Qualifikationen

• Bachelor's degree in business or related field is required.
• 10+ years in revenue cycle management, healthcare consulting, or related roles.
• Experience presenting to C-suite executives and steering client projects.

Aufgaben

• Monitor key metrics and documentation to manage client satisfaction and retention.
• Initiate and direct plans to improve client profitability.
• Follow up on client feedback and issues and initiate and track improvement plans.
• Serve as liaison between clients and operations.
• Identify process improvements to enhance customer satisfaction.
• Conduct quarterly client reviews.
• Manage client managers and analysts servicing clients and achieving goals.
• Act as an escalation point for the team.
• Model high customer service standards and drive accountability.
• Proactively manage and resolve customer issues.
• Track progress and opportunities across delivery teams.
• Alert customers to changing services.
• Maintain relationships with key client contacts to drive performance and minimize attrition.
• Ensure key customers are promoters to support sales.
• Collaborate with client management, sales, operations, and product teams to identify upsell opportunities.
• Assist in closing add-on sales.
• Share information and collaborate on new business opportunities.
• Coordinate with support and service teams.
• Establish, maintain, and coordinate service dialogue between business units.
• Use, protect, and disclose patients' PHI in accordance with HIPAA standards
• Comply with Information Security and HIPAA policies and procedures
• Limit viewing of PHI to the minimum necessary
• Perform other duties as assigned

Kenntnisse

Client relationship management

Revenue cycle technology

Healthcare consulting

C-Suite presentation skills

HIPAA compliance

Microsoft Office

Communication skills

Problem solving

Relationship development

Ausbildung

Bachelor's degree in business or related field

Tools

Microsoft Office Suite

Jobbeschreibung

• Monitor key metrics and documentation to manage client satisfaction and retention
• Initiate and direct plans to improve client profitability
• Follow up on client feedback and issues and initiate and track improvement plans
• Serve as liaison between clients and operations
• Identify process improvements and efficiencies to improve customer satisfaction
• Conduct quarterly client reviews
• Manage client managers and analysts in servicing clients and meeting goals
• Act as an escalation point for the team
• Model high customer service standards and drive team accountability
• Proactively manage and resolve customer issues
• Track progress and opportunities across delivery teams
• Alert customers to changing services
• Maintain relationships with key client contacts to drive performance and minimize attrition
• Ensure key customers are referenceable promoters to support sales
• Collaborate with client management, sales, operational, and product specialists to identify upselling opportunities
• Assist in closing add-on sales
• Share information and collaborate on new business opportunities with other business-unit segments
• Coordinate with business-unit support and service teams
• Establish, maintain, and coordinate service dialogue between business units
• Use, protect, and disclose patients' PHI in accordance with HIPAA standards
• Comply with Information Security and HIPAA policies and procedures
• Limit viewing of PHI to the minimum necessary
• Perform other duties as assigned

Requirements

• Bachelor's degree in business or related field required
• 7 to 10 years' experience working in a large health system and/or physician office in related functions of revenue cycle management, healthcare consulting, practice management and patient workflow
• Experience compiling, presenting or consulting to C-suite management
• Expertise in assignment of roles related to billing, accounts receivable, clinical workflow, and documentation within hospital and office-based settings
• Experience with account management, various billing systems, change management and quality control
• Ability to develop strong successful relationships
• Understanding of customers' business and operational priorities, including technology and service needs, new service requirements, and service utilization
• Technical understanding of revenue cycle technology platforms
• Knowledge of changes in healthcare reimbursement models and ability to provide subject matter expertise
• Ability to translate regulatory, business environment, and technical understanding into action plans and issue resolution
• Proficiency in Microsoft Office Suite
• Strong interpersonal and communication skills at all organizational levels
• Strong problem-solving and creative skills; sound judgment and decision-making based on accurate and timely analyses
• High integrity, dependability, urgency, and results orientation
• Excellent written and verbal communication skills required
• Ability to travel to client sites 50% of the time
• Ability to work occasional evenings and/or weekends with challenging clients
• Must possess a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes

Core Competencies

Demonstrates expertise in client relationship management, revenue cycle technology platforms, and healthcare consulting, with a strong focus on improving client satisfaction and retention. Proficient in analyzing operational priorities and translating them into actionable plans while ensuring compliance with HIPAA standards.

Highest-signal resume keywords

• Client Relationship Management
• Revenue Cycle Technology Platforms
• Healthcare Consulting
• C-Suite Presentation Skills
• HIPAA Compliance

Hard Skills

• Revenue Cycle Management
• Billing Systems
• Change Management
• Quality Control
• Patient Workflow
• Healthcare Reimbursement Models
• Technical Understanding of Revenue Cycle
• Microsoft Office Suite
• Documentation
• Accounts Receivable

Soft Skills

• Interpersonal Skills
• Communication Skills
• Problem-Solving Skills
• Decision-Making
• Relationship Development

Industry Keywords

• Healthcare
• Client Satisfaction
• Operational Priorities
• Service Utilization
• Client Retention
• Patient Health Information (PHI)
• Service Dialogue
• Client Reviews
• Escalation Management
• Team Accountability