Director, Client Services - Healthcare (Remote)

Access TeleCare; Dallas (TX); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health benefits

401(k)

Flexible vacation

Wellness days

Culture of ownership

Job summary

Access TeleCare is seeking a dynamic Director of Client Services to lead client relationships and drive growth within our service lines. This role partners with hospital executives and clinical staff to define strategy and opportunities across accounts and reports to the Senior Director of Client Services.

You will own the end-to-end client experience in your territory, coordinate cross-functional teams, conduct quarterly business reviews, travel 30-40% and elevate client satisfaction with

Qualifications

• Bachelor's degree required.
• 6+ years in a customer-facing account management role in healthcare or related field.
• 2+ years in Behavioral Health space is a plus.
• Strong strategic, critical, and analytic thinking to resolve customer issues.
• Comfort presenting to C-suite, clinical leaders, nurses, physicians, IT staff.
• Subject matter expert for clients with internal stakeholders, reporting trends and opportunities.

Responsibilities

• Own the overall client experience in your assigned territory and manage the customer relationship post-implementation.
• Articulate service line value and facilitate resolution to customer 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; perform onsite client visits to maintain client health.
• Influence clients' experiences at executive level and serve as escalation point for satisfaction issues.
• Balance client advocacy with representing Access TeleCare with minimal supervision.
• Travel 30-40% within territory and corporate offices.
• Other duties as assigned.

Skills

Customer relationship management

Strategic thinking

Analytical thinking

CRM experience

Stakeholder communication

Project management

Data presentation

Travel coordination

Cross-functional collaboration

Microsoft Office

Education

Bachelor's Degree

Tools

Dynamics

Salesforce

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Who We Are

Access TeleCare is redefining how hospitals and health systems deliver specialty care services-closing access gaps, improving patient outcomes, and supporting overburdened clinical teams through best-in-class telemedicine solutions.

As the nation's largest provider of telemedicine technology and acute clinical services, our Telemed IQ platform enables life-saving care across behavioral health, psychiatry, and beyond. We are proud to be the first acute telemedicine provider to earn and continuously maintain The Joint Commission's Gold Seal of Approval.

We love what we do and if you want to know more about our vision, mission and values go to accesstelecare.com to check us out.

The Opportunity

We are seeking a dynamic and strategic Director of Client Services to lead client relationships and drive growth within our Service Lines. Reporting to the Senior Director of Client Services, the Director, Client Services works closely with client executives, leaders and clinical staff at hospitals, health systems and similar facilities to provide valued guidance with regard to strategy, objectives, and definition of future Access TeleCare opportunities. This position reports to the Senior Director of Client Services.

What You'll Do

• Own the overall client experience in your assigned territory and manage the customer relationship post implementation
• Articulate service line value and facilitate resolution to customer client inquiries
• Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive client initiatives within the organization
• Perform monthly calls and quarterly business reviews with your book of business and onsite client visits to maintain client health and strengthen the client partnership
• Directly influence our clients' experiences at the executive leadership level and act as the escalation point for any satisfaction issues within the relationship
• Balance the role as a client advocate and strong representative of Access TeleCare with minimal supervision
• Frequent travel within assigned territory & corporate offices
• Travel 30-40% within territory & corporate offices
• Other duties as assigned

What You'll Bring

• Bachelor's Degree required
• 6+ years of experience in a customer-facing account management role within the healthcare industry or related field
• 2+ years of experience working in the Behavioral Health space is a plus
• Ability to apply strategic, critical, and analytic thinking skills to facilitate resolution to customer issues and requests
• Strong comfort communicating with or presenting to any level of employee in a hospital setting (C-suite, clinical leaders, nurses, physicians, credentialing, quality, and IT staff)
• Prepared to act as the subject matter expert on your clients with internal Access TeleCare stakeholders, reporting on trends, issues, and opportunities that will help improve product offerings and operations
• Organized and project management oriented
• Interested in working with current clients rather than prospecting and calling on new business
• Successful use of CRM applications (Dynamics and Salesforce) for documentation and gathering information
• Ability to communicate information clearly using Microsoft applications: Outlook, Excel, Word, and PowerPoint
• Ability to organize data to communicate during face-to-face, video, or phone-based meetings (internally and externally)
• 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 territory & corporate offices
• Must be able to remain in a stationary position 50% of the time

Why Join Access TeleCare

• Comprehensive benefits - health, dental, vision, life, and 401(k)
• Flexible vacation and wellness days - we value performance and balance
• Culture of ownership, transparency, and results - where the best ideas rise
• Directly impact patient access nationwide

About Our Recruitment Process

We don't expect a perfect fit for every requirement we've outlined. If you can see yourself contributing to the team, we would like to speak with you. You can expect up to 4 interviews via Zoom.

Access TeleCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.