Director of Client Services Healthcare BPO Consulting

We are looking for an experienced Healthcare/Payer IT Outsourcing and BPO Manager/Consultant to act as a Director of Client Services.

Our Client is an industry leader in the "convergence" of IT and consulting for the healthcare industry, and provides diversified Information Technology (IT) and Business Process Outsourcing (BPO) pany offers a complete range of services by leveraging our healthcare domain expertise, strong global delivery methodology and partnerships with leading technology providers. Our mission is to provide high quality and cost optimized services to the healthcare universe by leveraging the Company Global Engagement Model.

Company formed in 1999 by a group of college mates , began its expedition to achieve significant successes primarily in healthcare IT. The Company management team believes in providing thorough service to the customer by maximizing collective experience and leading core management team is a dynamic-young team, whose management philosophy lies in the principle: "A will to win is worthless without a will to prepare". Company commitment to customers have resulted in growth from a seven member team to a four-hundred member team over the last seven years. Genesis of management team comes from Microsoft, CGI, Capgemini, Wipro and Infosys.

Consult / Direct / Guide / Manage / Identify Needs / Analyze / Position / Implement

PRINCIPLE PURPOSE OF JOB: The Director of Payer Client Services serves as the primary point of contact for clients and is focused on achieving plans with clients, revenue retention and growth, and client satisfaction. Acts as an expert resource and escalation contact interacting with the client as follows:

• Ensures commitments are effectively managed


• Ensures the  performance and value recognition of the solutions being provided,


• Acts as an internal coordinator on any additional solution needs or gaps and coordinates and facilitate activities associated with bringing new solutions.


• Ensure inquiries are responded to and resolved in a timely fashion

The role of the Director of Payer Client Services is to build and sustain customer relationships and achieve the client’s recognition of us as a partner.  The  goals are to ensure that existing clients recognize the value of the Company solutions and sustain/grow their relationship.

JOB RESPONSIBILITIES

• Revenue Retention and Growth:
  
  
  
  • Establish regular client planning sessions to review performance, business needs and product/service solutions.
  
  
  • Secure timely client renewals to ensure no gap in earned revenue.
  
  
  • Enhance existing engagement through sale of additional services.
  
  
  • Ensure detailed retention plans are created for each at risk client relationship.
  
  
  
  

Developing and Executing the client strategy

• Assures achievement of revenue and contribution plans


• Ensures commitments are effectively managed

Effectively organizes resources to serve client and achieve internal operating expectations

• Ensures the  performance and value of the solutions being provided,


• Acts as an internal coordinator on any additional solution,  needs or other activity to achieve goals in the client strategy; leading internal meetings focused on client solutions across Company departments.


• Ensure inquiries are responded to and resolved in a timely fashion


• Engage resources internally to address client  needs

Client Relationship Management - Establish effective relationships with assigned clients in order to gain understanding of business objectives, drivers and needs.

Support functions that are aligned with company growth; Sales assistance with new client development; Implementation planning and execution, internal feedback for improvement

Client Satisfaction:

• Ensure clients are receiving the value from the solutions they purchase


• Lead process improvements focused on increasing client satisfaction, increasing client revenue and/or reducing internal expense.


• Act as internal advocate to ensure client needs are understood within the business.


• Manage the operational implementation and execution of client payment policy decisions by working with client operations managers


• Serve as the account manager for client operational contacts; develops relationships with client contacts to identify needs & generate and implement solutions.


• Identify important trends by monitoring and investigating processing and financial data; recognize and respond to implications by communicating to others and/or assembling and executing an action plan. 


• Develop and manage projects or initiatives consisting of cross functional and cross company teams.


• Ensure successful and quality resolution of client inquiries, pulling in appropriate subject matter experts.

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS:

• Five plus years work experience consisting of the following:
  
  
  
  • Healthcare Payer operations experience, particularly in healthcare consulting, Provider Relations, Network Management, or Claims Operations. .
  
  
  • Project or team management, including meeting facilitation and follow through on deliverables .
  
  
  • Client relationship management experience, interacting with various roles and levels .
  
  
  • Bachelors Degree
  
  
  • Client Management or Sales Strategy execution experience.
  
  
  • Experience with a major sulting company that provides Service Offerings to Health Plans in the area of Enrollment,Claims Processing,Data Warehouse,Medicare Operations,Analytics,and Care Management.
  
  
  
  

MUST HAVE previous experience in client facing Healthcare Payer Consulting in the areas of IT Outsourcing and BPO Services.

Ideal candidates will have come from large Healthcare Consulting companies such as Deloitte,Capgemini,CSC,and Accenture.

SKILLS & COMPETENCIES

• Client Relationship Skills - Ability to develop strong professional relationships with multiple roles and levels.


• Project Management skills - Strong organizational and planning skills.


• Communication - Excellent written and verbal communication skills.


• Results driven - with focus on producing high-quality, error free service and deliverables.


• Industry knowledge & experience - Understanding of healthcare claims adjudication and support processes.


• Quantitave analysis skills


• Strong ability to influence


• Complex/Strategic selling or Client Mgt skills

OTHER REQUIREMENTS

• Moderate travel required

Position REQUIRES relocation to Nashville,TN