Director of Client Success

SUMMARY

The Director of Client Success (DCS) serves as the liaison between the client hospital and the regional leadership. The DCS, under the direction of the Senior Vice President (SVP), or other Executive Leader is responsible for operational performance of the contracts in his/her assigned region. The DCS specific focus is to ensure client and VitalSolution expectations are met. In most cases, the DCS works in a paired leadership model with the Regional Medical Director (RMD) or System Medical Director (SMD). The DCS is the primary VitalSolution contact with the client’s administrative leadership.

RESPONSIBILITIES

• Provides management and support for assigned contracts
• Adheres to VitalSolutions client retention philosophy and ensures standards of documentation are maintained in the Client Retention Management (CRM) database
• Establishes and maintains positive relationships with client Web-of-Influence (WOI) members in accordance with client retention standards
• Works to achieve client and VitalSolutions operating metric goals
• Knowledgeable about the requirements for each assigned facility and ensures contract compliance
• Serves as liaison between client and VitalSolution regarding contractual questions or issues
• Facilitates assessment of client needs to offer/coordinate appropriate value-added services and innovation to client hospitals
• Collaborates and supports integration efforts within all VS service lines and may serve as primary point of contact as assigned
• Collaborates with leaders and staff of the operational service teams to achieve optimal contract performance. These departments include, but are not limited to recruiting, scheduling, credentialing, payroll, risk management, provider enrollment, and compliance.
• Contributes to the development of annual budgets and is responsible for ongoing management of contracts to meet budget
• Participates in regional Monthly Operating Reviews (MOR) as directed by senior management
• Participates as needed in Business Development activities such as Request for Proposals (RFP) responses, presentations, and the negotiation of terms for renewals
• Leads the coordination of new client start-ups in accordance with the VitalSolution startup process
• Actively involved in leader and provider recruiting process
• Supports and assists the RMD/SMD in the onboarding of FMDs. Ensures that there is an onboarding process and tools in place to orient new providers. May participate in onboarding as needed
• Supports and assists the RMD/SMD in coaching Facility Medical Directors (FMDs) and providers
• Participates in provider department meetings with the RMD/SMD and FMD and assists with agenda preparation and distribution of informational materials, as needed
• Provides input to VS leadership in prioritizing contracts for additional resources and deployment. Participates in assigned projects and accepts handoffs for ongoing follow-up
• Provides oversight of direct reports as applicable
• Performs other duties as assigned

REQUIREMENTS AND EXPERIENCE

• Work as an employee for VitalSolution in a full-time capacity
• Bachelor’s Degree in Nursing, Business Administration, Health Care Administration, or related field required
• Three (3) to five (5) years’ experience in provider or clinical management with proven competency in metric-driven operations including process improvement preferred
• Excellent verbal and written communication skills
• Excellent negotiating and presentation skills
• Excellent judgment and decision-making skills
• Excellent problem-solving skills
• Must be self-directed and possess critical thinking skills
• Technical proficiency to include Microsoft Office Products, Video Conferencing, Database Management, etc.
• Strong accounting/financial management skills
• Ability to work in a team environment

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Ability to use sensory skills to effectively communicate and interact with other employees and the public through the use of the telephone, email, video conference, and face-to-face contact
• Ability to use manual dexterity, visual acuity, and hearing acuity to effectively use and operate office-related equipment such as but not limited to a computer, copier, scanner, camera, phone, headset, keyboard, and mouse
• Ability to sit for extended periods of time at a keyboard and workstation with low periods of reaching and standing
• Ability to lift up to 15 pounds at times

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Ingenovis Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws.  This policy applies to all employment practices within our organization.

RESERVATION OF RIGHTS

Essential functions contained within this job description are listed above; they are subject to change at any time due to reasonable accommodation or other reasons set forth by management.   

Compensation Range

Benefits include: health, dental, vision, FSA/HSA, company-paid life insurance, 401K with discretionary match, paid time off, paid parental leave, and tuition reimbursement.