Senior Director Client Services (Project Management)
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. We optimize the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics.
Leading industry analyst firms have consistently cited our service excellence, breadth of offerings, and ability to execute. The most recent being recognized as a leader for Healthcare Payer Operations in 2022 as a part The Healthcare Payer Operations PEAK Matrix® Assessment report by Everest Group. We have 38,000+ employees in 15 cities across 5 countries – India, Philippines, USA, Jamaica, and Colombia.
We are currently seeking a talented Senior Director of Client Services will be responsible for overseeing the entire client services function, driving client satisfaction, and leading the growth and retention of our client base. They will provide strategic leadership, manage a team of client services professionals, and develop and execute initiatives to enhance client experiences and maximize client success.
Education:
Bachelor's degree in business administration, healthcare management, or a related field
Experience:
10+ years experience in related field, including 5+ years in management. Prior hospital experience and/or Revenue Cycle outsourcing vendor experience preferred
Mandatory Skills:
Proven experience in senior leadership roles within client services or account management, with a focus on strategic planning and execution.
Demonstrated success in leading and developing high-performing teams, with a track record of achieving business objectives.
Exceptional interpersonal and communication skills, with the ability to build trust, influence, and collaborate at all levels of the organization.
Strong business acumen and strategic thinking, with the ability to drive client success, identify growth opportunities, and navigate complex client relationships.
Excellent problem-solving and conflict resolution abilities, with a customer-centric approach.
Proficiency in CRM software and other relevant tools.
In-depth knowledge of the healthcare industry, including its trends, regulations, and best practices.
Advanced Knowledge of Microsoft Office (Outlook, Excel, Word and PowerPoint).
Drafting SOWs for new work/ scope expansion for SVP and legal review.
Collaborating with various teams (Operations, Marketing, Business Excellence, HCT) to draft presentations for pitching new services and scope expansions.
Roles & Responsibilities:
Develop and maintain an in-depth knowledge of the client, services delivered, SLA expectations and project set-up.
Provide strategic direction and leadership for the Client Services department, aligning it with the company's overall vision and goals.
Develop and execute comprehensive strategies and initiatives to enhance client satisfaction, drive client success, and achieve business growth targets.
Collaborate with executive leadership to develop and implement client service strategies that support the company's mission and long-term objectives.
Lead, mentor, and inspire a team of client services professionals, fostering a high-performance culture and ensuring their professional growth.
Promote collaboration, knowledge sharing, and innovation within the team and across departments, fostering a customer-centric mindset.
Build and nurture strong relationships with key clients, acting as a strategic partner and trusted advisor.
Monitor client health, satisfaction levels, and business growth, and develop strategies to enhance client engagement, loyalty, and revenue generation.
Utilize data analytics and business intelligence tools to derive actionable insights, make data-driven decisions, and implement strategies to improve client services and operational efficiency.
Responsible to drive high CSAT scores for all clients managed.
Support Sales team in launching new products and new logo sales.
Attend Industry forum meetings to increase market awareness of Sagility and its services.
Salary Range: $165,000.00 and up dependent on experience
Sagility Offers Competitive Benefits Including:
Medical
Dental
Vision
Life Insurance
Short-Term and Long-Term Disability
Flexible Spending Account
Life Assistance Program
401K with employer contribution
PTO and Sick Time
Tuition Reimbursement
Join our team, we look forward to talking with you!
An Equal Opportunity Employer/Vet/Disability
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