Summary
The Director of Client Services Operations oversees a team dedicated to processes, analytics, documentation, and support of the core client service verticals that directly engage with major clients. Additionally, the Director will oversee some assigned direct client service activities (approximately 25% of the time). The goal of this role is to manage client coordinators, account managers, and other available staff in a way that supports successful delivery and care for clients. Oversight includes implementation and use of best practices, client implementations of various client types, Client Services team training, sales pull through/add-on sales, trend management/client plan review, communications directed at the client level, interacting with operations and other company groups to deliver on client initiatives, gather information, compile data, and prepare the account teams for delivery. The understanding of complex client political environments and working in them is essential to be successful. This position reports directly to the VP or Sr Director of Client Services.
Essential Duties and Responsibilities
- Responsible for staff/employer relationship: Hire, lead/mentors, manage, and discipline.
- Staff includes Executive Account Managers, Account Managers, and Account Coordinators.
- Provide new employee training to ongoing training specific to the Pharmacy Services industry, HealthDyne programs, program up-selling, client sales pull-through, relationship management/political understanding, limited pharmacology, etc.
- Manages, trains, and directs assigned staff members to ensure adherence to Best Practices guidelines/ SOPs. Assists with identifying and developing new Best Practices procedures and SOPs as necessary.
- Maintains Client Services SOP database for reference and training.
- Primary support leader to the VP of Client Services in assuring the best support for clients. Manages a team that works as the “engine room” for the client-facing teams.
- Pursues initiatives with other company departments, tracks analytics and data for results reporting, gathers critical updates and report outs from operations for routine reports and updates to clients, and establishes an operational structure in coordination with the VP that ensures optimization of the team.
- Participates as a preceptor/mentor and role model for client services team members for client presentations, implementation activities, and day to day client interaction.
- Helps Client Services staff resolve escalated issues using management techniques and resources to successfully resolve issues as they arise.
- Resolves issues from a root cause perspective.
- Works with other internal departments to evaluate and improve/strengthen processes and procedures across the business to proactively eliminate processes that can result in negative outcomes while focusing on corporate profitability and efficiencies.
- Establishes department goals along with the reporting needed to provide meaningful/quantifiable feedback to the level of goal accomplishment.
- Develops strategies to optimize the performance of all Client Services staff.
- Serves in a leadership role for projects that affect Client Services/clients directly including client reports, status/development interdepartmental tools, and BDS/Web enhancements.
- Responsible for book-of-business client management including service, retention and overall relationships:
- Implementations.
- Training CS teams on new products/services.
- Process/productivity improvement initiatives.
- Facilitating external communications at the client level.
- Produces strategic initiatives targeted at meeting the needs of clients from a service and risk management perspective.
- Provides leadership and corporate-wide initiatives.
- Establishes multiple corporate relationships and participates in client-sponsored events/charities to cultivate in-group growth through these relationships.
- Exhibits compliant and ethical behavior in the performance of job responsibilities, including complying with all applicable federal and state laws and regulations, WellDyne Code of Conduct, Business Ethics Policies and Procedures, and other policies and procedures applicable to the position.
- Significant travel may be required.
- Performs other duties as assigned to meet corporate objectives.
Education and Experience
- Bachelor’s Degree and 5+ year’s health care experience (equivalent combination of education and experience considered.)
- Pharmacy services, mail order pharmacy experience preferred.
- Understanding of operational pharmacy support of clients.
- Background as a Pharmacy Technician or working in the pharmacy space in addition to client service experience is a plus.
- Must have knowledge and experience in managing and leading account management teams with a proven track record of success in new client implementations and negotiations.
- Strong organizational, interpersonal, communication, analytical, and presentation skills required.
- Must be flexible, resourceful, adapt quickly to change, and work effectively in a fast-paced, team-oriented, and high-growth environment.
Knowledge, Skills, and Abilities
- Proven leadership and management of staff.
- Must be able to utilize training techniques specific to the Client Services responsibilities.
- Ability to provide constructive feedback to support staff.
- Ability to direct and delegate to support staff as needed.
- Prior experience that demonstrates the ability to prepare for, lead and communicate with all levels of people and in various group sizes, in a manner that illustrates superior professionalism.
- Relationship-focused, with excellent interpersonal skills for dealing with clients, peers, and other departments.
- Proven ability to assess and plan strategically for political environments including the ability to mediate compromises between various interests.
- Previous experience that demonstrates the ability to manage multiple projects to a successful conclusion, including measurement of milestones and alerting project participants to outliers/ project status at any time.
- History of excellent written communication and documentation skills.
- Must be able to demonstrable the ability to actively participate in trend and competitive analysis decision making including the use of advanced math skills.
- Must be able to apply use of logical methods to address problems and develop effective solutions, with information organized clearly and concisely, ensuring customer expectations are met or exceeded.
- Ability to assess problems, distinguish root causes, and take immediate corrective actions as needed.
- Must have high attention to detail with the ability to prioritize and meet deadlines.
- Ability to adapt and be flexible in a variety of situations.
- Ability to multitask and possess excellent time management skills.
- Must be able to work independently as well as support, contribute, and lead teams in different situations.
Work Environment / Physical Demands
This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required, and client meets may require golf outings, etc. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. May be required to stand for long periods of time: trade shows, lectures etc. Travel required as much as 50% of the time.
EOE M/F/D/V
|
