Director, Client Services Operations

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 and will oversee some assigned direct client service activities. 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.

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
• 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.
• 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
• 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
  
  

Knowledge, Skills, And Abilities

• Proven leadership and management of staff
• The understanding of complex client political environments and working in them is essential to be successful
• Must be flexible, resourceful, adapt quickly to change, and work effectively in a fast-paced, team-oriented, and high-growth environment
• 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
• Excellent written communication and documentation skills
• Must be able to demonstrate the ability to actively participate in trend and competitive analysis decision making including the use of advanced math skills
• Ability to assess problems, distinguish root causes, and take immediate corrective actions as needed by developing effective solutions
• 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
  
  

WellDyne Can Offer You

• Medical, Dental and Vision Benefits
• Medical Savings Account Options with Company match
• 401K after 90 days of employment
• Employee Assistance Program
• Life and Supplemental insurance
• Educational Reimbursement
• Paid Time Off
  
  

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 meetings 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 be required to stand for long periods of time: trade shows, lectures etc. Travel up to 50% of time.

EOE M/F/D/V