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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Hospitals and Health Care
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