Director of Client Services, Community Technologies

Providence Healthcare   •  

Renton, WA

Industry: Healthcare


11 - 15 years

Posted 45 days ago

This director is expected to perform all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, s/he serves as a role model for the values and mission of the organization.

In this position you will be responsible for:

  • Supporting the activities and initiatives to assure that the Provisioning program thrives and flourishes.

  • Supporting process and policy for the development of new provisioning products.

  • Collaborating to meet the lifecycle needs of clients.

  • Collaborating with PSMS leaders and regional teams to meet the lifecycle needs of the clients.

  • Leading and promoting activities that drive or support caregiver satisfactions.

  • Guiding Client Services team toward defined strategy, vision, and goals.

  • Guiding and mentoring the Client Services team in the value of CT product adoption, client support systems and client satisfaction.

  • Supporting a culture of continuous improvement.

  • Staying current with industry and technology trends.

  • Monitoring program elements to assure consistent Client Services processes and program maturity.

  • Guiding and mentoring Executive Sponsors in support of clients.

  • Guiding and monitoring the Client Services team to implement and monitor client service metrics.

  • Guiding and monitoring the process in regard to the support of client annual objectives to achieve IT goals.

  • Supporting and guiding teams as new products are developed and implemented.

  • Functioning in the role of Executive Sponsor for assigned clients.

  • Maintaining and fostering strong relationships with regions, clients, and the PHS/PSJH team.

  • Guiding and mentoring Client Services team to represent CT products to clients.

  • Overseeing the Client Services team to support business development activities as assigned.

  • Managing the use of a CRM tool in support of client activities.

  • Collaborating to support the execution of the program marketing plan.

  • Promoting and supporting digital platform strategies.

  • Supporting the development of materials to meet client needs.

  • Supporting the development of customer facing document by suggesting and/or writing articles.

  • Supporting and monitoring processes and actions to successfully manage budget viability.

  • Monitoring key operational metrics and developing action plans needed to meet targets.

  • Leading account managers to support processes for CRF development management.

Required qualifications for this position include:

  • Bachelor’s degree and/or Master’s degree in business administration or related field.
  • Extensive experience with Epic Implementations and Community Connect.
  • 10+ years in a client services role with progressively increasing responsibility and success.
  • 10+ years in managerial client services/support.
  • 8 + years of leadership experience in managing and building teams
  • Excellent communication and presentation skills.
  • Strong operational experience that includes data analytics, tracking and reporting the use of a Customer Relationship Management (CRM) tool.
  • Strong leadership and exceptional customer service skills.
  • Excellent communication, sales and problem-resolution skills.
  • Demonstrated innovation and agility in providing strategic direction and overcoming barriers or issues.
  • The ability to drive toward timely and effective results.
  • The ability to coach, mentor and develop teams.
  • The capability to work continually towards self-development to stay current on leading customer service strategies and best practices.
  • An in-depth working knowledge of the Providence family of brands.

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