Director of Client Services

Hearst Television Inc   •  

Dallas, TX

Industry: Media

  •  

5 - 7 years

Posted 39 days ago

The Opportunity Homecare Homebase is searching for a Director of Client Services who will drive best in class customer experience and satisfaction. This exciting opportunity will include ensuring the customer experience during implementation and throughout the customer life cycle providing our clients with needed support related to education, defect management, data changes, workflow questions, and system settings. In addition to this customer experience there are opportunities to identify business development opportunities over to the client success team. Homecare Homebase believes that customer service is embedded in our DNA. It facilitates an improvement in our brand through the promotion of tools and resources which achieves our mission of Empowering Exceptional Care. The Challenge At Homecare Homebase, we help home health and hospice organizations across the nation overcome the business and technological challenges that stand in the way of patient care and efficiency. As Director of Client Services, you will play an essential role in ensuring our customers’ success by ensuring adherence to Service Level Agreement thresholds as well as quality control. You will also be responsible for business development, creating new opportunities for revenue. Overall you will be responsible for:

  • Overall Client Services P&L, Budget, Cost per Incident
  • Balancing Employee Productivity & Quality Assurance
  • Maintaining Standard Operating Procedures
  • Client Experience and Satisfaction
  • Meeting Client Services SLAs
  • Communicating Client Experience with Client Success, Implementation, Product Management, and Technology

What We're Looking For

Homecare Homebase’s mission is to empower exceptional care among all the clients we serve. The Director of Client Services supports this mission by providing careful observation and keen insight into the current status of support opportunities. This position will also engage strategically with Product Management, Product Support, Technology, Sales, and Implementation as needed to drive execution of customer and company goals.

We are looking for a talented, passionate individual who has at least 5 to 10 years' experience and can show us:

  • A strong leadership track record within operations that has built teams, processes, and installed new technologies
  • A track record of driving core values, mission, vision are embedded within the organization
  • Talent for facilitating diverse groups and building a consensus, as well as preparing an organization for change and continuous improvement
  • Proven success leading a large organization through change and data driven decisions
  • The ability to map current and desired processes in detail, showing various process steps as well as mapping primary role functions
  • The ability to interact effectively with multiple internal and external constituent groups
  • Customer facing who has the ability to be an executive sponsor to enterprise accounts.

Education requirements: this career opportunity requires a bachelor's degree in business or a related field or an equivalent combination of some college and significant work experience. An MBA or master's degree is desired but not required.