Position Summary:
We are looking for a Director of Client Service to lead a fast-paced healthcare account, supporting over 300 team members across benefits verification, customer experience, and patient operations.
This is not a behind-the-desk role; it’s for someone who thrives on being close to the operation, learning every workflow, and deeply understanding how the team and client operate day-to-day. You’ll serve as the strategic connector between the client, the operations team, and internal stakeholders, ensuring alignment, clarity, and sustainable growth. You need to be able to adapt to an ever-changing daily landscape of requests, initiatives, and plans with a “figure it out” attitude.
Your mission is to ensure the execution required to deliver results that meet the client’s goals, while also supporting and advocating for the operations team.
Key Responsibilities:
- Learn and master every client workflow, system, and process to become a true subject matter expert and trusted advisor.
- Integrate fully with the team, from associates to senior managers, building credibility, understanding challenges firsthand, and fostering collaboration and trust.
- Serve as the primary client liaison, maintaining strong relationships with key stakeholders, aligning goals, and ensuring smooth communication across all levels.
- Act as the voice of the operation to the client, articulating proposed changes, operational insights, and improvement opportunities with clarity and impact.
- Advocate for the team, ensuring feedback, challenges, and success stories are shared and acted upon to improve engagement and performance.
- Partner closely with the rest of the team to align on strategy, priorities, and messaging, ensuring consistent execution and unified leadership.
- Lead strategic reviews and presentations, turning operational data into actionable insights for the client and executive leadership.
- Drive continuous improvement, identifying gaps in workflows and collaborating across Training, QA, and Workforce to enhance results.
- Monitor and communicate key metrics that reflect client satisfaction, operational excellence, and team health.
- Champion culture and development, helping maintain a high level of engagement and belonging across the account.
- Help drive key initiatives forward, ensuring that projects, process improvements, and strategic priorities are executed in a timely and effective manner
Required Skills/Experience:
- 8+ years of experience in client services, operations, or healthcare outsourcing, ideally with exposure to large-scale U.S. healthcare clients.
- Proficient in spoken and written English at an advanced C1 level.
- Proven ability to build trust quickly, both with clients and large, diverse teams.
- Exceptional communication and storytelling skills, able to distill complex operational topics into clear, actionable narratives.
- Proven ability to create strategic analysis and make data-based decisions that drive performance and strengthen client relationships.
- Strong understanding of operational metrics (SLAs, QA, AHT, utilization, etc.) and how to use them to inform strategic decisions.
- A hands-on, empathetic leadership style with a genuine interest in people, processes, and continuous learning.
- Comfortable navigating change, ambiguity, and client demands with composure and professionalism.
