At Claritev, we pride ourselves on being a dynamic team of innovative professionals. Our purpose is simple - we strive to bend the cost curve in healthcare for all. Our dedication to service excellence extends to all our stakeholders – internal and external - driving us to consistently exceed expectations. We are intentionally bold, we foster innovation, we nurture accountability, we champion diversity, and empower each other to illuminate our collective potential.
Be part of our amazing transformational journey as we optimize the opportunity towards becoming a leading technology, data, and innovation voice in healthcare. Onward and Upward!!!
JOB SUMMARY: The Director of Client Success is an empowered leader with deep knowledge of business and client needs, to assist VP to curating products visions and roadmaps while collaborate with various agile teams from end-to-end to produce meaningful products. Manages a team of Analytic Advisors to build strategies to retain and grow customer base, while leveraging interactions to identify and solve for whitespace.
JOB ROLES AND RESPONSIBILITIES:
1. Develop a team focused on customer success management and revenue retention, which will involve healthcare data analytics support and data structure consultation.
2. Cultivate product vision and prioritize roadmaps among various key stakeholders, to find new opportunities to better serve the marketplace.
3. Participate in the decision-making process for product enhancements and new features to ensure alignment with various user personas.
4. Participate in product design and product management and execute on the vision.
5. Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
6. Strives to reduce churn and drive new business growth.
7. Sustain business growth and profitability by maximizing value through innovative products, streamlined processes, and strategic client relationships.
8. May participate in analyzing client data, providing consultative insight.
9. Manage and resolve escalated client requests and complaints, to assist team members development.
10. Collaborate, coordinate, and communicate across disciplines and departments.
11. Ensure compliance with HIPAA regulations and requirements.
12. Demonstrate Company's Core Competencies and values held within.
13. Please note due to the exposure of PHI sensitive data -- this role is considered to be a High-Risk Role.
14. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned, as necessary.
JOB SCOPE: The Director of Client Success is a critical leadership role that requires a keen focus on the needs of customers. This position has a significant impact on the strategic direction and execution of the company's client success initiatives. The Director is empowered to make strategic decisions that shape the company's product vision, customer engagement strategies, and overall business growth, with a direct and substantial impact on the success of the organization's client-facing operations and key business objectives. This role has significant decision-making authority while is expected to collaborate extensively with cross-functional teams to align the organization around the customer. The Director of Client Success operates with a high degree of independence, setting the strategic direction for the client success function and ensuring the delivery of exceptional customer experiences. This is a people management job with authority for all HR actions (hiring, firing, discipline, training, etc.)
Qualifications
JOB REQUIREMENTS (Education, Experience, and Training):
* Minimum bachelor's degree, preferably in Health Services or Business or a related field from an accredited 4-year college or university.
* Minimum 5+ years insurance experience required, preferably health insurance experience in the self-insured plan arena.
* Required licensures, professional certifications, and/or Board certifications as applicable.
* Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
* Ability to manage multiple simultaneous initiatives including continuous evaluation and re-ordering of priorities as business needs dictate.
* Experience with distributed (offshore and remote) teams.
* Experience with working across multiple teams.
* Experience with Scaled Agile Framework (SAFe)
* Knowledge of Healthcare industry and understanding all major workflows associated with the healthcare claim processing is beneficial.
* Communication (oral, written and listening), project management, analytic, organization, interpersonal, prioritization, multi-tasking, initiating, communication, problem-solving, planning, and technical skills.
* Ability to be detailed oriented, while keeping the entire vision in mind.
* Ability to establish strong working relationships with teams and client relationships.
* Demonstrate commitment to excellent customer service and follow-through.
* Ability to effectively present information and respond to questions from internal and external customers.
* Ability to be flexible and creative in problem solving.
* Ability to anticipate business needs and think with a business owner mind-set.
* Ability to adhere to corporate work ethic standards.
* Ability to facilitate teams and client relationships to satisfy needs and identify improvements.
* Ability to develop strong relationships with all levels of management.
* Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier, and telephone.
BENEFITS
We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.
Your benefits will include:
- Medical, dental and vision coverage with low deductible & copay
- Short and long-term disability
- Employee Stock Purchase Plan
- Generous Paid Time Off – accrued based on years of service
- WA Candidates: the accrual rate is 4.61 hours every other week for the first two years of tenure before increasing with additional years of service
- Flexible Spending Account
- Employee Assistance Program
- Sick time benefits – for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits.
COMPENSATION
The salary range for this position is $98,133 - $178,380. Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.
EEO STATEMENT
Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. If you would like more information on your EEO rights under the law, please click here.
APPLICATION DEADLINE
We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.
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