Now Hiring - Healthcare Director Client Success (Remote) in Scottsdale, AZ

Director, Client Success - Remote

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  The opportunity to work with one of the fastest growing companies in health-care whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

Location: Remote - Primary location is 9201 E. Mountain View, Road, Scottsdale, AZ 85258.

Hours: Days, Monday-Friday

Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health savings account, flexible spending accounts, additional voluntary benefits.

POSITION SUMMARY:

The Client Success organization has primary responsibility for managing, retaining and expanding client relationships. The Director of Account Management is responsible for establishing day-to-day working relationships with Matrix clients and fostering relationships between client and Matrix executives. The primary focus areas for this position are: monitoring delivery of Matrix programs to clients; resolving client issues, driving high levels of client satisfaction by exceeding service delivery expectations, and identifying opportunities for Matrix to expand on the value it delivers to clients.

The Director of Client Success will be the senior business leader for a portfolio of client accounts and will have overall responsibility for ensuring the clients receive the program value they expect. Specific roles and responsibilities in this area include, but are not limited to:

• Assists the overall Business Development team with strategic planning
• Becomes a subject matter expert for new programs
• Works with Business Development leadership to create and support strategic initiatives that align with new client growth, team and client retention and growth for the overall organization.
• Independently manages a portfolio of Matrix client programs and relationships
• Generates and interprets client status reports and internal management updates.
• Delivers results consistently and to the satisfaction of internal and external customers.
• Participates and potentially leads internal initiatives that improve client value.
• Other duties as assigned.

Oversee Client Relationships:

Matrix currently serves more than 70 clients nationally. The individual hired in this position will have responsibility for interfacing and managing relationships with a subset of the clients. Additionally, the position will serve as the liaison between internal functions such as Operations, IT, clinical services, and business services and the client. Responsibilities in this area include, but are not limited to the following:

• Work with the Matrix Client Implementations team on new client start-ups and implementations by ensuring comprehensive account plans are developed for each client. Ensure these plans are updated on an ongoing basis with all current and relevant information concerning the client and the program. Maintain on-going knowledge of project status in order to identify potential client issues and/or opportunities.
• Establish and maintain strong client relationships through regular contact, which will include regular face-to-face meetings, telephone and email communication. You will spend 50% of your time in client communications.
• Foster a broad array of relationships with clients, including across functional areas as well as vertically to senior levels of a client’s organization.
• Identify and pursue opportunities for Matrix to delivery additional value to clients through service area expansion or service offering expansion.
• Communicate the client’s goals and represent the client’s interests to the organization. Provide regular two-way communication between the client and company, to represent Matrix well and to set proper client expectations. Assume responsibility for business related client communications, conflict resolution, and quality of client deliverables.
• Interact closely with client teams to gather, monitor and analyze performance data and return on investment analysis.
• Ensure client issues, when they arise, are dealt with in an efficient manner and that clients are satisfied their concerns are being addressed.
• Ensure you manage expectations of all stakeholders, both internal and external, by communicating through meetings, verbal, written and email forms.
• Review major business deliverables (i.e. status documents, performance reports, account plans, etc.) to ensure quality standards and client expectations are met.
• Collaborate with the sales team during contract negotiations to ensure a smooth and seamless transition from sales to Client Success (Account Management).
• Identify and support pursuit of opportunities for account growth and new business.
• Actively seek to increase the services offered to your portfolio and increase the revenue generated in conjunction with cross-sell and up-sell opportunities.

Must Haves:

Educational Requirements:

Bachelor of Arts /Science degree in Business Administration or Health Care Administration or related field is required.

Required Skills and Abilities:

• The ideal candidate will possess a strong understanding of the health-care industry and are familiar with key health-care performance areas such as agement and Member Satisfaction, Risk Adjustment, Stars/HEDIS, Care Man.
• Specifically, we are looking for a business professional with 5-7 years of healthcare account management experience or direct management of multi-site healthcare delivery operations.

Knowledge

• Strong working knowledge of Microsoft Office.
• A good understanding of what it takes to maintain and develop the productive client relationships
• Must be comfortable working independently to achieve defined financial and operational goals.

Experience

• Proven Account Management skills required with a minimum of 5 years of Account Management/Client Operations experience.
• Must be able to quickly understand the company’s offerings, the client, their interests and their industry.
• Must be able to describe the processes and procedures required to deliver a successful project. Must understand what the critical success factors are that drive delivery of a profitable program.
• Direct experience in managing projects/programs, coordinating team members, developing timetables and setting deadlines in order to achieve client objectives.

Skills

• Excellent writing, analytical and project management skills.
• Excellent presentation and communication skills.
• Strong listening and questioning skills.

Abilities

• Ability to lead a project using own initiative and working as part of a team.
• Ability to create and maintain accurate / accessible and organized documentation.
• Ability to effectively communicate periodic performance reports by assembling all necessary inputs in an effective, timely and well-organized manner.
• Ability to present results and strategy at senior management level.
• Ability to identify and help convert new business opportunities.
• Ability to effectively manage customer & staff relationships, promptly respond to queries, ensure promises are kept and manage expectations.

Supervisory Responsibility: May have supervisory responsibilities.

Travel Requirements: Approximately 20%

Work Conditions: Remote Position, General Office Environment

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  We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.
• As a clinical organization, we support vaccinations because we care about the health and safety of our colleagues and those we serve. Moreover, our clients are increasingly expecting us to be vaccinated due to the vulnerability of those we serve. As such, Matrix Medical Network requires that all team members are fully vaccinated against Influenza and COVID-19, unless they are eligible for a specific exemption.