Now Hiring - Ulliance, Inc. - Sr Director of Client Relations & Account Services in Troy, MI

Full description of the position

What a dynamic and exciting time to be in the Behavioral Health profession. Our society and employers are recognizing more than ever the critical need to support people with behavioral health and work/life challenges. As a result, Ulliance is experiencing rapid growth and is in search of top-notch professionals to join our team of highly engaged staff. We are passionate about helping people and providing exceptional service that makes a difference. Job Overview: The Sr Director of Client Relations & Account Services will oversee the operations of Account Services, ensuring the achievement of departmental goals, client relationship development, engagement, and retention. Lead retention and engagement projects developing increased value proposition while decreasing the percentage of accounts at risk. The focus will be aimed at continuously improving the client value proposition related to the Life Advisor Wellbeing programs and service quality. Collaborate with Ulliance leadership team to achieve the organization's strategic goals, initiatives, and long-term success of Ulliance through client engagement and retention. Build and maintain strong relationships with executive-level contacts at client organizations and through healthcare consultants. Develop client loyalty programs and events to maintain client collaboration. Establish and participate in a Client Advisory Board for small, medium, and large clients. Essential Job Duties: * Oversee the daily operations of the Account Services Department * Ensure departmental goals are met and aligned with organizational objectives * Supervise and mentor Director of Account Services, fostering a collaborative and high-performance culture * Address client needs effectively and efficiently, ensuring high levels of client satisfaction through Account Services staff * Oversee contract renewals are received timely while reducing risk of non-renewal * Develop and implement through others and, follow up on retention "at risk" project plans for each 'at risk" client * Oversee retention project plan development and executive in response to "at risk" accounts and create opportunities to show value for existing client organizations * Address "at risk" accounts, strategizing solutions and determine when to move to the attention of CEO * Generate and seek out opportunities to offer additional services to client organizations thereby increasing the current and future Ulliance value proposition * Provide presentation back up on requests for simultaneous on-site services during periods of heavy activity * Participate in the development and implementation of organizational strategic goals and initiatives * Ensure adequate staff are hired, maintained, and trained to meet client needs and departmental goals * Oversee development and provide ongoing training and professional development opportunities for staff * Conduct regular performance evaluations and provide constructive feedback and mentoring * Foster a positive and inclusive team environment that encourages collaboration and innovation * Develop, adjust, and maintain standard department operating procedures to ensure consistency and high touch quality service provision * Attend utilization Service Report (SR) review meetings, as required * Participate in leadership activities * Provide backup "On Call" resource to Account Services department to meet client crisis needs * Accurately document all case information and contacts with clients and providers in the Ulliance client tracking system (ICECAP) * Comply with all HIPAA regulations, guidelines and rules * Perform other duties as assigned or directed Qualifications: * Master's degree in a human service field such as social work, psychology, counseling * Minimum 5 years management, employment law or human resources experience * Maintain appropriate State of Michigan professional licensure/certification * Possess a valid motor vehicle operator's license * Ability to travel * Strong leadership and team management skills * Strong emotional and social intelligence * Ability to motivate a team and assist in complex problem solving * Strong strategic acumen and critical thinking * Strong analytical and problem-solving skills * Excellent communication and interpersonal skills * Efficient in Microsoft Suite of products Preferred Skills: * Knowledgeable in the principles and practices of employee assistance and managerial consultative services * Public speaking experience * Ability to compile statistics, decipher pertinent information, present oral and written reports to client organizations * Considerable ability to cope with difficult and/or emergency situations requiring immediate and effective decisions Job Type: Full-time Ability to Commute: * Troy, MI 48098 (Required) Ability to Relocate: * Troy, MI 48098: Relocate before starting work (Required) Work Location: Hybrid remote in Troy, MI 48098