DIRECTOR, CLIENT SERVICES

Job Summary

The Director of Client Services is responsible for the management and oversight of client operations and services that support the successful delivery of contracted services with First Choice Health's client base across all lines of business, including: Preferred Provider Network, Third Party Administration, and Employee Assistance Program. This position requires development and on-going support of effective work processes to ensure our Account Managers and Customer Service Representatives deliver proactive and exceptional service to our clients including optimizing and innovating how we service and deliver value to our clients.

 

This role supports Account Managers in the delivery of effective work processes and execution of daily activities. It requires knowledge of self-funded employer needs, payor requirements, and a fundamental understanding of employee assistant programs. This is a key role in understanding our client's strategic needs and effectively articulating First Choice Health's solutions, value, and overall financial advantages.

 

This role is responsible for developing relationships both internally and externally. The position is also responsible for meeting and exceeding the retention and budgetary goals set annually by the Chief Revenue Officer and VP, Enterprise Account Management.


Main Duties

    • Responsible for managing and providing oversight of clients services that support the delivery and success of customer relationships across three (3) lines of business:  
    •         Preferred Provider Organization (Contract Holder Agreement)
    •         Third Party Administration (Administrative Service Agreement)
    •         Employee Assistance Program
    •        Develop and maintain well documented work standards to ensure delivery of our services exceed customer expectations.
    •        Advance in innovation that helps to excel departmental outreach to customer base
    •        Advance skill sets with TPA Account Managers to strengthen team depth and capacity to take on new business.
    •        Partner and support EAP Operations to pursue automation and efficiencies across all core functions.
    •        Support EAP RFP process to ensure timely delivery of information upon request.
    •        Provide oversight of EAP Customer Service and evaluate opportunities to excel service and delivery of our value.
    •        Own applicable web-content across all lines of business.
    •        In partnership with the Contract Manager, draft and issue client bulletins when necessary.
    •       Adopt a proactive approach to anticipating internal and external concerns as well as being able to jump in reactively to address and remedy situations



    Requirements

            • BA/BS degree or equivalent combination of education and experience required
            • A minimum of 5 years' healthcare experience, preferably in account management or operations
            • Self-funding experience, preferred
            • Knowledge and/or payer experience in healthcare industry
            • Knowledge and/or experience working with Employee Assistant Programs
            • Thorough knowledge of healthcare industry and market dynamics
            • Strong written and communication skills
            • Ability to work independently and/or in collaboration with various departments and levels of personnel
            • Ability to organize and prioritize work
            • Demonstrate effective problem solving, analytical and organization skills
            • Strong human relations skills
            • Professional appearance and manner


            Our Benefits

            Become a First Choice Health employee and enjoy our generous benefit package. We offer competitive benefits that are much beyond the traditional basics.

            Click here to learn more about our competitive benefit package.


            How to Apply

            Please submit your resume to [email protected].

            Additional information about our company may be found on our website www.fchn.com