Director, Client Success

Company Summary

Accuity partners with hospitals and health systems through a technology-enabled, physician-led model that improves clinical documentation integrity, coding accuracy, reimbursement optimization, and quality outcomes.

Job Summary

The Director, Client Success, is accountable for driving high levels of client satisfaction that promote retention and account growth. The Director, Client Success serves as a trusted advisor between client and Accuity and proactively manages performance both client-facing and internal. Communicating client ROI, establishing success metrics, and developing the client relationship are key responsibilities. The successful candidate will be responsible for collaborating with a multi-disciplinary team to drive performance, overall client satisfaction, and loyalty.

Responsibilities

• Collaborate with Operations to develop processes to be used by Operations to achieve expected outcomes
• Understand the problems and challenges of clients and identify ways Operations can better address those needs
• Establish process to support escalation engagements
• Plans and prepares for all client-facing performance read-outs by involving appropriate cross-functional teams, obtaining and analyzing reporting, and developing meaningful insights for the client
• Define schedules, key milestones, and success criteria
• Proactively identify potential risks and recommend proper mitigation
• Identify key contacts at client sites to improve and foster effective and prompt communications
• Develop and nurture relationships with key client stakeholders to position Accuity optimally for account retention and growth
• Identify revenue risk/growth opportunities
• Identify opportunities for expansion
• Provide input to forecasting and funnel activities
• Monitor and assess activities of our competitors to proactively satisfy and retain our clients
• Performs miscellaneous job-related duties as assigned

Qualifications

Education and Credentials

• Bachelor’s degree in Business or Healthcare
• Advanced degree preferred (MBA, MHA)

Experience

• Minimum of 5 years of experience in Healthcare, preferably in HIM, CDI Operations or vendor experience serving provider organizations
• Experience owning client-facing relationships highly preferred
• Experience in a technology supported services business preferred
• Experience in a related role in Revenue Cycle including extensive knowledge of Health Information Management and/or Clinical Documentation Improvement preferred

Core Competencies

• Passionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-end
• Proven experience managing a Customer Success program with a services organization
• Knowledge of the healthcare marketplace
• Ability to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth execution
• Experience with mitigating challenging customer complaints using a logical, systematic, customer centric process
• Ability to interact at all levels up to and including Senior Executives
• Ability to travel to customer sites (up to 75%)
• Ability to use a PC in a Windows environment, including Microsoft Suite products
• Independent, focused individual able to work remotely or on-site

Additional Requirements

Physical Requirements:

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation. Unless otherwise indicated, Accuity positions require interaction with people and technology while either sitting or standing. Employees must be able to communicate via phone, email, etc. and sit for extended periods of time, with or without reasonable accommodations. Physical effort and exposure to physical risk are limited to that of an office role / environment.

Position and Employment Statement:

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from a job and to assign other duties as necessary and at any time. All positions at Accuity Delivery Systems, LLC, are at-will employment, and a position description is not a guarantee of a job or of job responsibilities.

Position Qualifications:

Education:

• Bachelor’s degree in Business or Healthcare
• Advanced degree preferred (MBA, MHA)

Experience:

• Minimum of 5 years of experience in Healthcare, preferably in HIM, CDI Operations or vendor experience serving provider organizations
• Experience owning client-facing relationships highly preferred
• Experience in a technology supported services business preferred
• Experience in a related role in Revenue Cycle including extensive knowledge of Health Information Management and/or Clinical Documentation Improvement preferred

Knowledge, Skills, and Abilities:

• Passionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-end
• Proven experience managing a Customer Success program with a services organization
• Knowledge of the healthcare marketplace
• Ability to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth execution
• Experience with mitigating challenging customer complaints using a logical, systematic, customer centric process
• Ability to interact at all levels up to and including Senior Executives
• Ability to travel to customer sites (up to 75%)
• Ability to use a PC in a Windows environment, including Microsoft Suite products
• Independent, focused individual able to work remotely or on-site