Director, Client Services - Healthcare (Remote)

Job Description

Job Description

Who We Are

Access TeleCare is the nation's largest provider of acute specialty telemedicine, with more than 2,600 telemedicine programs launched and partnerships with 1 in 5 U.S. hospitals across all 50 states. For more than 20 years, we've pioneered tech-enabled virtual care, now delivering more than 1 million patient encounters annually across specialties including behavioral health, neurology, hospitalist medicine, pulmonary and critical care, maternal-fetal medicine, infectious disease, cardiology, and nephrology. Our care reaches communities representing more than 65% of the U.S. population, many of them rural, underserved, or vulnerable. Our Telemed IQ platform enables life-saving care across multiple specialties, and we're proud to be the first acute telemedicine provider to earn and continuously maintain The Joint Commission's Gold Seal of Approval.

Learn more about our vision, mission, and values at accesstelecare.com.  

The Opportunity

We are seeking a dynamic and strategic Director of Client Services to lead client relationships and drive growth within our Service Lines. Reporting to the Senior Director of Client Services, the Director, Client Services works closely with client executives, leaders and clinical staff at hospitals, health systems and similar facilities to provide valued guidance with regard to strategy, objectives, and definition of future Access TeleCare opportunities. This position reports to the Senior Director of Client Services.

What You’ll Do

• Own the overall client experience in your assigned territory and manage the customer relationship post implementation
• Articulate service line value and facilitate resolution to customer client inquiries
• Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive client initiatives within the organization
• Perform monthly calls and quarterly business reviews with your book of business and onsite client visits to maintain client health and strengthen the client partnership
• Directly influence our clients’ experiences at the executive leadership level and act as the escalation point for any satisfaction issues within the relationship
• Balance the role as a client advocate and strong representative of Access TeleCare with minimal supervision
• Frequent travel within assigned territory & corporate offices
• Travel 30–40% within territory & corporate offices
• Other duties as assigned

What You’ll Bring

• Bachelor’s Degree required
• 6+ years of experience in a customer-facing account management role within the healthcare industry or related field
• 2+ years of experience working in the Behavioral Health space is a plus
• Ability to apply strategic, critical, and analytic thinking skills to facilitate resolution to customer issues and requests
• Strong comfort communicating with and/or presenting to any level of employee in a hospital setting (C-suite, clinical leaders, nurses, physicians, credentialing, quality, and IT staff)
• Prepared to act as the subject matter expert on your clients with internal Access TeleCare stakeholders, reporting on trends, issues, and opportunities that will help improve product offerings and operations
• Organized and project management oriented
• Interested in working with current clients rather than prospecting and calling on new business
• Successful use of CRM applications (Dynamics and Salesforce) for documentation and gathering information
• Ability to communicate information clearly using Microsoft applications: Outlook, Excel, Word, and PowerPoint
• Ability to organize data to communicate during face-to-face, video, or phone-based meetings (internally and externally)
• Ability to identify growth opportunities within a book of business
• Ability to thrive in a high-growth, fast-paced organization
• Must be able to travel 30–40% within territory & corporate offices
• Must be able to remain in a stationary position 50% of the time 

Why Join Access TeleCare

• Health Insurance (Medical, Dental, Vision)
• Comprehensive benefits — health, dental, vision, life, and 401(k)
• Flexible vacation and wellness days — we value performance and balance
• Culture of ownership, transparency, and results — where the best ideas rise
• Directly impact patient access nationwide  

About Our Recruitment Process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we would like to speak with you. You can expect up to 4 interviews via Zoom. 

Access TeleCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.