Sr. Director of Client Services

Job Description

Job Description

This is a remote position.

Walker Bowen Talent Partners is excited to partner with a scaling non-emergency medical transportation (NEMT) health tech company as they continue to grow and invest in building a high-impact, people-first organization.

We're searching for their Sr. Director of Client Services - a critical leadership role responsible for owning the experience for all affiliated entities (e.g., clients, facilities) during a period of meaningful growth.

If you’re energized by building and strengthening client services, partnering closely with leadership, and creating an environment where teams can do their best work, while staying connected to a mission that improves access to care, we’d love to connect!

Our Client

Our client is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. Our client employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. They serve the largest Medicare Advantage, Medicaid, and provider programs in the country.

The Role

Sr Director Client Services: Owns the client experience for all affiliated entities (e.g., clients, facilities), ensures seamless engagement, ride quality, crisis communication, grievance closure, and quality improvement.

Job Responsibilities

This leader will report directly to the COO and bring deep healthcare experience to lead our facilities, escalation and complaints teams. This person will be responsible for seamless engagement with our facilities partners including pipeline generation, engagement, onboarding, on-going support and quality improvement. Their leadership will ensure facilities are empowered to seamlessly move members into and out of facilities and that they advocate for our client in the community.

This leader will also serve as a central point of contact to triage, coordinate and communicate any escalations related to member access. This spans rule based triage, monitoring and communication to internal and external stakeholders as other teams drive remediation. They will also own the complaint and grievance motion to ensure 100% defect free execution. Finally, they will excel at providing insights to further improve our client's delivery and work with their technology and operations teams to roll out new solutions.

• Bachelors degree with a MPH, MBA or other advanced degree preferred
  
• Healthcare leader with 15+ years of experience delivering platform solutions, engaging a broad stakeholder universe, and improving quality
  
• 3-7 years experience leading stakeholder facing teams including exempt and non-exempt labor
  
• Signifant experience in Medicare Advantage and Managed Medicaid payor facing roles
  
• Experience with healthcare requirements around member experience, escalation mgmt, compliance, benefit integrity, approval & denials etc.
  
• Six Sigma Black Belt or equivalent experience with process excellence and quality improvement
  
• Expertise in systems thinking with an emphasis on delivering SLA's, NPS and cost metrics
  
• Executive presence with excellence in written and verbal communication spanning word, excel and powerpoint
  

Preferred Qualifications:

• Previously worked at a payor, leading health system, leading Dialysys company or at-scale digital health company
  
• Experience with B2B marketing (to drive facilities adoption)
  
• Experience with enterprise relationship management (tiered service delivery, stakeholder management etc.)
  

Our client offers a remote-first work environment, competitive compensation, and comprehensive benefits including:

• Career growth and development opportunities in a mission-driven organization
  
• Competitive salary, annual bonus opportunities, and equity options
  
• Remote with flexible hours
  
• Comprehensive medical, dental, and vision insurance
  
• 401(k) with company match
  
• Generous PTO, paid company holidays, and paid parental leave