THE POSITION: The Client Success Leader will be responsible for oversight of one or more patient support programs to drive the overall success of the program. This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level patient outcomes, employee engagement and customer satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:Setting clear direction, with operational work plans and measurement of outcomesEnsuring work is accomplished effectively by managing employee performance, workforce management and other resourcesEngaging employees to maximize their discretionary effort while ensuring high qualityDeveloping a pipeline of excellent talent to fill current and future business needsProgram operations forecasting, revenue monitoring, contractual adherenceClient, vendor, and program partners relationship managementParticipates in client and vendor request for proposal initiatives and selectionsPlans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions  All other duties as assigned.PEOPLE LEADERPeople leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:Responsible for and oversee their respective department.Ability to maintain productive and healthy relationships with key clients to drive optimal client satisfaction and resultsLeads cross-functional collaboration and communication resulting in efficient and effective delivery of services through continuous improvementEXPECTATIONS OF THE JOB:Leadership of one or more client-specific programs; accountable for delivering consistent patient outcomes in alignment with contractual quality and service standards, SOPs, and budgetsFoster ongoing client and partner relationships and satisfaction by ensuring timely completion of deliverables, timely resolution of escalations and implementation of key program initiativesDeliver and present regular program updates regarding health of the program to both client and internal leadershipIdentify and execute opportunities for program and process improvements on a continual basis to ensure best in class patient outcomes and healthcare provider satisfactionLead the development of program specific presentations as needed, including participation in quarterly business reviews, internal quarterly business reviews, etc.Keep current on industry trends and regulations to ensure program complianceThis position will require travel limited to less than 20%; primarily to client sites/meetings/conferences
