Client Services Director

3 weeks ago

Taguig, National Capital Region, Philippines Access Healthcare Services Manila, Inc. Full time

We are seeking an experienced Client Service Director to lead strategic account management for key healthcare clients.

The ideal candidate will bring deep expertise in healthcare operations, a strong client relationship background, and the ability to drive growth and service excellence in a BPO environment.

Key Responsibilities
  • Serve as the primary point of contact for high-value healthcare clients, ensuring delivery of high-quality services and solutions.
  • Develop and execute strategic account plans aligned with client goals and organizational objectives.
  • Manage client onboarding, service delivery, escalations, and regular performance reviews.
  • Partner cross-functionally with operations, quality, compliance, and technology teams to meet service-level agreements (SLAs) and key performance indicators (KPIs).
  • Identify opportunities for account expansion and upsell services based on evolving client needs.
  • Track and report on client satisfaction, operational performance, and contract compliance.
  • Lead regular business reviews, forecasting, and strategic planning sessions with clients.
  • Ensure adherence to HIPAA and healthcare compliance standards.
  • Provide leadership and mentorship to client service managers and account teams.
Qualifications
  • Bachelor's degree required or equivalent preferred.
  • At least 10 years of client service/account management experience, with at least 5 years in the healthcare BPO industry.
  • Strong understanding of healthcare operations including RCM, claims, utilization management, and/or contact center processes.
  • Proven track record of managing accounts and achieving client satisfaction and retention.
  • Exceptional communication, negotiation, and presentation skills.
  • Experience with CRM systems, performance analytics, and reporting tools.
  • Demonstrated leadership in managing cross-functional teams and client relationships.
  • Knowledge of healthcare regulations, HIPAA, CMS guidelines, etc.
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