Client Services Director

2 days ago

Taguig, National Capital Region, Philippines Private Advertiser Full time ₱1,500,000 - ₱2,500,000 per year

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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