Director of Client Operations

Director of Client Operations

Location: Casselberry, FL

Department: Client Services

Reports to: AVP of Client Services

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Summary of Position Role/Responsibilities

The Director of Client Operations is responsible to oversee and lead the Client Services Placement teams which manage and grows existing client accounts by devising client retention strategy, developing client relationships, and ensuring team delivers client and company objectives. Leadership of the team and strategic planning will focus on all activities leading to HCP placement, acquisition of client orders, growth of client accounts and excellence in client service delivery. This role is responsible for team management, accountability, growth and development.

Essential Functions of the Job

PEOPLE

  • Be a champion for Avant Healthcare Professionals’ goals, people and mission while exemplifying our values
  • Contribute to the company’s growth by identifying new opportunities to expand client engagement and client accounts
  • Responsible for identifying training needs and reviewing opportunities for process improvement
  • Build client confidence and maintain strong, long-lasting customer relationships by ensuring the teams provide consistent high-quality service
  • Assign workloads to team members, oversee daily team workflow and redirect work to meet changing client expectations as needed
  • Mentor and develop the team, providing guidance and direction, to find creative solutions when handling external (client) and internal challenges
  • Meet with Account Managers weekly to review team needs and goals, and identify barriers to success
  • Meet with Sales and Immigration departments to review workflow and update team accordingly

PROCESS

  • Develop process improvements within the department to ensure client satisfaction, lead generation and that departmental goals and objectives are being constantly met
  • Partner with finance regarding client billing concerns and ensure all billing information is accurate and updated at all times
  • Create an effective process and information flow between client services team and other departments (ESS, Actives, Clinical) by partnering with department leaders to ensure smooth placements and collaboration for shared goals
  • On a semi-annual basis audit respective department functions to ensure consistency and identify training needs
  • Maintain frequent client communication and interactions to strengthen client relationships and ensure consistency and quality
  • Conduct surveys, obtain client feedback and recommend service improvements
  • Develop and deliver client presentations including business reviews, rate increases and final quarter calls
  • Manage the team, including involvement in interviewing, hiring and training department staff; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
  • Oversee department requirement of client postings to comply with Department of Labor requirements in conjunction with direction from Director of Immigration
  • Review existing departmental established procedures and develop and implement changes as needed

PRODUCTIVITY

  • Ensure clarity around priorities and goals for the assigned functional area and regularly monitor KPI’s to identify barriers for success
  • Ensure that all client requests are executed within assigned service timelines
  • Ensure effective and efficient functioning of activities related to new client contracts and calls
  • Provide weekly status updates regarding discussions and reasons for any delays or disruptions to timelines
  • Guide the team to troubleshoot issues and offer solutions that are mutually beneficial to the client and Avant
  • Plan and attend client meetings and conferences as needed
  • Create and submit client update reports to SVP, AVP and Executive Leadership team as required

LEADERSHIP

  • Develop consistent metrics for Account Managers and metrics with A/M for Client Services Managers
  • Collaborate with Manager of Client Relations to ensure purposeful flow of information as it relates to HCP or client.
  • Foster a productive and empowering working environment by promoting accountability, collaboration, and open communication
  • In conjunction with AVP, develop the Client Service Dashboard and client reporting package(s)
  • With the assistance of the AVP, develop strategies to grow existing accounts and ensure quality and cost-effective services to achieve company goals
  • Gain a deep understanding of the client’s needs and partner with the Sales department to ensure client’s satisfaction
  • In conjunction with the AVP of Client Services, create annual department budgets (in case this role will be responsible for budgeting)

Marginal Functions of the Job

  • Establish and ensure maintenance of departmental SOPs
  • Other duties as assigned

Normal Work Schedule

This is a full-time position, and core hours of work and days are Monday through Friday 8:00 AM to 5:00 PM.

Additional time outside of these hours may be needed to complete the essential functions of the job.

Education, Training, and Experience

  • Bachelor’s degree is required; healthcare or business-based degree preferred; or equivalent combination of education and experience
  • Minimum 5-7 years of prior sales, operations and/or account management experience required
  • Minimum of 3 years of direct supervision experience required of a team greater than 5
  • Healthcare experience strongly preferred
  • Marketing experience beneficial
  • Outstanding communication, organizational, and time management skills
  • Intermediate competency with database management and other HRIS software required
  • Excellent computer skills in Microsoft environment (Word, PowerPoint, Excel, Adobe Pro/FoxIT)

Required Licenses, Certifications, and Other Specific Requirements of Law

  • Health Insurance Portability and Accountability Act (HIPAA) certification or ability to obtain

Other Characteristics of the Position

Physical Demands:

  • Sitting for long periods at a time
  • Regularly required to talk or hear
  • Occasional lifting of office supplies up to 20 lbs.
  • Vision abilities including close vision and ability to adjust focus

Mental Demands:

  • Must understand and follow a set of clear oral and/or written procedures without deviation
  • Performs repetitive routine tasks
  • Withstand moderate amounts of stress
  • Must adhere to a provided work schedule to meet a set of qualitative production standards
  • Perform tasks that vary little from day to day
  • Implements others’ decisions/procedures with little judgment required
  • Must relay information orally

Work Environment:

  • This job operates in a professional office environment
  • This role routinely operates standard office equipment
  • Out of state travel may be required to visit client locations

Statement of Responsibility for Confidential Data

  • Has access to, and requires daily use of, confidential records.
  • Required by federal law to maintain strict confidentiality of “Avant” employee information and maintain security of such information.
  • Proprietary Information and Non-Conflict Agreement required.

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Avant Healthcare Professionals is an Equal Employment Opportunity (EEO) employer and does not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran's status or any other basis protected by applicable discrimination laws.

Avant Healthcare Professionals is a member of the Jackson Healthcare family of companies.