Director, Client Engagement

Summary

Join EnableComp as the Director, Client Engagement and cultivate strong, lasting relationships with our clients. Partner with sales executives to interact with clients at the executive level, acting as an extension of their teams. Understand and communicate client expectations to internal departments, exceeding expectations to increase market share. Deliver exceptional client service and ensure product success at each client site. Manage key performance indicators (KPIs) and collaborate with internal teams to develop client-specific strategies. This role requires strong communication, analytical, and problem-solving skills, along with experience in healthcare technology account management and cross-selling.

Requirements

• Bachelor’s Degree in Business, Sales/Marketing or other related field
• 7-10 years of demonstrated experience in account management in the healthcare technology industry, engaging hospital revenue cycle management
• 3-5 years of experience in cross-selling or white-space selling, with a proven track record
• Equivalent combination of education and experience will be considered
• Strong computer proficiency and understanding of basic office applications, including MS Office (Word, Excel, and Outlook)
• Regular and predictable attendance

Responsibilities

• Act as an “ambassador” for the team by facilitating friendly, courteous, efficient, and well-presented service to all clients
• Manage certain KPI metrics, including NPS scoring and client retention goals
• Use a consultative approach to ensure the right services are delivered at the right time to meet each client’s needs
• Review, understand, and track each client’s performance goals and meet regularly with clients to review their status and progress, highlighting EnableComp’s value proposition and ROI
• Ensure EnableComp’s monthly and quarterly reporting packages are generated and delivered to clients timely, reflecting pertinent metrics and benchmarks
• Collaborate with internal teams to develop and implement client-specific strategies and action plans for communication, resolution of open internal/external items, and maximization of current and future revenue, including identifying cross-sell opportunities
• Schedule and attend regular client meetings or conference calls to discuss current status and reports, ensuring necessary EnableComp team members contribute appropriately
• Develop agendas and other presentation materials, create meeting summaries, and generate meeting deliverables
• Assist Implementation with the rollout of any process update/rollout initiatives and manage client deliverables post-implementation
• Manage and control client obligations, maintaining a high level of customer satisfaction
• Identify cross-sell opportunities, escalating to the assigned outside sales executive
• Participate in internal client account review meetings
• Direct EnableComp’s Managed Care initiatives and ensure clients are aware of upcoming fee schedule changes and reimbursement impacts
• Work with key client contacts to understand and proactively impact legislative changes in Complex Claims
• Develop and lead the Client Engagement and Managed Care teams to execute on established KPIs
• Use independent judgment and discretion as it relates to responsibilities
• Perform other duties as required

Preferred Qualifications

• Experience with claims billing and IT/EDI systems
• Experience with CRM software (e.g., Salesforce.com)
• Effective polished professional presentation skills
• Strong passion for serving the needs and expectations of the client
• Ability to work independently and collaborate with internal departments and leaders
• Excellent written and oral communication skills
• Demonstrated experience managing stressful situations
• Demonstrates a consultative relationship style; is a team player and has a positive attitude
• Strong analysis and problem-solving skills
• Ability to manage conflicting priorities, while being adaptable and flexible
• Willingness to travel (some travel required)