Director, Client Success

The Director, Client Success (AOS) is responsible for leading a team of client success teammates who manage clients and focus on revenue retention, referenceability, and growth. The scope of this job includes developing programs, processes, and best practices that foster client satisfaction, alignment, and long-term success.

This position is for our Advisory & Outsourced Services team and will be based at WellSky’s World Headquarters in Overland Park, KS. We invite you to apply today and join us in shaping the future of healthcare!

Key Responsibilities:

• Actively manage client communications by working closely with internal teams (solutions, support, engineering) to address client needs, collect feedback, and implement changes to improve solutions and services.
• Understand client needs and develop strategies to improve retention, reduce churn, and drive growth, and collaborate with team members to identify and address at-risk clients through proactive engagement and strategic planning.
• Lead the development of client programs that benefit broad WellSky client success strategies and clients across markets to enhance utilization, adoption, and client satisfaction, and work with internal teams to ensure these initiatives are aligned with clients' business objectives and operational needs.
• Develop and monitor key performance indicators (KPIs), ROI measures, and growth metrics, and provide regular reporting and insight to executive leadership, highlighting client health and opportunities for improvement.
• Ensure the team is equipped with the best practices and strategies for managing client relationships, provide mentorship and guidance by promoting a culture of continuous improvement and fostering a high-performance culture focused on client advocacy, excellence, and continuous improvement across the organization.
• Build and maintain strong relationships across the organization with key stakeholders to ensure the successful execution of client success strategies and cross-departmental alignment.
• Perform other job duties as assigned.
• Required Qualifications: Bachelor’s degree or equivalent experience
• At least 8-10 years of relevant work experience
• At least 4-5 years of relevant management work experience

Preferred Qualifications:

• Familiarity with post-acute payment models for Medicaid/Medicare. Value based care experience preferred.
• Experience in management of partner relationships with vendors as related to the EHR and products to support Clinical Documentation Review and Revenue Cycle Management.
• Knowledge of regulations and compliance requirements for clinical documentation and billing in post-acute care. Home Health and Hospice preferred.
• Experience with using financial and quality metrics to drive performance improvements.
• Job Expectations: Willing to travel up to 30% based on business needs
• Willing to work additional or irregular hours as needed
• Must work in accordance with applicable security policies and procedures to safeguard company and client information
• Must be able to sit and view a computer screen for extended periods of time
• WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.
• Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:
• Excellent medical with Rx, dental, and vision benefits
• Mental Health support through EAP
• Generous paid time off, plus 13 paid holidays
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year
• WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.
• Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.
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