Director - Client Engagement - Healthcare

Role Responsibilities :

- Serve as the primary liaison for healthcare clients, including providers, payers, and key stakeholders.

- Establish and nurture strong relationships with senior executives and decision-makers.

- Develop and implement strategic account plans to drive business growth and enhance client partnerships.

- Identify and pursue opportunities to expand services within existing client accounts.

- Work closely with sales and delivery teams to align organizational offerings with client needs.

- Proactively monitor client satisfaction, address concerns, and ensure retention and growth.

- Leverage deep expertise in the US healthcare landscape, including regulations, payer-provider dynamics, and emerging trends, to provide valuable guidance.

- Act as a strategic advisor, offering insights and recommendations on operational and technological improvements.

- Stay informed about industry trends and share relevant updates with clients and internal teams.

- Collaborate with internal teams-operations, delivery, and product management-to meet or exceed client expectations.

Client & Team Leadership:

- Foster collaboration between healthcare providers, payers, and industry stakeholders to achieve shared objectives.

- Bridge communication between clients and technical teams to ensure alignment on priorities.

- Lead and mentor a team of account managers and relationship executives, promoting a culture of excellence and client-centricity.

- Set performance goals, provide coaching, and drive continuous improvement within the team.

- Encourage knowledge sharing and best practices across the relationship management function.

- Ensure compliance with contractual agreements and service-level commitments.

- Negotiate and manage contracts to create mutual value for clients and the organization.

- Handle escalations effectively, resolving issues to maintain strong client relationships.

- Track and analyze key performance indicators (KPIs) related to client satisfaction, revenue growth, and service delivery.

- Provide regular reports and strategic updates to leadership on account performance and opportunities.

- Utilize data-driven insights to strengthen client relationships and inform decision-making.

Required Experience:

- Bachelor's or Master's degree in Healthcare Management, Business Administration, or a related field.

- 15+ years of experience in client relationship management, business development, or account management within the US healthcare sector.

- Strong understanding of healthcare industry dynamics, including payer-provider relationships, value-based care, and regulatory compliance (e.g., HIPAA, HITECH).

- Demonstrated success in managing large, complex accounts and driving revenue growth.

- Outstanding communication, negotiation, and interpersonal skills.

- Ability to navigate complex client organizations and engage stakeholders at all levels.

Preferred Skills:

- Familiarity with healthcare technologies (e.g., EHRs, RCM, analytics platforms).

- Experience in contract negotiation and SLA management.

- Proficiency in CRM tools and account management methodologies.

- Relevant certifications in account management or healthcare IT (e.g., CPHIMS, CRCR).

Key Attributes:

- Strong client-focused mindset with the ability to build trust and credibility.

- Strategic thinker with excellent problem-solving and analytical capabilities.

- Effective leader with the ability to influence both internal teams and external stakeholders.