Director, Customer Success

2 months ago

Brooklyn Park, Minnesota, United States CPS Solutions, LLC Full time

Director, Customer Success
CPS Solutions, LLC
Remote

This position is responsible for client implementations, supporting ongoing client-based operations, and related reporting.

Salary Range: $150K to $175K - based on experience, plus bonus

Schedule:This position works at least40 hours per week, primarily Monday - Friday andrequires travel away from a home location for varying lengths of time up to 80%.

Responsibilities:

  • Lead development of all non-clinical site operations.
  • Staffing standards that determine operating team structures and sizes for different client situations
  • In-clinic and pharmacy interfacing workflows for each client to ensure seamless end-to-end performance from patient recruitment to adherence to retention
  • Reporting for Key Performance Indicators (KPIs) at each client, with special focus on patient growth and in-clinic operations
  • Hiring and onboarding processes for actively launching on-site team
  • Initiatives to drive operating efficiency and effectiveness
  • Partner with CPS and client IT teams to help create solutions that support operations' analytics and workflow needs
  • Support the Site GM/SVP and Vice President of Clinical in driving clinical outcomes and help manage work of ambulatory clinical specialists, as needed
  • Define the operating model for in-clinic operations that is robust yet customizable and yields predictable outcomes.
  • With an eye on scalability, develop and codify:
  • Own implementation project management and assist with ongoing operations for health system clients:
  • Champion executive stakeholder engagement at client site (C-suite, clinic leadership, pharmacy leadership) to support successful launch
  • Oversee implementation operations to capture majority of opportunity in priority clinics within 120 days of go-live
  • Hire and on-board on-site leadership and operations teams
  • Oversee project management for end-to-end client implementation
  • Support with driving broader workstreams or issue resolution during go-live as needed, e.g., pharmacy operations, distribution, IT, marketing, etc.
  • Support identified opportunities by Operations SVP/VP in ongoing operations, as needed
  • Continuously improve our go-live operating model - to gain client buy-in quicker, reduce cycle time, improve KPIs systematically, and capitalize on scale:
  • Support site leaders in ensuring all sites adhere to system-wide CPS standards during go-live and post launch, and provide subsequent operational assistance as needed
  • Support operations leadership with ad-hoc requests such as presentation, board materials, etc.
  • Help lead staff development activities and promote teamwork and positive morale.
  • Be a champion for CPS culture and values with corporate, client, and on-site teams, ensuring they flow through every interaction and process.
  • Help build systems and processes to identify, hire, onboard and develop quality talent.
  • Participate as a member of the operations team and help meet corporate objectives.
  • Facilitate regular staff meetings with the ops team to disseminate company information and review performance against budget and plan objectives.
  • All other duties as assigned by management.

Qualifications:

Bachelor's Degree from a four-year college or university1+ year of related experiencePrevious experience and proven track record managing implementation of complex projects in healthcare (preferably in a health system or other healthcare services setting), while working with diverse stakeholders. Successfully managed (growing) teams in operations in a client-facing capacityExecutive presence and communication skills to drive conversations with senior client representatives as well as internal and external working teamsA bias for data-driven decision making - on strategic as well as day-to-day issues The ability to drive strategic as well as tactical planning, and balance competing priorities in a fast-paced environmentA willingness and ability to delve into the details - of data, workflows, technology specs - to achieve rapid resultsA solid understanding of, or ability to quickly get up to speed on, technical requirements associated with Electronic Medical Records, Business Intelligence & Project Management toolsHave a valid driver's license

Benefits: All employees enjoy a competitive salary, eligibility to participate in the 401(k) savings plan with a match. Full-Time employees are also eligible for a comprehensive benefits package, including Medical, Dental and Vision Insurance, Time Off Plan, Company Paid Short- and Long-Term Disability, Basic and Supplemental Life Insurance, Medical Flex and Dependent Care Accounts and more.

CPS Solutions, LLCRequirements: All employment offers are contingent upon successfully passing a background check, drug test and signed onboarding documents. Additionally, you may be required to provide medical records or have additional medical examinations/background checks that are a specific requirement of the location or position in which you are hired. Due to the healthcare requirements of the location where you will work and the clients we support, this may include a COVID vaccine. This applies to internal transfers and status changes for internal CPS Solutions, LLC team members. CPS Solutions, LLC is also committed to a safe and drug free workplace.

About CPS Solutions, LLC: Founded nearly 50 years ago and employing over 2,500 clinical, regulatory, and operational pharmacy professionals, CPS Solutions, LLC, is one of the nation's largest providers of pharmacy services to more than 800 hospitals and healthcare facilities nationwide. CPS Solutions, LLC helps clients tackle a variety of complex issues, such as operational efficiency, rising drug costs, regulatory & compliance, 340B, and specialty pharmacy strategy. CPS Solutions, LLC helps healthcare leaders drive best in class pharmacy operations through skill, expertise, and proprietary technologies. For more information, visit


We are an Equal Opportunity Employer and do not discriminate against any qualified employee or applicant for employment because of race, color, sex, age, national origin, ancestry, religious creed, sexual orientation, gender identity and/or expression, status as a veteran, mental or physical disability or any other federal, state or local protected class.

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EOE of Minorities/Females/Vets/Disability

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