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Client Services Consultant

3 months ago

Baton Rouge, United States Dragonfly Health Full time

With direction from business development leadership, this role acts as a liaison and engages in account management and relationship activities by serving as the primary contact for a number of assigned accounts. This includes proactively identifying and resolving customer service issues and implementing ongoing training and education for new and existing clients. Additionally, this position is also actively engaged in lead generation activities to support a qualified pipeline of potential clients.


Dragonfly Health provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 145,000 patients every day spanning all 50 states.


Essential Functions

Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

1. With a solid understanding of the organization’s processes, this role builds and maintains relationships with clients and network partners initiating contact via phone, email and in-person meetings at all levels of the client network provider organizations. Addresses areas of concern and identifies opportunities for improvement to ensure client satisfaction. This may include coordinating conference calls with organizational stakeholders and clients to address and resolve client challenges.

2. Meets with clients and attends conferences to effectively develop, maintain and strengthen multiple relationships with current client customers at corporate, regional and local levels and provide information and opportunities available from Dragonfly Health. Additionally, generates leads for prospective clients by effectively introducing the Dragonfly Health suite of services.

3. Understands client contracts with regard to terms and conditions, renewal dates and any additional service amendments. Works effectively to ensure mutually satisfactory agreements and renewals that maximize services for the client while achieving company profitability targets.

4. Coordinates with Network Management, Sales, and Implementation Team with the implementation of new clients by working effectively with internal divisions to ensure actions are handled in an appropriate and timely manner. This includes conducting educational sessions via on-site trainings, conferences calls, webinars, computer share, etc. to keep clients apprised of Dragonfly Health operations and new initiatives. Monitors client progress, claims, calls/contacts, payables.

5. Ensures effective working relationships between clients and DME providers by monitoring activities and providing analytics and reports that provide insight into the nature of operations. May encourage and/or influence changes in operations to increase productivity, profit margins and effective utilization.

Marginal or Additional Functions

1. Enters and captures contact information in the contact management database to build out territories, manage activities and ensure information regarding customer interactions, trainings and reports are up to date. Monitors and reports on activities and provides relevant management information.

2. Executes client touch plan in accordance with annual initiatives

3. Ensures client surveys are distributed in a timely manner and manages appropriate follow-up.

4. Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• This position does not entail formal, direct supervisory responsibility.

Knowledge, Skills & Abilities

Education, Licensure or Certification:

• A thorough knowledge and understanding of general business management as normally obtained through the completion of a Bachelor’s Degree in Marketing, Finance, Accounting, Business Administration, Healthcare or a related field of study

Work Experience or Related Experience:

• One year of sales experience or account management is required or experience in which the incumbent has been engaged in identifying and understanding the customers’ needs, providing solutions and presenting recommendations. Three to four years professional sales experience or account management is strongly preferred

• Experience managing a project from inception to implementation is strongly preferred. Experience conducting training sessions is also preferred

• Operational experience in a hospice environment is strongly preferred

• Experience in the healthcare or medical fields in which incumbents have gained a thorough understanding of durable medical equipment is strongly preferred

Specialized Knowledge, Skills & Abilities:

• Knowledge of common sales communication techniques, identification of the clients’ value proposition and presentation of solution based sales. The ability to utilize this knowledge to engage clients and manage accounts is required

• The means and ability to work from a home office or corporate office to accomplish objectives and tasks as described

• Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present information and training to varied clients

• A basic understanding of the operations of the durable medical equipment industry, hospice, PACE, and SNF industry

• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks

• A good understanding of Dragonfly Health products, technologies, selling strategies and internal business functions is necessary to become proficient and competent in this role

Equipment:

• Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required

Travel Requirements and Conditions

• Extensive travel is required including overnight travel at least 40% - 50% of the time to visit clients.

Work Environment, Conditions and Demands

• Work is generally preformed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions.

Physical Requirements and Demands

• Regular eye-hand coordination and manual dexterity is required to operate office equipment

Additional Position Information

• No additional information is applicable



We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.


Dragonfly Health offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference