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Director, Client Success, Telemedicine

2 months ago

Tacoma, United States 10046 Sound Inpatient Phys Inc (SIP) Full time
Job DescriptionJob Description

About Sound:

Headquartered in Tacoma, WA, Sound Physicians is a physician-founded and led, national, multi-specialty medical group made up of more than 1,000 business colleagues and 4,000 physicians, APPs, CRNAs, and nurses practicing in 400-plus hospitals across 45 states. Founded in 2001, and with specialties in emergency and hospital medicine, critical care, anesthesia, and telemedicine, Sound has a reputation for innovating and leading through an ever-changing healthcare landscape — with patients at the center of the universe.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more:

  • Medical insurance, Dental insurance, and Vision insurance
  • Health care and dependent care flexible spending account
  • 401(k) retirement savings plan with a company match
  • Self-managed PTO Plan
  • Ten company-paid holidays per year

About the Role:

The successful candidate in this role will serve as the liaison between Sound Telemedicine and our post-acute customers with the responsibility to address customers’ needs and concerns as quickly and effectively as possible to develop and maintain strong relationships. The focus will be standing up new clients, retaining existing clients, and ensuring utilization of the Sound Telemedicine service. The ideal candidate will have a passion for helping others and a drive for providing exceptional customer service.

The Details: This is a virtual, work-from-home opportunity. There are limited travel requirements for this role – 1-2 trips per quarter.

In this role, you will be responsible for:

  • Serving as the main point of contact in all matters related to client concerns and needs
  • Building and strengthening client relationships to achieve long-term partnerships and expansion opportunities
  • Identifying barriers to utilization of the Telemedicine service and implementing strategies to overcome those barriers through change management efforts
  • Partnering closely with Business Development and Regional Operations Managers to coordinate implementation of new Telemedicine services
  • Working closely with other internal teams to ensure objectives and key results (OKRs) are being met
  • Assessing client feedback to identify process improvement opportunities and partner closely with internal teams to execute
  • Partnering with the clinical team to collect and share feedback to client sites
  • Staying on top of accounts, making sure they receive services that and meet their needs and expectations
  • Facilitating regular progress update calls with clients and leaders within the organization
  • Maintaining accurate client records

What we are looking for:

A successful candidate will have a demonstrated track record of a combination of these values, knowledge, and experience:

Values:

  • Customer-focused: Puts the customer's (internal and external) needs first and makes customers their top priority
  • Strategic Thinker: Demonstrates the ability to look at the big picture and proactively develop a plan of action
  • Communication: The ability to speak, write, and listen clearly and consistently
  • Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships, as the face of Sound
  • Teamwork: Demonstrates the ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization
  • Critical Thinking: Demonstrates the ability to be proactive, anticipate needs; ability to make good decisions with incomplete, ambiguous information
  • Visionary: Demonstrates the ability to see, articulate and share the future of the organization in ways that engage and motivate those around them with a clear vision and plan for the future
  • Resourceful: Proactive willingness to utilize available information and tools to figure things out
  • Collaborative: Demonstrates the ability to work well with others to accomplish a goal and get the work done; takes opinions of others into consideration; includes others in the decision-making process

Knowledge:

  • Bachelor’s Degree in business administration, healthcare administration or similar field
  • Proficiency with Microsoft Office Suite and Salesforce
  • Strong interpersonal skills to handle sensitive situations and confidential information. Position continually requires demonstrated poise, tact, diplomacy, and good judgment

Experience:

  • 3-4 years’ experience working with healthcare operational management in a client facing capacity
  • Execution of organizational change management tactics including client coaching, resistance management, communication, and training

Sound Physicians is an Equal Employment Opportunity (EEO) employer and is committed to diversity, equity, and inclusion at the bedside and in our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws.

This job description reflects the present requirements of the position.  As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.