Vice President of Client Experience Management

2 weeks ago

Phoenix, Arizona, United States Unislink Full time
Job Description

UnisLink is seeking an experienced Vice President of Client Experience to oversee high-risk, high-volume accounts within the Operations team. This role promotes positive customer experiences, fosters relationships, and supports brand loyalty. The successful candidate will report directly to the Senior VP of US Operations and serve as the face of the organization, responsible for leading a positive customer experience that drives retention, adoption of additional services, and referrals.

The ideal candidate will have a deep understanding of Revenue Cycle Management (RCM), transition of care, and population health. They will work closely with all areas of the business to ensure client success, analyzing performance data and communicating with customers to optimize results.

Key Responsibilities:
  • Serve as the primary executive liaison for high-risk, high-volume clients, ensuring their needs are met and relationships are maintained at the highest level.
  • Strategize and prioritize objectives to lead, expand, and mentor the Customer Experience teams, ensuring the development of a world-class team.
  • Drive customer lifetime value by defining the customer journey, deploying programs for business value, and collaborating across teams for customer growth opportunities.
  • Architect the customer experience organization and solutions to scale in support of revenue ambitions, maintaining a balance for service and support across customer segments.
  • Develop and implement risk management strategies to address client issues, ensuring proactive communication and resolution to prevent escalations.
  • Collaborate with internal teams (sales, finance, IT, compliance) across global locations to streamline processes and enhance client experience.
  • Lead efforts to enhance client retention, identify opportunities for account growth, and work closely with the sales team on client expansion strategies.
  • Ensure efficient New Client Onboarding to meet ramp and delivery expectations.
  • Partner closely with Operations leaders in India to ensure alignment on account strategies, performance goals, and service delivery standards for shared clients.
  • Own the client experience, delighting customers at every touchpoint, and ensure full adoption of technology and services.
  • Clearly understand key stakeholders, identify motivators and risks within client organizations.
  • Identify and track red flags and risks within the organization, creating and deploying account plans, and introducing specialized experts to drive client satisfaction.
  • Develop a deep understanding of the client's practice, proactively communicating UnisLink's performance, and sharing best practices.
  • Anticipating client needs, addressing concerns immediately, and asking for referrals from delighted customers.
  • Keep clients informed about new developments at UnisLink, revenue cycle, payor, and/or pop health trends, and regulatory issues affecting their business.
  • Promote UnisLink's core values of Respect, Integrity, Customer Focus, and Continuous Improvement.
Requirements:
  • Senior / executive level management experience with 10+ years of Revenue Cycle Management or Healthcare Operations experience required, with a focus on client-facing roles.
  • 10-15 years of proven experience leading and expanding teams, setting strategies, and prioritizing objectives to develop a world-class Customer Experience team.
  • Proven track record of navigating cultural nuances and leading teams across different geographic regions with sensitivity to diverse working styles and client expectations.
  • Proven ability to drive customer lifetime value through defining customer journeys, deploying programs for business value, and identifying growth opportunities.
  • Strong ability to manage organizational change and build internal buy-in across departments.
  • Demonstrated ability to collaborate effectively across teams, particularly with sales teams, to define goals and leverage products and services for customer success.
  • Track record of supporting a broad portfolio of initiatives, including enhancements, new capabilities, and standalone projects.
  • Experience collaborating with global teams to meet established KPIs and performance metrics.
  • Proven track record in implementing strategies to improve customer retention, reduce churn, and increase upsell opportunities within client accounts.
  • Strong understanding of healthcare regulations, privacy laws, and industry compliance standards, particularly in Revenue Cycle Management or Healthcare Operations.
  • Values a high level of confidentiality and professionalism.
  • Proactive, constantly seeking improvement and feedback.
  • Action-oriented, closing the feedback loop for every interaction and reporting results to the customer and internally.
  • Has high emotional intelligence and demonstrates empathy with clients and internal team members.
  • Strong advocacy skills to ensure client perspectives are represented within the organization's strategic initiatives.

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