Director of Client Outcomes

23 hours ago

Medina, United States Banyan Medical Solutions Full time
Job DescriptionJob DescriptionJob Description: Director of Client Outcomes

Department: Revenue and Expansion

Location: Home office or at customer site. Occasional travel to Banyan offices as needed.

Reports To: SVP/Chief Clinical Officer

Hours of Work/Shift: Full-Time Exempt. The work shift is primarily daylight hours through the week. However, the nature of the role requires occasional evenings and weekend work depending upon client need.

Travel Expectations: Ability to travel as required. Regular travel to clients is not required unless the situation warrants. The Director of Client Outcomes is accountable to travel to a client site to support product implementation.

COMPANY BACKGROUND

Banyan Medical Systems, Inc. is headquartered in Omaha, Nebraska. We design, develop, produce, sell, and support custom Healthcare IT solutions. Our work focuses on the integration of real-time data streams in support of providing care givers, patients, and family members access to coordinated, holistic care information. We currently offer configurable solutions for procedural area integration (e.g. operating rooms), fall prevention, virtual care teams, and multi-source audio/video collaboration. In addition, we offer scalable custom solutions for addressing room to enterprise level collaboration needs. Banyan Medical Systems is an innovative Digital Healthcare provider looking for dynamic, energetic, accountable, and highly self-motivated individuals to join our team.

About Banyan Medical Solutions Since 2009, Banyan Medical Solutions has pioneered virtual nursing and remains at the forefront of the industry. It provides extensive, scalable, and sustainable solutions that enhance patient outcomes and reduce hospital costs. Headquartered in Omaha, Nebraska, Banyan serves hospitals nationwide and is committed to advancing patient care and revolutionizing healthcare delivery.

Job Summary:

The Director Client Outcomes is the singular point of client contact and is responsible for complete client external portfolio management. This role is fully accountable to ensure achievement of complete satisfaction with quantity, accuracy, and quality of Banyan virtual solutions among all client stakeholders from the C-suite to the frontline, ultimately driving client retention and expansion. The Director Client Outcomes achieves success through highly effective, proactive engagement with external client stakeholders and those internal to Banyan within a highly matrixed environment. Through the key responsibilities the incumbent ensures that every client is referenceable and is not only retained over the long term but becomes a champion for expansion.

Key Responsibilities:
  • General
    1. Implements the Banyan Way and follows the established model.
    2. Aims to be proactive and not reactive.
    3. A champion both internally and externally.
    4. Consistently documents all client interactions and activities within various tracking systems, including CRM, ensuring the systems reflect the most current roadmap of the client organization.
    5. Self-starter, with a commanding executive presence.
    6. Works independently with multiple customers.
  • Client Management
    1. Build and maintain strong, long-term relationships with key stakeholders, ensuring client retention and service expansion.
    2. Act as the primary point of contact for clients, addressing their needs and concerns promptly.
    3. Ensure clients achieve value through positive clinical and financial outcomes post implementation.
    4. Engage with clients on ROI and outcome metrics during monthly, quarterly, and annual meetings. Responsible to source client data to enable reporting; coordinates and schedules these meetings for all participating stakeholders.
    5. Collaborate with clients on opportunities for improvement based on data. Is unafraid to challenge the client when appropriate.
    6. Responsible for having a deep understanding of customer business initiatives, overall goals and business needs to determine how Banyan can be part of their solutions.
    7. Monthly assessment of frontline satisfaction with Banyan services.
    8. Arrange treats for frontline staff monthly.
    9. Identify potential risks to client relationships and develop mitigation strategies.
    10. Works with Client Outcomes team to uncover every known, unknown, current and future virtual care model client opportunity.
  • Performance Management
    1. Track and analyze the daily client performance dashboard, ensuring performance is aligned with driving client satisfaction.
    2. Identify areas for improvement and take action to remove barriers – both internally and externally – to ensure swift resolution of client concerns and performance metric outliers.
    3. Prepare and deliver regular reports on account status and performance to senior management.
  • Cross-functional Accountability
    1. Engages Command Center and Managed Services to meet and exceed client expectations and outcomes. Utilizes judgement to parallel process with Managed Services and Command Center, when situations warrant urgent actions.
    2. Work closely with internal Banyan teams, holding self and others accountable to ensure client needs are met and expectations exceeded.
  • Contract Management
    1. Facilitate and manage new implementations once the sales process reaches the site visit phase.
    2. Ensure compliance with contract requirements and manage renewals effectively.
  • Market Knowledge
    1. Stays informed about industry trends, competitor activities, and market changes to advise clients and adapt strategies as necessary.
    2. Provide insights and recommendations to senior leadership based on market knowledge to enhance client outcomes.

Qualifications:
  • Required
    1. Bachelor’s degree in related field i.e. Business, Healthcare, Technology.
    2. Minimum of 10+ years of experience in a sales, consulting or services leadership role.
    3. Basic understanding of technology as it relates to systems and software.
    4. Excellent communication and interpersonal skills.
    5. Critical thinker, organized, relationship oriented.
    6. Executive presence and strong interpersonal skills.
    7. Strong oral, written and verbal communication skills.
    8. Active listener with an aptitude for problem solving and ability to synthesize complex issues.
    9. Ability to influence positive outcomes
    10. Working knowledge of Microsoft office suite, i.e., PowerPoint, Excel, Word.
  • Preferred
    1. Master’s Degree in related field i.e. Business, Healthcare, Technology.
    2. Healthcare industry experience, i.e., clinical experience in acute hospital setting.
    3. Experience working with Healthcare IT systems.

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