Director Client Services Job at Demant
Overview:
Birdsong Hearing Benefits™ LLC, is a hearing benefits manager that views hearing care as total care. We provide Medicare Advantage, including all lines of business in government programs, along with commercial solutions for the most under-utilized supplemental benefit: Hearing.
We are looking for dedicated, talented, and passionate individuals who want to join us in helping people awaken to the full sound of life. We are driven by the following values:
ABOUT US
Birdsong Hearing Benefits™ LLC, is a hearing benefits manager that views hearing care as total care. We provide Medicare Advantage, including all lines of business in government programs, along with commercial solutions for the most under-utilized supplemental benefit: Hearing.
We are looking for dedicated, talented, and passionate individuals who want to join us in helping people awaken to the full sound of life. We are driven by the following values:
- People focused, realizing it is all about our consumers and each other.
- Collaborative with a strong team spirit, happy to work together to achieve greater results.
- Intuitive and creative, generating ideas and solutions to transform the hearing care ecosystem.
- Full of grit, wanting to work hard to achieve success.
- A growth mentality, eager to adapt and be flexible in an ever-changing environment
Summary
The Director of Client Services is a key role in providing the high-touch approach to overall client management differentiating Birdsong from competitors.
This role is responsible for identifying and defining strategies that enable Birdsong to anticipate and deliver on client needs, perceptions, and motivations that are critical to driving stronger client relationships that contribute to growth. The team’s approach will focus on combining deep client insights with a pragmatic, operationally focused approach to problem solving, by overseeing value delivery.
As the Director of Client Services, you can ensure Birdsong is meeting the needs of its clients by developing a strong relationship with them in collaboration with a cross-functional Birdsong team. You also can create systems and processes that help better understand what clients want and how to best meet their needs.
Responsibilities:
ESSENTIAL JOB FUNCTIONS
The Director of Client Services has a wide range of responsibilities, which can include:
- Maintain a relationship with clients from implementation through their lifecycle with Birdsong
- Lead development of a comprehensive service strategy and execution plan
- Help to define, develop, and transform the client experience aligned with client needs
- Partnering with other departments such as IT, Sales, Marketing, PMO, and Operations to ensure clients’ needs are met and that they are satisfied with the services provided
- Ensures agreed upon services are delivered as a member of the team composed of IT, PMO, Operations responsible for the implementation /on-boarding of a client
- Alongside the Head of Business Strategy, manage the Joint Operating Committee (JOC) consisting of client and business stakeholders established upon implementation kick-off through the client lifecycle. The JOC provides a means for regular communication with clients about their accounts, providing updates on their services, and answering any questions they may have with the purpose to drive loyalty and increase client value through a deepened relationship
- Prepare materials and reports for the JOC to include presentations, documents, metrics reporting on SLAs and KPIs. Materials and reports are often developed in collaboration with other Birdsong departments
PROFESSIONAL EXPERIENCE/QuALIFICATIONS
Minimum of 5 years in a Client Services role, preferably in a healthcare setting
EDUCATION
Bachelor’s degree preferred
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