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Senior Director, Client Success

myLaurel

myLaurel

Customer Service, Sales & Business Development
Remote
Posted on Wednesday, May 29, 2024

About Us:

myLaurel is the leader in home-based acute care tailored to the needs of frail, elderly, and complex patients. Our Recovery at Home, Rapid Advanced Care, and Acute Care at Home models provide unmatched readmission prevention and utilization reduction solutions for high-risk populations. By treating in place in their homes with a team of compassionate, advanced practitioners, myLaurel ensures patients avoid the conventional acute care journey from ER to admission to post-acute care, creating dramatic cost savings, avoiding hospital-acquired conditions, and radically improving the patient and caregiver experiences.

myLaurel Health has three clinical service programs:

  • Recovery at Home: post-hospital discharge program
  • Rapid Advanced Care: on-demand in-home acute care
  • Acute Care at Home: ED, Observation, and inpatients are discharged home, and advanced care is continued in the home, and simultaneously transition care is provided, significantly reducing readmissions

These three programs provide a unique utilization reduction and readmission prevention solution.

Summary Description:

myLaurel is looking for a seasoned and passionate Director of Client Success who will be responsible for managing existing client relationships and the performance of their active service lines. This role will be focused on monitoring the health of existing client portfolios, working with ClinOps, Clinician and Patient Engagement, Product and Engineering, and Client Implementation leadership to identify and implement opportunities that enable us to meet or exceed performance goals, and more. The ideal candidate will have a deep understanding of the healthcare industry, strategic process optimization skills, expert data analysis and interpretation skills, and extensive experience working with and influencing provider and health system leadership, as well as possessing a passion for delivering exceptional client experiences.

Key Responsibilities:

  • Implement and continually evolve Client Success strategy and team using best practices and industry trends.
  • Track, monitor, and quantify client health.
  • Work with cross-functional teams to identify and implement opportunities to meet or exceed service line performance goals.
  • Support all client inquiries and work with internal teams to resolve client-reported issues.
  • Develop client and service line specific presentations using standardized dashboard views.
  • Engage regularly with clients to discuss operational performance.
  • Orchestrate and host quarterly Joint Operating Committee Reviews that encourage discussion and expansion opportunities.
  • Continually gather client input and package insights so we can mature our services, product, and data strategies based on client feedback.
  • Understand client challenges and identify opportunities to upsell, expand and/or diversify.
  • Partner with Client Implementation during the Optimization Phase to ensure a smooth handoff of responsibilities and client relationships.
  • Convene clients to share best practices and learnings.

Key Competencies

  • Excellent communication (verbal and written) and presentation/public speaking skills.
  • Superb presentation building and crafting plus spreadsheet skills.
  • Proficient at quickly establishing strong and trusted internal and external relationships.
  • Extensive experience in managing client relationships, including handling issues and conflicts, is essential.
  • Ability to engage and influence VP and above levels of leadership.
  • Expert ability to use data from various sources to tell a meaningful and persuasive story.
  • Excellent facilitation and active listening skills.
  • Strategy and team development.
  • Able to adapt to changing circumstances, client needs, and company priorities.
  • Excellent planning and organization skills to manage and prioritize multiple projects simultaneously.
  • Robust analysis, problem-solving and decision-making skills.
  • Ability to manage change effectively, both within own team and in handling client transformations.

Requirements

  • Bachelor’s degree in business, healthcare, and 8+ years of healthcare experience directly working with provider practices, hospitals, health systems and/or health plans.
  • 5+ years of organizing, analyzing, and presenting healthcare performance data.
  • 5+ years of managing strategic, executive client relationships.
  • 3+ years engaging and influencing VP and above levels of leadership.
  • Clinical expertise preferred.

Special Considerations

  • Travel to client sites (25%-35%)

Location: Remote, East Coast Preferred

Salary Range: $170,000-$180,000