Director, Client Support And Operations

Director, Client Support and Operations

Department: Services

Employment Type: Full Time

Location: Chicago, Illinois

Description

Upfront is hiring a highly motivated Director of Client Support and Operations eager to serve our rapidly expanding client base and take our operation to the next level. Keys to success? Strong customer service orientation and passion, a data driven approach to prioritization, and excellent organizational skills! Help us deliver continuous value to our healthcare system partners and positive outcomes for their patient population as every patient has the right to access the care they need.

This role is responsible for overseeing daily operations and managing team priorities in delivering excellent client experiences post implementation. This role will also work to ensure the resolution of any issue in accordance with our service level agreements (SLAs), manage and prevent escalations, and coordinate timely client communications. Collaboration with other leaders within our organization is key to creating and maintaining processes to seamlessly deliver high client satisfaction and provide visibility into client operational health.

Role Responsibilities

• Provide strong leadership to the support team, setting clear goals, priorities, and expectations for performance.

• Mentor and develop team members to achieve their full potential. Support company and team vision and values through role modeling and coaching desired behaviors.

• Oversee the resolution of issues and inquiries from clients with acute attention to detail.

• Ensure clear, timely, and effective responses to support tickets in accordance with SLAs.

• Enhance support processes to improve efficiency, effectiveness, and customer satisfaction. Implement best practices for incident management, escalation procedures, and SLAs.

• Oversee client communication related to operations.

• Manage client escalations, create plan of action resolutions, and lead client and internal communications.

• Create metrics, maintain dashboard to provide visibility to VP Client Services and other executives on client operational health. Provide insights and recommendations to inform strategic decision-making.

• Develop training materials and documentation for clients and internal support staff and conduct training sessions to educate clients on best practices for using our platform.

• Collaborate with sales, marketing, implementation, and product teams to ensure a coordinated approach to client support and satisfaction.

• Work collaboratively with product management and development teams to prioritize feature enhancements and bug fixes.

• Care about consumer privacy and help ensure compliance with HIPAA policies and procedures.

Reporting Relationships:

• The role reports to the VP of Client Services

• This role has direct reports

Role Related PHI Access

• This role requires PHI access to all client accounts for purposes of client implementations as well as client environment QA/UAT processes.

Qualifications

• Bachelor's degree preferred

• Detail-oriented multi-tasker

• Strong initiative and accountability

• Strong analytical skills and logicality

• Passionate about client success

• Go-getter, enthusiastic and ambitious

• Outcome-focused with strong time management and prioritization abilities

• Self-starter with a healthy competitive drive to succeed

• Strong verbal and written communication skills

• Proficiency in Microsoft Office Suite

• Some industry-specific knowledge required

• Proficiency in ticket management software - Jira, Salesforce

• Strongly preferred, but not required - familiarity with SQL, BI tools

Benefits

• Competitive salary

• Stock options

• Medical, Vision, and Dental

• 401k

• FSA and HSA

• Employer paid short-term and long-term disability

• Life insurance

• Education reimbursement, adoption assistance, health & wellness perks, and training & development courses

• Commuter benefits

• Flexible PTO policy

• 14 paid company holidays

• Paid personal quarterly community service day