About Employer Direct Healthcare
Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.
EDH is the market leader for Independent Centers of Excellence (CoE). We have challenged the status quo in healthcare by bringing top quality surgeons within reach of all. Our surgeon-first model is the largest and most accessible network (3-4x larger than our peers), which has delivered an ROI 3x our peers. We serve hundreds of self-funded plan sponsors across 1000+ employers, representing over 4 million people across the U.S. We've saved our clients over $700 million since we were founded!
Ultimately, the US healthcare system at-large is flawed. Costs continue to rise while life expectancy stagnates. We are moving the needed on this problem by improving surgery outcomes - making people healthier - and lowering healthcare costs at the same time.
About You:
- You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
- You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
- You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
- A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
- You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
- You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
- INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.
If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.
Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.
VP, Client Success Managment
This is a new role at EDH which will help us scale our Client Success team as we continue on our trajectory of rapid growth. The VP of Client Success Management will manage our Client Success Managers (CSM) across all client sizes and markets including employer, labor and public sector clients. Our CSM’s support our Client Executives (CE) by owning the day-to-day operational interactions including client relationships, member escalations, member marketing, and client advocacy. This support function allows CE’s to focus on strategic account development and commercial growth. Consolidating the CSM function under this new role is a key component to our achieving scale, efficiency and operational excellence. . The VP, Client Success Management will also own the implementation function and be responsible for delivering a world-class onboarding experience.
The VP of Client Success Management will be a peer of and work alongside the Client Success Segment VP’s.
Location: Remote | USA | Travel Required
Responsibilities:
Leadership and Team Management:
- Lead, mentor, and manage the Client Success management and implementation teams to ensure high performance and professional development.
- Implement change management solutions to help scale our Client Success organization as we expand our market share
- Create repeatable and scalable processes that reduce time to execute and create a platform for delivering a consistent client experience
- Develop and implement strategies to enhance client satisfaction and success across the team.
- Foster a collaborative and positive team environment focused on achieving client success goals.
- Build an industry-leading team that thrives in a fast-paced environment with significant growth opportunities for high performers.
- Establish a data-driven system to support performance management.
Client Relationship Management:
- This role is an internal role, but with significant impact our clients’ overall satisfaction.
- Oversee the team responsible for managing day-to-day client relationships, ensuring client needs are met and exceeded.
- Develop and maintain strong relationships with key stakeholders to drive satisfaction and loyalty.
Setting Goals, Strategy, and Plan:
- Define the goals, strategy, and plan to achieve and exceed client success management goals.
- Ensure all team members are aligned with the defined goals and strategies.
Member Escalations:
- Guide the team in handling member escalations with a sense of urgency and professionalism.
- Ensure effective resolution of escalated issues through collaboration with internal teams.
Open Items Log:
- Oversee the management of the open items log, ensuring all client-related tasks and issues are tracked and resolved in a timely manner.
- Provide guidance to the team on prioritizing and addressing open items.
Member Marketing:
- Lead the team in developing and executing member marketing strategies to enhance client engagement and satisfaction.
- Collaborate with the marketing team to create targeted campaigns and communications.
Client Advocacy:
- Serve as a strong advocate for clients within the organization, ensuring their needs and concerns are addressed.
- Gather and analyze client feedback to drive continuous improvement in our services and solutions.
- Design, deliver, and implement client advocacy, championship, and referral programs in collaboration with marketing.
Establishing Metrics and Dashboards:
- Define both primary and secondary metrics and dashboards to enable real-time reporting on status and progress towards goals.
- Provide insight into what’s driving or limiting the intended output.
Building Processes and Systems:
- Establish systems and processes to ensure effective training and onboarding of team members in collaboration with enablement
- Provide systems and processes to ensure consistency of service delivery across clients.
- Manage our onboarding / implementation team (newly launched)
Identifying Opportunities for Improvement:
- Identify opportunities for improvement both within and outside of client success management
- Propose solutions to address identified opportunities.
Communicating Progress:
- Regularly communicate progress to both the Client Success and Executive Management Teams.
- Establishing Strong Cross-Functional Relationships:
- Work closely with sales, marketing, network, member services, and other related functions to ensure a “one team” approach.
- Foster collaboration and alignment across functions to drive client success.
Requirements:
- Proven track record of driving efficient client success management within growth stage companies.
- Experience scaling teams.
- Strong experience in managing teams with different experience levels.
- Leadership experience with a track record of building and developing high-performing teams.
- Exceptional communication and interpersonal skills.
- Demonstrated ability to work in a fast-paced environment.
- Healthcare industry knowledge and experience is a plus.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
Employer Direct Healthcare does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.