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VP of Client Implementation Services

Company: Health Care / Hospitals / Clinics, Managed Care, C
Location: Chicago
Posted on: April 17, 2018

Job Description:

Position Description:

The Vice President, Client Implementation Services will collaborate with the Operations and Client Experience leadership team to design, develop and execute on Company’s Client Implementation Services enterprise strategy, structure, and organizational alignment.

The scope of responsibility will include managing the new setup and configuration of products and services for new Clients and new services for existing Clients to meet the Client expectations and deliver upon our mission.

Client Implementation will work closely with Support Teams to ensure the new setup is ready for and executes on seamless transitions to the Support models.

Responsibilities: Manage and monitor portfolio of new implementations across multiple product suites Develop and maintain prioritized and roadmap of Implementation focused initiatives Manage planning and monitoring of expense budgets and expenditures Build and evolve processes, metrics, and tools to deliver repeatable, reliable and responsive service for our Clients Build out and drive adoption of Implementation specific Business Process Architecture across the enterprise products and services Create and maintain Client Implementation operational metrics and accountability Evaluate, design and maintain Implementation tools, including Standard Operating Procedures (SOPs), Closed Loop implementation tracking, project management and tracking methods/tools, proactive Monitoring tools/systems, phone and software systems, etc. Create and continuously improve an engaged and empowered Implementation workforce aligned to the Company mission Identify and grow Client Implementation team and individual performance and talent competencies Drive measurable resource workload allocation and planning Create and support career goals and planning for all team members Coach individuals and teams to meet and exceed business and personal goals Collaborate cross-functionally Facilitate the gathering and dissemination of Client data and requirements to applicable Centers of Excellence for initial configuration Provide enterprise perspective, leveraging best methods across and within products and processes Liaise with other Client Experience, Operations and Account Team functions to provide seamless customer-centric service Collaborate with Product Management, IT and other enabling functions to ensure client advocacy in design and implementation of new/changed products and solutions Success Measures to include: Customer satisfaction Employee engagement First time yield of implementations Service responsiveness Regulatory compliance Timely execution and return on investment of implemented improvements Fiscal performance Qualifications include: Undergraduate degree in related field, with advanced education preferred 7-10 years proven Operational and/or Client Implementation/Support leadership with progressive results Exceptional communication skills – across multiple media Engaging personality with ability build relationships and advocate across all levels of an organization (internal and external) Proven ability to utilize project management methodology and tools Proven success applying innovative and creative problem solving skills Results driven with proven ability to prioritize and execute on both strategic and tactical initiatives Effective at disrupting and improving business processes Model of leadership attributes including listening, coaching, accountability, modeling, and empathy Passion for delivering exceptional Client service experiences Operational Client Experience Management experience preferred

Keywords: Health Care / Hospitals / Clinics, Managed Care, C, Chicago, VP of Client Implementation Services, Executive, Chicago, Illinois

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