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Director of Client Services

Company: EDI Health Group Inc
Location: Irvine
Posted on: May 13, 2022

Job Description:

Since 1989, DentalXChange has earned industry-wide acclaim and recognition for pioneering the web-based dental EDI solutions industry. Today, we have grown to support a current client base of over 80,000 dental healthcare offices, providing frictionless dental care for providers, patients, and payers. Headquartered in Irvine, CA, DentalXChange accounts for more than $90 billion in dental claims every year. Through our clearinghouse and secure web portals, we process nearly 200 million EDI transactions, consisting of more than 60 million dental claims annually. Client Services Director Position SummaryThe Client Services Leader has overall responsibility for the Client Services department and is a key customer experience champion with DentalXChange. A passionate and energetic leader, she/he/they will continually improve upon the level of customer service, ongoing innovation, technological upgrades, and be a customer empathy and experience influencer across the company. The person in this role must also promote a positive, performance driven culture and environment within the department.What You'll Be Doing as Client Services DirectorLead the Client Services Department as a multi-channel, technology empowered, scalable support organizationWorking closely with the SalesForce implementation team, guide the design and build of client service workflows and process that optimize customer experience, growth, and costs to serveObserve and promote a teamwork focused department in which our values of exceptional customer service skills are promoted, recognized, and supportedConduct effective resource planning to maximize the productivity of resources (people, technology etc.) across appropriate service channels (chat & phone)Drive data driven communication and decision-making via effective use of using key performance metrics (customer satisfaction, utilization, abandon rates, talk time, etc.)Ensure clients understand full scope of DXC solutions; strategize and present value-added opportunities to clients and work cross-functionally with sales and marketing teamsIdentify and solve for gaps within the client journey to ensure we're delivering an excellent client experience; collaborate with product management team to provide Voice of Customer inputDeliver continuous client experience improvement and drive employee engagement, development, and career growthActively participate in hiring, onboarding, training and development of support and staff membersDemonstrate strong collaboration with peers, across teams and departments leading projects and achievement of business goalsKey Success Factors for the Client Services Director Actively leading change and continuous improvement initiatives, leveraging a balance of technology and human processingAchieving a high "Say/Do" ratioActively promoting a positive and respectful culture in/from the teamSuccessfully collaborating with other department leaders Regularly meeting the productivity and accuracy requirements established Qualifications Needed for the Client Services Director RoleBachelor's degree, preferably in businessMinimum of 5 years of experience in a leadership capacity within a call center or similar operationExpertise with call-center and customer service metricsDemonstrated experience embracing technology and process change to optimize operational performance Experience with CRMs such as Salesforce, along with other contact center information systems/omni-channel platforms (IEX, Genesys, Liveperson)Proficient in MS Office and call center equipment/software programsA passion for customer empathy and the customer journey; the ability to effectively translate that passion into actionFails fast, not afraid to experiment and try new approaches, actively learns from every mistakePositive and patientCommunicates effectively based on the audience; can frame equally well for C level dialogues as for front-line employeesClient Services Director's Direct Reports Client Services ManagerClient Services Specialists I & IIClient Services Team LeadsClient Services SupervisorsWhat We OfferChallenging and rewarding career opportunityHybrid work environment (fully remote considered for very experienced out-of-area candidates)Medical, dental, and vision benefitsPaid time off, including paid company holidays401k matchingHealthcare and dependent care flexible spending accountsFree parkingFriendly co-workers and a positive culture PI177475866

Keywords: EDI Health Group Inc, Irvine , Director of Client Services, Executive , Irvine, California

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