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Client Services Consultant

Company: StateServ Medical, Inc.
Location: Grand Prairie
Posted on: March 17, 2023

Job Description:

StateServ-HospiceLink provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states.Responsibilities:

  • With a solid understanding of the organization's processes, this role builds and maintains client relationships initiating contact via phone, email and in-person meetings at all levels of the client organizations. Ensures execution of client touch plan and documentation of all client interaction in CRM. Addresses areas of concern and identifies opportunities for improvement to ensure client satisfaction by executing assigned deliverables. This may include coordinating conference calls with organizational stakeholders and clients to address and resolve client challenges.
  • Coordinates with Network Management, Sales, and Implementation Team with the implementation of new clients by working effectively with internal divisions to ensure actions are handled in an appropriate and timely manner. This may include conducting educational sessions via on-site trainings, conferences calls, webinars, computer share, etc. to keep clients apprised of StateServ/Hospicelink operations and new initiatives. Monitors client progress, claims, calls/contacts, payables.
  • Drive margin optimizations of assigned accounts through multiple levers to include ensuring invoice integrity, accurate census management, accounts receivable department collaboration, and the use of provider optimization plans. Grow existing accounts by adding additional products and services, where appropriate. Identify opportunities to increase market share and preserve client accounts during client mergers & acquisitions.
  • Serves as an integral partner with the quality assurance team in performance improvement, conference calls and service recovery activities to ensure client satisfaction and that service level agreements are met.
  • Meets with clients and attends conferences to effectively develop, maintain and strengthen multiple relationships with current client customers at corporate, regional and local levels. Provides information and opportunities available from StateServ/Hospicelink to clients.Marginal or Additional Functions:
    • Enters and captures contact information in the contact management database to build out territories, manage activities and ensure information regarding customer interactions, trainings and reports are up to date. Monitors and reports on activities and provides relevant management information.
    • Executes client touch plan in accordance with annual initiatives
    • Ensures client surveys are distributed in a timely manner and manages appropriate follow-up.
    • Performs other duties as assigned or apparent.Knowledge, Skills or Abilities: Education, Licensure or Certification:
      • A thorough knowledge and understanding of general business management as normally obtained through the completion of a Bachelor's Degree in Marketing, Finance, Accounting, Business Administration, Healthcare or a related field of study Work Experience or Related Experience:
        • One year of account management and/or consulting experience is preferred, but not required. (preferred?) Experience in which the incumbent has been engaged in identifying and understanding the customers' needs, providing solutions and presenting recommendations.
        • Experience managing a project from inception to implementation is strongly preferred. Experience conducting training sessions is also preferred.
        • Operational experience in a hospice or other healthcare environment preferred
        • Experience in the healthcare or medical fields in which incumbents have gained a thorough understanding of durable medical equipment is strongly preferred. Specialized Knowledge, Skills & Abilities:
          • Knowledge of common sales communication techniques, identification of the clients' value proposition and presentation of solution based sales. The ability to utilize this knowledge to engage clients and manage accounts is required
          • The means and ability to work from a home office or corporate office to accomplish objectives and tasks as described
          • Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present information and training to varied clients
          • A basic understanding of the operations of the durable medical equipment industry, hospice, PACE, and SNF industry
          • The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks
          • A good understanding of StateServ/Hospicelink products, technologies, selling strategies and internal business functions is necessary to become proficient and competent in this role Equipment:
            • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are requiredTravel Requirements and Conditions:
              • Extensive travel is required including overnight travel at least 40% - 50% of the time to visit clients and providersStateServ-HospiceLink offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference!StateServ-HospiceLink provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states.Responsibilities:
                • With a solid understanding of the organization's processes, this role builds and maintains client relationships initiating contact via phone, email and in-person meetings at all levels of the client organizations. Ensures execution of client touch plan and documentation of all client interaction in CRM. Addresses areas of concern and identifies opportunities for improvement to ensure client satisfaction by executing assigned deliverables. This may include coordinating conference calls with organizational stakeholders and clients to address and resolve client challenges.
                • Coordinates with Network Management, Sales, and Implementation Team with the implementation of new clients by working effectively with internal divisions to ensure actions are handled in an appropriate and timely manner. This may include conducting educational sessions via on-site trainings, conferences calls, webinars, computer share, etc. to keep clients apprised of StateServ/Hospicelink operations and new initiatives. Monitors client progress, claims, calls/contacts, payables.
                • Drive margin optimizations of assigned accounts through multiple levers to include ensuring invoice integrity, accurate census management, accounts receivable department collaboration, and the use of provider optimization plans. Grow existing accounts by adding additional products and services, where appropriate. Identify opportunities to increase market share and preserve client accounts during client mergers & acquisitions.
                • Serves as an integral partner with the quality assurance team in performance improvement, conference calls and service recovery activities to ensure client satisfaction and that service level agreements are met.
                • Meets with clients and attends conferences to effectively develop, maintain and strengthen multiple relationships with current client customers at corporate, regional and local levels. Provides information and opportunities available from StateServ/Hospicelink to clients.Marginal or Additional Functions:
                  • Enters and captures contact information in the contact management database to build out territories, manage activities and ensure information regarding customer interactions, trainings and reports are up to date. Monitors and reports on activities and provides relevant management information.
                  • Executes client touch plan in accordance with annual initiatives
                  • Ensures client surveys are distributed in a timely manner and manages appropriate follow-up.
                  • Performs other duties as assigned or apparent.Knowledge, Skills or Abilities: Education, Licensure or Certification:
                    • A thorough knowledge and understanding of general business management as normally obtained through the completion of a Bachelor's Degree in Marketing, Finance, Accounting, Business Administration, Healthcare or a related field of study Work Experience or Related Experience:
                      • One year of account management and/or consulting experience is preferred, but not required. (preferred?) Experience in which the incumbent has been engaged in identifying and understanding the customers' needs, providing solutions and presenting recommendations.
                      • Experience managing a project from inception to implementation is strongly preferred. Experience conducting training sessions is also preferred.
                      • Operational experience in a hospice or other healthcare environment preferred
                      • Experience in the healthcare or medical fields in which incumbents have gained a thorough understanding of durable medical equipment is strongly preferred. Specialized Knowledge, Skills & Abilities:
                        • Knowledge of common sales communication techniques, identification of the clients' value proposition and presentation of solution based sales. The ability to utilize this knowledge to engage clients and manage accounts is required
                        • The means and ability to work from a home office or corporate office to accomplish objectives and tasks as described
                        • Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present information and training to varied clients
                        • A basic understanding of the operations of the durable medical equipment industry, hospice, PACE, and SNF industry
                        • The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks
                        • A good understanding of StateServ/Hospicelink products, technologies, selling strategies and internal business functions is necessary to become proficient and competent in this role Equipment:
                          • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are requiredTravel Requirements and Conditions:
                            • Extensive travel is required including overnight travel at least 40% - 50% of the time to visit clients and providersStateServ-HospiceLink offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference!

Keywords: StateServ Medical, Inc., Grand Prairie , Client Services Consultant, Professions , Grand Prairie, Texas

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