Position Summary

The Director, Client Success, Facilities will act as the primary liaison between Sound and our post-acute care partners, ensuring customer needs and concerns are addressed promptly and effectively. This role is critical in fostering strong relationships, driving facility participation, engagement, and performance within the ACO model, and promoting telemedicine adoption. For facilities contracted under Sound’s ACO, the Director will serve as the facility-level relationship owner, responsible for engagement, performance enablement, and operational alignment to achieve ACO goals. For facilities utilizing Sound Telemedicine services, the focus will be on onboarding new clients, retaining existing clients, and ensuring optimal utilization of telemedicine solutions.

Essential Duties and Responsibilities

• Serve as the primary point of contact for post-acute care facilities participating in Telemedicine and, where applicable, the ACO.
• Facilitate facility-level performance reviews and participate in Joint Operating Committees (JOCs) as applicable.
• Partner with ACO Clinical, Product, and Operations teams to review performance data, identify risks, and coordinate remediation plans.
• Assist facilities with adoption and utilization of ACO population health tools and reporting.
• Serving as the main point of contact in all matters related to client concerns and needs
• Building and strengthening client relationships to achieve long-term partnerships and expansion opportunities
• Identifying barriers to utilization of the Telemedicine service and implementing strategies to overcome those barriers through change management efforts
• Partnering closely with Business Development and Regional Operations Managers to coordinate implementation of new Telemedicine services
• Working closely with other internal teams to ensure objectives and key results (OKRs) are being met
• Assessing client feedback to identify process improvement opportunities and partner closely with internal teams to execute
• Partnering with the clinical team to collect and share feedback to client sites
• Staying on top of accounts, making sure they receive services that and meet their needs and expectations
• Facilitating regular progress update calls with clients and leaders within the organization
• Maintaining accurate client records

Values

• Customer-focused: Puts the customer's (internal and external) needs first and makes customers their top priority
• Strategic Thinker: Demonstrates the ability to look at the big picture and proactively develop a plan of action
• Communication: The ability to speak, write, and listen clearly and consistently
• Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships, as the face of Sound
• Teamwork: Demonstrates the ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization
• Critical Thinking: Demonstrates the ability to be proactive, anticipate needs; ability to make good decisions with incomplete, ambiguous information
• Visionary: Demonstrates the ability to see, articulate and share the future of the organization in ways that engage and motivate those around them with a clear vision and plan for the future
• Resourceful: Proactive willingness to utilize available information and tools to figure things out
• Collaborative: Demonstrates the ability to work well with others to accomplish a goal and get the work done; takes opinions of others into consideration; includes others in the decision-making process

Knowledge, Skills, and Abilities

• Proficiency with Microsoft Office Suite and Salesforce
• Strong interpersonal skills to handle sensitive situations and confidential information. Position continually requires demonstrated poise, tact, diplomacy, and good judgment
• Execution of organizational change management tactics including client coaching, resistance management, communication, and training

Education and Experience

• Bachelor’s Degree in business administration, healthcare administration or similar field
• 6+ years’ experience working with healthcare operational management in a client facing capacity
• Working knowledge of Medicare, ACO models, and post-acute care operations preferred.
• Experience supporting value-based care programs, ACOs, or population health initiatives preferred.

Salary Range:

This position offers an annual salary range of $105,000 - $120,000. Exact salary will depend on the candidate’s experience, education and geographic location. This position is eligible for additional compensation beyond base pay.