United Woundcare Institute is a leading healthcare innovator developing cutting-edge solutions in wound care and mobile health. Job Overview: We are seeking a highly motivated and experienced Director of Client Success – SNF Operations to lead and oversee the successful management of relationships with Skilled Nursing Facilities (SNFs). This individual will serve as a senior-level client advocate, ensuring that SNF clients are satisfied, operational issues are resolved, and performance expectations are consistently met or exceeded. The Director will also collaborate cross-functionally with internal teams to ensure the seamless delivery of services and the highest level of client satisfaction.
Key Responsibilities: Client Relationship Management: Act as the primary point of contact for SNF clients, building and maintaining strong, long-term relationships. Understand client needs and expectations, serving as a trusted advisor to ensure the delivery of tailored solutions that meet or exceed service expectations. Proactively engage with clients to identify and resolve any potential issues, ensuring client satisfaction and retention. Operational Excellence: Lead the internal efforts to resolve operational issues affecting SNF clients, working cross-functionally with internal teams such as operations, billing, and service delivery. Monitor and improve service quality, ensuring adherence to contracts and regulatory standards. Develop and implement strategies to streamline processes and improve overall service delivery and client experience. Strategic Planning and Execution: Work with executive leadership to develop and execute a strategy for client engagement and retention specific to the SNF market. Identify growth opportunities within existing accounts and collaborate with business development teams to expand services and offerings. Oversee the creation and implementation of action plans to address areas of concern and drive improvements in client satisfaction. Performance Monitoring and Reporting: Establish metrics and KPIs to monitor client success and operational performance, providing regular reports and updates to senior leadership. Analyze client feedback, operational data, and service outcomes to identify trends and areas for improvement. Lead efforts to continuously improve service delivery, operational processes, and customer satisfaction based on performance data. Qualifications: Education:
Bachelor's degree in Healthcare Administration, Business Administration, or related field (Master's degree preferred). Experience: Minimum 8-10 years of experience in client management, relationship management, or operations, with at least 5 years in a director or senior leadership role preferred. Proven experience working with Skilled Nursing Facilities (SNFs) or within the healthcare industry. Strong track record of successfully managing complex client relationships and driving operational improvements. Skills and Abilities: Excellent interpersonal and communication skills, with the ability to build trust and rapport with clients and internal stakeholders. Strong problem-solving skills, with the ability to quickly identify issues and develop effective solutions. Experience leading cross-functional teams and driving alignment toward common goals. Strong organizational and project management skills, with the ability to manage multiple priorities and deadlines. Data-driven mindset with the ability to analyze performance metrics and translate them into actionable insights. Preferred Qualifications: Familiarity with SNF regulations and industry trends. Proven ability to influence and lead cross-functional teams to achieve results.