Director, Client Services - Remote

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise?, Paragon?, Altera TouchWorks?, Altera Opal, STAR?, HealthQuest? and dbMotion? solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Director, Client Services

Altera Sunrise Solution Suite Sunrise? | Altera Digital Health (alterahealth.com)

Remote Role – U.S. or Canada

JOB SUMMARY

The purpose of this role is to improve client satisfaction and drive revenue. The Director, Client Services is responsible for leading and developing high-performing teams that deliver exceptional solutions to our Sunrise clients. This role will focus on building strong relationships with clients, ensuring optimal service delivery, and driving continuous improvement within the client services organization.

KEY RESPONSIBILITIES

• Lead, mentor, and develop teams to achieve and maintain high-performance in-service delivery.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Implement training programs to enhance team expertise in clinical and revenue cycle practices.
• Ensure teams are highly responsive and provide timely, accurate services.
• Develop and monitor service level agreements (SLAs) to ensure that client expectations are consistently met or exceeded.
• Optimize resource allocation to maximize performance and client satisfaction.
• Serve as a key point of contact for high-level client interactions, ensuring exceptional service and addressing any concerns.
• Work closely with clients to understand their unique needs and tailor services accordingly.
• Proactively seek client feedback and implement improvements based on their input.
• Develop and implement processes and best practices to drive efficiency and effectiveness in service delivery.
• Use data and analytics to monitor and enhance team performance, ensuring continuous improvement.
• Explore and identify additional revenue opportunities with clients.
• Monitor and support the Accounts Receivable efforts in conjunction with our finance teams.
• Represent Altera leadership in multiple client touchpoints, tradeshows and conferences.
  
  

QUALIFICATIONS

Education

Bachelor's degree in business, finance, computer science, or equivalent years of experience.

Work Experience

• 10+ years proven expertise in delivering exceptional client service within the healthcare IT industry.
• 7+ year track record in client service leadership, including coaching, mentoring, and performance management.
• Demonstrated ability to enhance client satisfaction and drive revenue through innovative solutions and tailored approaches.
• Strong understanding of healthcare industry practices and trends, including technical knowledge of healthcare software systems and applications.
• Demonstrated ability to identify process inefficiencies and implement impactful changes that enhance client experience and team productivity.
• Experience in client relationship management, fostering trust and delivering exceptional customer service.
• Successful background in creating process change that was impactful to the business, clients and staff.
• Adept at conflict resolution and de-escalation, ensuring positive client interactions.
• In-depth knowledge of Altera Sunrise? solution suite and its functionalities preferred.
• Experience in managing and leading geographically dispersed teams
• Excellent written and verbal communication skills; able to tailor messages to different audiences.
  
  

TRAVEL AND LOCATION

• Up to 25% travel may be required.
• This role is based in the United States or Canada.
  
  

Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Salary Range

$110,000—$140,000 USD

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

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