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Form of workJob Description
Unislink is currently seeking a VP of Client Experience to join our dynamic, passionate team. In this role, you will promote positive customer experiences, foster relationships, and supports brand loyalty. Reporting directly to the Chief Operating Officer, you will serve as the “face” of the organization and responsible for leading a positive customer experience that drives retention, adoption of additional services, and referrals. The VP of Client Experience will be expected to become well-versed on all aspects of the business, including the intricacies of revenue cycle management, transition of care, and population health so they can offer insight on performance and identify opportunities for improvement.
The VP of Client Experience works with all areas of the business to ensure client success. If you have experience analyzing performance data and communicating internally with the customers to optimize results, then apply today. We look forward to meeting you.
Key Responsibilities:
- Strategize and prioritize objective and key results (OKRs) to lead, expand, and mentor the Customer Experience teams, ensuring the development of a world-class team.
- Drive customer lifetime value by defining the customer journey, deploying programs for business value, collaborating across teams for customer growth opportunities, and representing the voice of the customer to internal stakeholders.
- Architect the customer experience organization and solutions to scale in support of revenue ambitions, maintaining a balance for service and support across customer segments.
- Partner closely with the sales team to define goals and leverage products and services for both prospective and existing customers.
- Support a broad portfolio of initiative, including enhancements, new capabilities, and standalone projects.
- Ensure efficient New Client Onboarding to meet ramp and delivery expectations.
- Collaborate with the India Operations team to meet established KPIs and performance metrics.
- Promote Unislink’s brand and product offerings positively.
- Own the Client Experience, delighting customers at every touchpoint, and ensure full adoption of technology and services.
- Clearly understand key stakeholders, identify motivators and risks within client organizations.
- Regularly check on product and service success, identifying areas for improvement with each client.
- Identify and track red flags and risks within the organization, creating and deploying account plans, and introducing specialized experts to drive client satisfaction.
- Continuously enhance service offerings by recommending solutions that address specific client needs, including population health.
- Develop a deep understanding of the client’s practice, proactively communicating Unislink’s performance, and sharing best practices.
- Anticipating client needs, addressing concerns immediately, and asking for referrals from delighted customers.
- Keep clients informed about new developments at Unislink, revenue cycle, payor, and/or pop health trends, and regulatory issues affecting their business.
- Promote Unislink’s core values of Respect, Integrity, Customer Focus, and Continuous Improvement.
- Perform other related duties as assigned.
- 7-10 years of Revenue Cycle Management or Healthcare operations experience required.
- 10-15 years of proven experience leading and expanding teams, setting strategies and prioritizing objectives to develop a world-class Customer Experience team.
- Proven ability to drive customer lifetime value through defining customer journeys, deploying programs for business value, and identifying growth opportunities.
- Demonstrated ability to collaborate effectively across teams, particularly with sales teams, to define goals and leverage products and services for customer success.
- Track record of supporting a broad portfolio of initiatives, including enhancements, new capabilities, and standalone projects.
- Experience collaborating with global teams to meet established KPIs and performance metrics.
- Detail-oriented project manager
- Values a high level of confidentiality and professionalism.
- Proactive, constantly seeking improvement and feedback
- Action-oriented, closing the feedback loop for every interaction and reporting results to the customer and internally
- Has high emotional intelligence and demonstrates empathy with clients and internal team members
- Prompt and dependable attendance.
- Values a high level of confidentiality and professionalism.
Why Unislink?
We offer a competitive salary and benefits package, as well as opportunities for growth and development within the organization. Our total rewards package reflects our commitment to creating a diverse and supportive workplace.
- A positive work environment with passionate leaders that believe in collaboration, innovation, and career growth.
- Medical, dental and vision insurance for you and your dependents
- Healthcare Flexible spending accounts are available options
- 401(k) retirement plan with up to 4% match and no vesting period
- Paid parental leave
- 10 days of Paid Time Off (PTO) and 9 company paid holidays annually
About Us
Founded in 2009, UnisLink helps medical providers optimize revenues, improve outcomes and reduce costs through better process management, data analytics, and outsourcing. Throughout its journey to date, UnisLink has fostered an entrepreneurial culture and attracted and retained a highly skilled team of professionals in the areas of medical billing/RCM, data analytics, product development, account management and customer service to serve clients. The company is built upon the core values of Respect, Integrity, Customer Focus and Continuous improvement. UnisLink is committed to combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or based on disability.
