Regional Head - Customer Excellence

Key Responsibilities:

Client Relationship Management:

• Serve as the primary contact for clients on strategic integration and expansion opportunities.
• Maintain a strategic focus on client satisfaction and value-added strategies.
• Proactively identify and address client needs related to healthcare trends.

Performance Improvement:

• Identify and implement processes to enhance the overall performance of health centres.
• Define and integrate innovative performance standards in line with corporate strategies.

Business Acumen:

• Demonstrate strong knowledge of staffing, capacity planning, ROI, budgeting, margins, and service/product offerings.
• Implement and drive strategic and relevant operational outcomes.

Problem Solving:

• Strategically identify and resolve complex problems with proactive approaches.
• Utilize support from internal corporate and regional teams.

Strategic Meetings:

• Identify and request participation from corporate departments in strategic client meetings as needed.
• Own and lead client/site meetings, committees, and task forces to support strategic initiatives and goals.

Operational Leadership:

• Act as the operational lead on implementations post-go-live.
• Coordinate and facilitate communication across virtual sites.
• Navigate multilayer client relationships involving vendors, consultants, etc.

Multi-line Service Management:

• Manage complex multiple lines of service and clients effectively.
• Provide leadership, coaching, and mentoring at the site level.
• Build talent to proactively manage additional lines of service.

Sales Participation:

• Participate in the sales process as needed.
• Act as the escalation point for client issues.

Compliance Consultation:

• Consult with Medical, Legal, or Compliance departments regarding regulations, practice acts, practice laws, certification requirements, etc.

Project Management:

• Complete ad hoc projects as requested.
• Manage site-level supervisors.
• Share best demonstrated practices with peers across sites.

Experience:

• Occupational health: 5 years (Required)

Preferred candidate profile :

• Masters degree in business, Marketing, Healthcare Administration, or a related field.
• 8-10 years experience in the healthcare industry in client facing operational roles, preferably with a focus on employer direct healthcare solutions.
• Proven experience in client relationship management within the healthcare industry.
• Strong business acumen with expertise in staffing, capacity planning, ROI, budgeting, margins, and service/product offerings.
• Excellent problem-solving skills with a proactive approach.
• Ability to manage and lead complex multiple lines of service and clients.
• Exceptional communication and leadership skills.
• Experience in sales processes and handling escalations.
• Knowledge of healthcare regulations, practice acts, practice laws, and certification requirements.