Client Success Team Lead is expected to maintain high level of client satisfaction amongst our existing client groups. He/She should have detailed knowledge of our offerings plus profound understanding of client expectations so they can prevent any service gaps that may occur. Client Solutions Manager will lead a team of professionals by getting involved in the daily tasks and fully engaging with client activities. Someone who knows how run a tight ship by keeping the checks and balances and hands on knowledge of challenges faced during client engagement. An excellent team player with extra ordinary communication skills and pleasant personality.

KEY RESPONSIBILITIES:

• Lead from front to coach and empower the customer Success team to be successful in their roles
• Managing Patient and client calls in a professional manner and providing solution in minimal time.
• Managing maximum client satisfaction using relevant tools and processes.
• Strategically planning pro-active communication plans to minimize errors and issues.
• Prepare weekly, monthly relevant reports and quarterly analysis on client services and solutions.
• Developing and updating SOPs time to time for improved CS Teams performance
• Support customers in Revenue Cycle Management, clinic operations improvement, and process management
• Ensures, implement and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures.
• Ensures resources, capabilities and capacity to meet both existing and new business demand
• Ensure standard work-processes are proactively implemented, responsible for CS Teams KPI’s
• Prepare agendas, meeting minutes and weekly summary and supporting materials for clients.  
• Collaborate with cross-functional teams to ensure visibility and alignment to facilitate client meetings.  
• Work with Product team to prioritize customer features and requests
• Provides expert problem management support to difficult, high-profile customer/lead issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
• Oversees the integration of all service delivery units and constantly improves the work-quality of the whole service team, including Customer service partners and operations to ensure a seamless end-to-end delivery of service for clients
• Champions team-working, re-use, knowledge sharing and promotes the increased use of best practices
• Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management
• Adhere to all company policies and procedures
• Comply with HIPAA and ISO 27001 policies 
• Any other task as assigned by the line manger or Cube Management.  

QUALIFICATION:

• Masters from a recognized local or foreign University.  i.e MBA, MSc, Marketing, Communications, Project Management or a relevant field.
• 5+ years of work experience, minimum 3 years with multinational company.
• Ability to apply and understand HIPAA, SOX, HL7 Regulations.
• Having experience in the US Healthcare/ Medical Billing Industry is required.
• Complete and comprehensive knowledge of the Revenue Cycle Management
• Leadership /Visionary/ Goad oriented Personality / Team player
• A positive personality who can inspire others
• Good knowledge of AltuMed Products
• Excellent communication, presentation and mentoring skills
• Flexibility to work on weekends
• Available to work from Abbottabad office – onsite
• Native of Abbottabad, Haripur or Mansehra will be proffered
• Working hours Night Shift 5:30 Pm to 2:00 Summer, 6:00 pm to 2:30 Winter

HIRING ASSESSMENT CRITERIA:

• Communication skills during interview
• Previous track record  
• Technical knowledge
• Presentation on customer services strategies
• References from two previous employers