Apta Health · 8 hours ago
Director of Client Experience
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expApta Health is a company focused on client satisfaction, and they are seeking a Director of Client Experience to oversee the relationship with clients. The role involves managing service teams, ensuring client needs are met, and implementing effective service strategies to maintain high client satisfaction and retention rates.
Employee BenefitsHealth CareHealth InsuranceInsurance
No H1B
Responsibilities
Creatively problem solve when difficult situations arise
Ensure that delivery timelines are followed, and issues are tracked and escalated as needed
Work with Human Resources and management team to staff, recruit, interview, select and hire CXE & CXC team members as needed
Provide new hire training as well as ongoing training to the CXE & CXC’s
Innovative and creative approach to delivering an exceptional client experience
Monitor CXE & CXC individual and team performance
Ensure clients receive best-in-class service through oversight of CXE & CXC teams
Mentor and contribute to professional development of direct reports
Conduct weekly 1:1 meetings with direct reports
Conduct quarterly and annual performance reviews for direct reports
Author or contribute to documentation of departmental policies and procedures, updating as changes occur
Coordinate efforts and work closely with internal leadership
Proactive outreach to assess, clarify and validate client needs on an ongoing basis
Participate in formal presentations to prospective and current clients
Prepare written correspondence, reports, and analysis as needed
Direct and execute special projects for clients as needed
Maintain current and accurate customer database files by updating CRM database
Travel as needed to manage client relationships, service recovery and new hire training
Coordinate with Sales Executives as appropriate
Achieve strategic customer objectives defined by company management
Maintain a thorough knowledge of products, technology, and benefit solutions available in the market
Continually develop comprehension of evolving funding options, underwriting principles, and pricing
Comply with company procedures and policies; make decisions in compliance with established standards of quality, performance, service, and security protocols
Support senior management with miscellaneous tasks and projects
Other duties and responsibilities as assigned
Qualification
Required
Bachelor's degree or equivalent industry experience
Minimum of 10+ years' experience in Account Management or Client Success
Minimum of 5+ years' experience with managing a team of 5-10 employees
Experience working in a fast-paced growth environment with evolving priorities
Proven leadership ability
Excellent customer-facing and presentation skills
Passion for service with an ability to bridge gaps in communication and build relationships in difficult situations
Active Life & Health licensure required; or obtain licensure within 60 days from date of hire
Expert knowledge of self-funded financial arrangements for benefit programs
Strong knowledge of underwriting, financing, and funding approaches related to the health insurance industry
Strong knowledge of federal and state regulations and legislation related to the health insurance industry and their impact on self-funded plans
Ability to compile, analyze, and interpret financial information and data to facilitate effective decision making
Strong organizational and time management skills to prioritize workload and meet deadlines
Impeccable interpersonal communication skills with strong ability to interact with associates at all levels of responsibility
Results-oriented with the ability to change priorities as needed
Excellent problem-solving skills and a proven ability to meet/exceed client expectations
Self-motivated with a proactive nature
Strong computer literacy skills, with experience using the Microsoft Office suite
Must be able to travel regularly. This position generally requires up to 25% travel. Frequently, travel is outside the local area and may include overnight stays. Travel may involve the use of your personal vehicle, rental vehicle, or airplane, according to established Company policies
Company
Apta Health
Apta Health offers healthcare insurance programs that supports both employers and employees with a self-funded plan centered.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Melissa Saturnino
Chief Operating Officer
Recent News
Company data provided by crunchbase