Job Title: VP of Client Services
Salary Range: $100,000 – $150,000 per year
Position Summary: We are seeking a dynamic VP of Client Services to oversee and drive the strategic direction of our sales call center operations. This leadership role is crucial in maximizing lead generation, improving conversion rates, and ensuring exceptional customer service. The ideal candidate will be responsible for optimizing the patient experience, setting high standards for client interactions, and leveraging data-driven insights to enhance service delivery.
Key Responsibilities:
- Lead Generation and Conversion: Develop and execute strategies to boost lead generation and conversion rates, ensuring a seamless and patient-centered experience.
- Patient Interaction Standards: Establish and uphold high standards for client interactions by developing effective service level agreements (SLAs), procedures, policies, and standards.
- Patient Journey Optimization: Map and refine the patient journey, identifying and addressing bottlenecks to enhance conversion rates and overall patient satisfaction.
- Quality Assurance: Conduct regular surveys and assessments to maintain high quality control, identifying areas for improvement and implementing necessary changes.
- Data-Driven Decision Making: Collect, analyze, and report on key metrics, including lead conversion rates, call volume, and customer satisfaction scores, to drive informed decision-making.
- Strategic Reporting: Prepare comprehensive reports for various departments and senior management to support strategic planning and operational improvements.
- Resource Planning: Efficiently plan and manage resources, including staff and technology (e.g., CRM systems and chatbots), to maximize productivity and effectiveness.
- Team Development: Recruit, coach, and train team members to uphold high standards in client interactions, emphasizing ethical practices and effective communication.
Knowledge and Skills:
- Sales Leadership: Demonstrated experience leading a sales-focused call center, with a strong emphasis on increasing leads and conversions in a patient-centered setting.
- Analytical Skills: Proficient in analyzing detailed data and taking a holistic view to drive improved outcomes.
- Leadership and Management: Proven expertise in recruiting, training, and leading teams with a commitment to ethical sales practices.
- Project Management: Highly organized and results-oriented, with the ability to manage multiple priorities and projects effectively.
- Exceptional Communication: Strong oral and written communication skills, capable of conveying ideas clearly to clients and internal teams.
Experience, Education, and Certifications:
- Education: Bachelor’s degree or equivalent experience required; advanced degrees in relevant fields are a plus.
- Certifications: Certification in Call Center Management or equivalent preferred.
- Experience: 5+ years of experience in a sales-driven call center environment, preferably within healthcare or patient services.
- Track Record: Demonstrated success in managing call centers with a focus on lead generation, conversion, and customer satisfaction.
- Background: Strong background in customer service and patient relations, with a deep understanding of performance metrics and service evaluations.
- Technical Skills: Proficient in MS Office and call center software; experience with reporting, budgeting, and basic financial analysis.
Physical Requirements:
- Sedentary Work: Ability to exert up to 10 pounds of force occasionally and maintain a sedentary position most of the time.
- Visual Acuity: Required for tasks such as data analysis, computer work, and extensive reading.
- Manual Dexterity: Frequent use of hands and fingers for typing and handling objects.
- Communication: Clear and effective verbal communication skills, including the ability to convey instructions promptly and accurately.