Director Of Client Excellence, Healthcare Prcm

Under the guidance of the Senior Director of Client Excellence, the Director of Client Excellence - Healthcare is accountable for ensuring the delivery of industry-leading client excellence and value delivery in the oversight of the Pharmacy Revenue Cycle Management department. This role involves close collaboration with cross-functional partners to implement operational processes that align with client needs and resolve customer service issues. Additionally, the Director is responsible for fostering a team culture centered on Inmar's Standards, Values and Beliefs.

Primary Accountabilities:

• Leadership (50%)

• Lead, mentor, and develop a team of Client Success Managers.

• Guide the Client Success Management Team in establishing and adhering to best practices for servicing clients, including managing client inquiries and project work.

• Oversee the reconciliation of pharmacy accounts receivable.

• Ensure effective recruitment and retention of high-quality team members.

• Maintain open communication channels with the team, peers, and senior leadership, and allocate resources efficiently to achieve departmental goals.

• Communication and Collaboration (25%)

• Cultivate and sustain strong, enduring relationships with key clients.

• Act as the primary point of contact for escalated client issues and concerns.

• Proactively identify opportunities to enhance the client experience and deliver added value.

• Regularly communicate with internal stakeholders to share client feedback and insights.

• Collaborate with Product and Engineering teams to advocate for client needs and priorities.

• Process Improvement and Optimization (25%)

• Continuously assess and optimize client success processes and workflows.

• Implement tools and systems to enhance efficiency and effectiveness.

Ensure alignment with industry best practices and standards.

Required Qualifications:

• Bachelors degree preferred, or equivalent combination of education and work experience

• 10 years of experience management experience , preferably in operations leadership; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position

Individual Competencies:

• Integrity: Gains the trust of others by taking responsibility for your own actions and telling the truth. Follows through on commitments and agreements; Respects confidentiality; Maintains confidentiality regardless of pressure from others.

• Personal Credibility: Demonstrates concern that one be perceived as responsible, reliable, and trustworthy.

• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.

• Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.

• Establish Focus: The ability to develop and communicate goals in support of the business' mission.

• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

• Communication: Giving and receiving messages and information in written, oral, and visual formats concisely for a complete understanding of meaning and intent.

• Collaboration: Works collaboratively with others to achieve group goals and objectives.

• Effective Execution: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

• Taking Initiative: Takes charge and capitalizes on opportunities.

• Authenticity: Builds legitimacy by being positive, trustworthy, and promoting openness through honest and ethical relationships.

• Career Management: Uses effective career management tactics, including mentoring, professional relationships, and feedback channels.

• Coaching: Guides, develops, empowers, and motivates associates to meet the organization's goals while preparing the team to win.

• Conflict Management: Encourages healthy and productive conflict to produce the best possible solution while managing and resolving unhealthy conflicts and disagreements in a constructive manner.

• Building Collaborative Teams: Builds productive and cooperative relationships to facilitate team effectiveness through the understanding and utilization of individual strengths, behaviors, and personalities to achieve team goals and organizational success.

• Inclusivity: Actively seeks to include and engage everyone regardless of backgrounds, cultures, or demographics to leverage the wealth of knowledge, insights and perspectives of a diverse workplace to spark creativity and propel innovation in an open and trusting environment.

• Vision and Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a global environment.

• Change Management: Acts as a catalyst to change by using effective strategies to facilitate organizational change initiatives and overcome resistance to change.

• Accountability: Sets clear goals, objectives, expectations, and responsibilities and monitors the process, progress and results to hold self and others accountable for measurable actions and results.

• Urgency: Transfers mission to action by acting clearly and decisively to analyze and implement solutions regardless of pressure or uncertainty and maintains a sense of urgency to complete tasks, accomplish goals, and act in ambiguous and complex situations.

• Influence: Persuades or convinces others to support an idea, agenda, or direction through establishing credibility, using data and facts for support, directly addressing a person's concerns or issues, and making connections while wielding power and authority in an effective and fair manner.

• Business Acumen: Understands and is aware of how to think about and successfully make the right business decisions through the utilization of industry-specific knowledge and skills and strategic thinking tools and skills.

• Influential Communication: Fosters open communication, speaks truthfully and with one voice through clear and consistent messages, listens to others and values all opinions while acting in a respectful manner to influence an outcome, impact, or effect, and responds appropriately to concerns of others.

• Quality Management: Leads and influences by example by following the principles of Quality Management in the areas of customer focus, leadership, engagement, process, continuous improvement, evidence-based decision making, and relationship management.

• Judgment: The ability to combine personal qualities with relevant knowledge and experience to form opinions and make decisions. It is what enables a sound choice in the absence of clear-cut, relevant data or an obvious path. It is the exercise of critical thinking, analysis and assessment of implications, identification of patterns, making connections of underlying issues, and the ownership of the outcome.

• Empathy: A deep appreciation for another's situation and point of view, a respectful understanding of what others are experiencing and the ability to sense others' feelings and how they see things.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Duties responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

While performing the duties of this job, the associate is:

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

• (Occasionally Frequently or Regularly) required to stand, kneel or stoop, and lift and/or move up to#### pounds.

• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

• (Occasionally Frequently or Regularly) required to remain in a stationary position.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.

• Treat clients and teammates with courtesy, consideration and tact; you also can perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.

• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

• Understand that results are important and focus on turning mission into action to achieve results following the principles of agile, dynamic execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

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At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance

• Basic and Supplemental Life Insurance options

• 401(k) retirement plans with company match

• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays

• Family-building benefits, including Maternity, Adoption, and Parental Leave

• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

• Wellness and Mental Health counseling services

• Concierge and work/life support resources

• Adoption Assistance Reimbursement

• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

We are an Equal Opportunity Employer, including disability/vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.