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Providence Health & Services Director of Client Services, Community Technologies in Renton, Washington


Providence is calling a Director of Client Services, Community Technologies in Renton, WA.

This is an unparalleled opportunity for a Director of Client Services, Community Technologies. The director is accountable for overseeing the operational aspects of the Community Technologies Client Services program. The incumbent will lead CT caregivers and teams to accomplish program goals that meet the lifecycle needs of the clients, interact with key PSMS leaders to assure continuity between the CT program and services offered to PSJH facilities, and work in coordination with the VP of Community Technologies in leading and mentoring Client Services to deploy the strategies and goals of the CT program - concentrating on client satisfaction.

This director is expected to perform all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, s/he serves as a role model for the values and mission of the organization.

In the position you will be responsible for:

  • Supporting the activities and initiatives to assure that the Provisioning Program thrives and flourishes.

  • Supporting process and policy for the development of new provisioning products.

  • Collaborating to meet the lifestyle needs of clients.

  • Collaborating with PSMS leaders and regional teams to meet the lifecycle needs of the clients.

  • Leading and promoting activities that drive or support caregiver satisfactions.

  • Guiding Client Services team toward defined strategy, vision, and goals.

  • Guiding and mentoring the Client Services team in the value of CT product adoption, client support systems and client satisfaction.

  • Supporting a culture with industry and technology trends.

  • Staying current with industry and technology trends.

  • Monitoring program elements to assure consistent Client Services processes and program maturity.

  • Guiding and mentoring Executive Sponsors in support of clients.

  • Guiding and monitoring the Client Services team to implement and monitor client service metrics.

  • Guiding and monitoring the process in regard to the support of client annual objectives to achieve IT goals.

  • Supporting and guiding teams as new products are developed and implemented.

  • Functioning in the role of Executive Sponsor for assigned clients.

  • Maintaining and fostering strong relationships with regions, clients, and the PHS/PSJH team.

  • Guiding and mentoring Client Services team to represent CT products to clients.

  • Overseeing the Client Services team to support business development activities as assigned.

  • Managing the use of a CRM tool in support of client activities.

  • Collaborating to support the execution of the program marketing plan.

  • Promoting and supporting digital platform strategies.

  • Supporting the development of materials to meet client needs.

  • Supporting the development of customer facing document by suggesting and/or writing articles.

  • Supporting and monitoring processes and actions to successfully manage budget viability.

  • Monitoring key operational metrics and developing action plans needed to meet targets.

  • Leading account managers to support processes for CRF development management.


Required qualifications for this position include

  • Bachelor's degree and/or master's degree in business administration or related field.

  • Extensive experience with EPIC Implementations and Community Connect.

  • 10 years in a client services role with progressively increasing responsibility and success.

  • 10 years in managerial client services/support.

  • 8 years of leadership experience in managing and building teams.

  • Excellent communication and presentation skills.

  • Strong operational experience that includes data analytics, tracking and reporting the use of a Customer Relationship Management (CRM) tool.

  • Strong leadership and excellent customer service skills.

  • Excellent communication, sales, and problem-resolution skills.

  • Demonstrated innovation and agility in providing strategic direction and overcoming barriers or issues.

  • The ability to drive toward timely and effective results.

  • The ability to coach, mentor, and develop teams.

  • The capability to work continually towards self-development to stay current on leading customer service strategies and best practices.

  • An in-depth working knowledge of the Providence family of brands.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Business Professional

Location: Washington-Renton

Req ID: 221081