VITL’s Client Services and Communications Team is responsible for designing and implementing an overall client engagement strategy and conducting the day-to-day activities involved in managing client relationships as well as external engagement and communications. The Director of Client Services and Communications, working collaboratively with the CEO and other VITL leaders, will develop strategy and translate strategy into tactical/operational reality.
The Director of Client Services and Communications will be responsible for guiding their team through its stages of development, starting with establishing a client engagement strategy, supporting the team in developing the needed tools and processes, strengthening client relationships, and developing business opportunities. The Director oversees the business relationships and client experience in support of VITL’s goal of promoting better healthcare in Vermont. The Director will also develop a meaningful brand and communications platform and ensure it is implemented consistently across all communication points, reaching stakeholders throughout Vermont and nationally.
This critical position leads multiple aspects of VITL’s service delivery, external affairs, training, education and client support activities. The Director builds on their proven track record of achieving results, building relationships and maintaining a client focus to solve business problems and co-create value while demonstrating an ability to work independently, exercise good judgment and think strategically. As a leader at VITL, the Director will work with the team to bring the “voice of the client” and client needs to the forefront of VITL culture and business operations.
The Director of Client Services and Communications exercises responsibilities and skills at SFIA level 5 (Skills Framework for the Information Age):
| Autonomy | Works under broad direction. Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the assignment of tasks and/or responsibilities. |
| Influence | Influences organization, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned work, i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Leads on user/customer collaboration throughout all stages of work. Ensures users’ needs are met consistently through each work stage. |
| Complexity | Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organizational requirements. |
| Knowledge | Is fully familiar with recognized industry bodies of knowledge both generic and specific. Actively seeks out new knowledge for own personal development and the mentoring or coaching of others. Develops a wider breadth of knowledge across the industry or business. Applies knowledge to help to define the standards which others will apply. |
| Business skills | Demonstrates leadership. Communicates effectively, both formally and informally. Facilitates collaboration between stakeholders who have diverse objectives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Analyses requirements and advises on scope and options for continuous operational improvement. Takes all requirements into account when making proposals. Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Maintains an awareness of developments in the industry. Takes initiative to keep skills up to date. Mentors colleagues. Assesses and evaluates risk. Proactively ensures security is appropriately addressed within their area by self and others. Engages or works with security specialists as necessary. Contributes to the security culture of the organization. |
Primary Responsibilities
Independent judgment and initiative are important and valued but must never result in operational silos or sub-optimization within the organization. Frequent communication with other VITL leaders is essential to ensure that the leadership team is united in expectations and execution.
The ideal candidate will be prepared to step outside of traditional job boundaries to meet the needs of the moment in support of VITL’s mission and therefore must be flexible and adaptable to changing circumstances. A strong work ethic and ability to work well within a team are essential. The ideal candidate must have strong computer skills and excellent verbal and written communication skills, be exceedingly well organized, attentive to detail, flexible, proactive, resourceful and efficient, and must remain poised and composed under pressure and maintain utmost confidentiality and professionalism in handling protected health information and information which is proprietary and confidential to VITL’s suppliers and technology partners. VITL seeks candidates who are committed to lifelong learning and growth.
Business Development
- Work with VITL’s management team to set annual team goals and the mechanisms to benchmark progress against these goals.
- Analyze Vermont’s health care market to identify opportunities to broaden VITL’s reach and value contribution.
- Develop strategies to recruit health care providers to join VITL and to expand use of VITL services with existing clients.
- Lead a team of Client Engagement Managers and Educators responsible for representing VITL to Vermont health care providers, including setting goals, training, and overall performance management.
- Develop and new product roll-out plans, including marketing, communications, and training requirements. Ensure all communications materials are aligned with brand standards and effectively communicate VITL value and services.
- Maintain operating policies as necessary to ensure high levels of client satisfaction among VITL users.
- Identify potential grants and foundations that could represent potential new business opportunities for VITL. Represent VITL to key constituencies, both in Vermont and nationally, including presenting, speaking, and panel participation.
- Collaborate with other VITL leaders to assess and evaluate VITL’s service delivery programs.
Client and Team Management
- Develop a client engagement strategy in support of VITL’s goals.
- Oversee the design, development, implementation, and operation of a segment-based client relationship management program.
- Define and evolve the client service experience from initial inquiry through maintenance.
- Establish and maintain relationships with key stakeholder organizations to promote VITL and identify new business opportunities.
- Identify, implement, and/or support development of systems and processes needed to operate a successful client relationship management program.
- Oversee the work of the client services team to ensure high quality services are delivered effectively and in a timely manner.
- Define and track Customer Success Factors and corresponding Key Performance Indicators that reflect the overall efficacy of the team.
- Supervise team members and ensure they have set goals, are trained, supported, and understand their role and responsibilities.
- Respond to, track, and resolve complex client escalations.
- Serve as the main point of contact for select client-driven service development projects as needed.
- Manage general client relationships as needed.
External Affairs
- Develop and manage a communications/engagement strategy for the organization and oversee its day-to-day implementation.
- Oversee VITL’s patient education campaigns.
- Generate content that supports VITL’s services, relationships, thought leadership, and positioning.
- Plan and organize marketing functions & operations, including overseeing brand development, reporting and analytics.
- Collaborate with other departments to create a unified client experience with VITL.
- Serve as one of the public-facing leaders of VITL.
Supervision Received
- The position reports to the Chief Executive Officer.
Supervision Exercised
- Directly manages business relationship manager(s), a clinical educator, and digital communications manager.
- May lead matrixed teams and provide coaching and mentoring to junior staff.
- Provides direct reports with regular feedback on their performance.
- Responsible for the performance reviews and other HR functions for assigned staff, with input from other section leaders who have direct observation of their work.
- Performs career counseling, helps direct reports plan for professional development in keeping with personal goals and organizational needs.
Job Impact
- Work performed in this position impacts thousands of users of the VITL system across the entire state of Vermont and into bordering states.
- Role directly impacts the business success of the organization.
- This position is responsible for managing the marketing, patient education, and provider outreach budgets.
- Timeline of work assigned is typically days to weeks with some projects lasting several months.
Key Competencies
- Demonstrated resourcefulness in setting priorities, proposing new ways of creating efficiencies.
- Technical fluency and the ability to communicate complex technical services to audiences with varying levels of technical understanding.
- Proven experience building and managing teams, systems, and processes that support sustainable, scalable business operations.
- Outstanding relationship management and professional communication skills, with successful experience in working with diverse personalities across varying roles.
- Direct experience with both customer relationship management and marketing technology ecosystems.
- Strong problem-solving skills.
- Flexible and able to multi-task while also being highly detail oriented.
- Excellent writing and presentation skills.
- Excellent interpersonal skills, with a desire to be part of a multi-disciplinary, diverse and dynamic team.
- High degree of professionalism and ability to work in a fast-paced environment.
- Personal qualities of integrity, credibility and commitment to VITL’s mission.
Qualifications
The Director of Client Services and Communications will have formal training in navigating and interacting with the administrative elements of IT systems, preferably in healthcare and/or electronic medical records. The Director will have experience in utilizing Microsoft Office products including Access, PowerPoint, Excel, Word and Outlook.
- BA degree in Business/Administration, Marketing, Communication, Health IT, or related area. Master’s degree preferred.
- 7-10 years’ experience in Marketing, Sales, Communications, Business Development, Client Support or a related field
Additional
VITL is an equal opportunity employer and prohibits discrimination or harassment of any kind. We are committed to compliance with all applicable fair employment practices laws and a policy of equal opportunity without regard to race, gender, color, religion, sex, sexual orientation, gender identity, age, national origin, place of birth, crime victim status, ancestry, physical or mental condition, disability, pregnancy, citizenship or immigration status, status as a veteran, military service or obligation, a positive test result from an HIV-related blood test, genetic information, or any other characteristic protected by such laws (“Protected Characteristics”). VITL’s policy of anti-discrimination applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, compensation, benefits, advancement, and termination of employment. VITL prohibits and does not tolerate discrimination against any employee, applicant, worker, or service provider on the basis of any Protected Characteristic.
Apply
Interested candidates may submit a resume and letter of interest to hr@vitl.net; please use the phrase “Director of Client Services and Communication” in the subject line of your email. Thank you for your interest in VITL.