Director, Client Service
Independent Health - Buffalo, NY

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**Please note: This position is with Nova, a division of Independent Health Corporation (a subsidiary of Independent Health).**

The Director, Client Service shall be accountable for targeted retention and growth of profitable membership and management of business relationships in existing accounts across all lines of business. He/she provides direction, coaches, and oversees the development, implementation, administration and measurement of sales business plans and activities to meet departmental and corporate goals for client service staff. He/she ensures that processes and systems are in place to meet the needs of internal and external customers and that information is documented and available for strategy and decision making.


  • Bachelors’ degree from an accredited college; advanced degree preferred.

  • Minimum ten (10) years health care or TPA experience with emphasis on the implementation and development of critical account relationships, staff development, planning, and execution

  • Minimum ten (10) years experience in key leadership position, analytical and mentoring skills; strong written and verbal communication skills and the ability to organize, motivate and facilitate projects and planning

  • Demonstrated success in sales, account management and management/leadership functions. Ability to coach and serve as a role model to client service managers.

  • Strong organizational, managerial, communication, and interpersonal skills required. Ability to professionally represent Nova and focus on continuous improvement in managing existing accounts.

  • Excellent written and public speaking/group presentation skills required. Ability to understand needs, provide consultation, negotiate and develop win-win outcomes with both internal and external customers.

  • Ability to develop collaborative working relationships internally and externally with brokers and employers and community organizations.

  • Strong pc skills required including Microsoft Word, Excel and PowerPoint and the ability to learn and utilize contact management systems and proposal generation systems for reporting purposes.

  • Must have reliable means of transportation and able to travel. Any Nova associate who uses a motor vehicle in the course of their duties representing Independent Health must be compliant with New York State Motor Vehicle laws and must follow the Policy that pertains to Driver’s License Requirements as a condition of employment (See policy provided). This does not apply to any associate whose job description requires them to travel who has access to and intends to use public transportation to accommodate this requirement.

  • Proven examples of displaying the IH/Nova values: Passion, Caring, Collaborative, Respectful and Accountable.

  • Maintains confidentiality and uses only the minimum amount of protected health information (PHI) necessary to accomplish job related responsibilities.

  • Other duties as needed. Every associate is given a job description upon hire outlining the qualifications, duties, and pay grade of the position. Independent Health reserves the right to change job descriptions as necessary.

  • Independent Health is an equal opportunity employer.

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