Director of Client Services, Employer Direct Healthcare
Strategic & Enterprise
Salary not provided
Senior and Expert level
Remote in US
Healthcare services for businesses
Be an early applicant
Healthcare services for businesses
201-500 employees
HealthcareB2CB2BWellbeing
Be an early applicant
Salary not provided
Senior and Expert level
Remote in US
201-500 employees
HealthcareB2CB2BWellbeing
Company mission
To democratize access to high-quality specialty care.
Role
Who you are
- You use LOGIC in your decision making and understand that progress is critical to making change
- You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins
- INCLUSION is a core tenant of your personal beliefs
- A diverse and inclusive environment is incredibly important to you
- You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with
- You have the GRIT, drive and ambition to tackle big problems
- Big problems require big ideas and a team that supports new ideas
- You care deeply for your customers are driven to keep HUMANITY in all decisions
- Your customers aren’t just the individuals using your product
- They are the driving factor in your motivation to make a change
- Integrity guides you in life
- Focusing on the TRUTH vs. Giving people the answers they want to hear
- You thrive in a Team Environment
- Collaboration is key in innovation and creating change
- 5+ years of leadership developing people with varying experience levels
- A leadership style that aligns with Lantern’s values of collaboration, adaptability, and a client-first focus
- This role requires a leader who can foster a positive, team-oriented culture to drive client success
- Demonstrated experience in driving efficient client success management in growth-stage companies, with clear examples of initiatives led
- Candidates should be able to share concrete stories and evidence of using data-driven insights to optimize processes, enhance client outcomes, and contribute to company scalability
- Exceptional communication and interpersonal skills
- Proven experience staying organized, focused, and effective when handling multiple tasks and shifting priorities quickly
- Demonstrated ability to work with cross-functional groups and navigate multiple internal stakeholders
- Healthcare industry / Employee benefits knowledge and experience is a plus
What the job involves
- Lantern is on an exciting trajectory of rapid growth!
- The Director of Client Services, Strategic & Enterprise will play a vital role in scaling our Client Success team
- In this newly created position, the Director will lead a team of Client Success Managers (CSMs) dedicated to our largest employer clients (10,000+ employees)
- As we grow, this role will shape the future of our Client Service operations, building processes that support both current needs and long-term scalability
- Our Client Service function—made up of Client Success Managers and the Implementation team—manages all day-to-day client interactions, including implementation, reporting, member escalations, marketing, and advocacy
- This structure allows our Client Executives (CEs) to focus on strategic account development and commercial growth
- The Director will work closely with other Directors (for Emerging and Core segments) and the Director of Implementations
- Core responsibilities include managing and developing the CSM team and creating process improvements that enhance our client experience and support Lantern’s growth
- Lead, mentor, and manage Client Success Managers to ensure high performance and professional development
- Develop and implement strategies to enhance client satisfaction and success across the team
- Foster a collaborative and positive team environment focused on achieving client success goals
- Assess talent, provide feedback, develop opportunities for career progression for Client Success Managers
- Manage change within fast-growing or evolving teams, with an ability to guide teams through scaling efforts and structural changes
- This role is an internal role, but with significant impact to our clients’ overall satisfaction
- Oversee the team responsible for managing day-to-day client relationships, ensuring client needs are met and exceeded
- Own the creation and ongoing management of key metrics and dashboards, ensuring a data-driven approach to monitor client satisfaction, team performance, and process effectiveness
- Work closely with senior leadership to make sure Client Service efforts match the company's priorities, using your influence to keep our focus on meeting client needs at every level
- Guide the team in handling member escalations with a sense of urgency and professionalism
- Ensure effective resolution of escalated issues through collaboration with internal teams
- Oversee the management of the open items log, ensuring all client-related tasks and issues are tracked and resolved in a timely manner
- Provide guidance to the team on prioritizing and addressing open items
- Develop strategies to streamline marketing approval process
- Collaborate with the marketing team to create targeted campaigns and communications
- Serve as a strong advocate for clients within the organization, ensuring their needs and concerns are addressed
- Gather and analyze client feedback to drive continuous improvement in our services and solutions
- Design, deliver, and implement client advocacy, championship, and referral programs in collaboration with marketing
- Define both primary and secondary metrics and dashboards to enable real-time reporting on status and progress towards goals
- Provide insight into what’s driving or limiting the intended output
- Under the supervision of the VP, Client service, create repeatable and scalable processes that reduce time to execute and create a platform for delivering a consistent client experience, in partnership with the Commercial Enablement team
- In partnership with the VP, Client Service, establish systems and processes to ensure effective training and onboarding of team members in collaboration with the Commercial Enablement team
- Provide systems and processes to ensure consistency of service delivery across clients
- Proactively identify opportunities for improvement both within and outside of client success management
- Propose solutions to address identified opportunities
- Establishing strong cross-functional relationships:
- Work closely with sales, marketing, network, member services, and other related functions to ensure a “one team” approach
- Foster collaboration and alignment across functions to drive client success
Our take
Employer Direct Healthcare operates within the insurance and healthcare networks of the US to provide healthcare solutions for self-funded employers and their employees. Based in Texas, EDH offers two services - SurgeryPlus and Cancer Care Direct, which both aim to reduce the cost of these typically more expensive cases while maintaining a high standard of care.
Boasting an established footprint, EDH has more than 3 million members, including employees of Fortune 500 companies, as well as more than 3000 surgeons and 500 hospitals and ambulance services under its umbrella. Since founding, it claims to have supported over 43,000 patient journeys, helping to make the process more affordable and straightforward.
In 2023, substantial growth capital from Insight Partners verified Employer Direct Healthcare as a Unicorn. This latest investment will help the firm grow its client base as well as expand its suite of products moving forwards.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
May 2010
$1m
SERIES A
Total funding: $1m
Company benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
Company values
- Logic
- Inclusion
- Grit
- Humanity
- Truth
Company HQ
City Center District, Dallas, TX
Articles
Leadership
John Zutter
(CEO (Not Founder))Currently Partner at Dundon Capital Partners. Previously Executive Vice President at Santander Consumer USA and J.P. Morgan.
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