Vice President of Client Services

Job Opportunity – Vice President of Client Services

Who We Are

StateServ Medical is the premier durable medical equipment (DME) provider in the hospice industry. We have provided hospice focused DME services across the United States for the past decade, offering services from both our Brick and Mortar operations and through our Network of over two-hundred fifty DME providers. StateServ has network coverage across 48 states and is the only DME Benefit Manager to implement multiple national hospice organizations.
StateServ leverages technology to streamline its business processes which creates an environment that breeds success and excellent customer service. We offer the most advanced real-time invoicing and utilization management tools in the industry. Our internal development team continues to be on the forefront of hospice DME technology – providing advantages such as Hospice EMR integration and consolidated vendor reporting.

Position: Vice President of Client Services

Guided by long term retention and profitability objectives, this role develops account management strategies and programs with a focus on building strong client relationships and expanding business engagement to ensure long-term, continuous partnerships with existing clients. As a leader in the organization this role builds and leads a best-in-class account management team and is an active advocate in driving the organization’s culture and performance.

Responsibilities include the following:

  • Direct supervisory/managerial responsibility for professional account managers to include hiring, training, coaching, mentoring, and managing performance to achieve Company goals and objectives.
  • Oversees, directs and provides executive leadership to the management and growth of client relationships after the initial business is secured by the sales and/or business development team.
  • Evaluates the strength and effectiveness of the account management team and ensures that the department is properly staffed; upgrades talent as necessary, and continually develops the capability of the organization.
  • Ensures long-term client retention & satisfaction through the delivery of a consistently positive user experience and partnership at all levels of interaction.
  • Assesses account management operations (policies, processes and programs), territories, forecasts and activities. Sets performance goals and initiates adjustments where necessary to ensure the account management organization is aligned with the long term organizational direction.
  • Identifies and capitalizes on opportunities to expand accounts through additional services and deliverables; function as a strategic partner to the client vs. an outside consultant.
  • Ensures effective systems and tools are utilized in account management efforts. Leverages key metrics, dashboards and reporting to measure performance.
  • Consults and collaborates with organizational leaders to ensure alignment of account management strategies and capabilities with other functional departments. This may include leading internal communications and training to ensure alignment across functions.
  • Develops and manages account management budgets. Analyzes and controls expenditures to adhere to budgetary requirements.
  • Establishes and maintains relationships with industry influences and key strategic partners to promote business operations.
  • Represents the company at trade association meetings to promote organizational services and capabilities.
  • Performs other duties as assigned or apparent.

Required knowledge, skills and abilities to perform the role include the following:

Education, Work Experience, Related Experience and Licensure:

  • A thorough knowledge and understanding of sales and marketing as normally obtained through the completion of a Bachelor’s Degree in Marketing or Sales
  • The ability to effectively establish an account management strategy as normally obtained by a minimum of 10 years of progressively responsible experience in which the incumbent developed, directed and led strategic operational, sales or account management initiatives
  • A minimum of 8 years progressively responsible managerial experience is required that includes experience mobilizing a professional, geographically diverse, professional account management workforce
  • Experience in the healthcare or medical fields in which incumbents have gained an understanding of durable medical equipment, pharmacy or hospice operations is strongly preferred

Specialized Knowledge, Skills & Abilities:

  • An awareness of trends and developments in the health and medical service industries and the ability to consider those present and future relationships to the organization
  • Knowledge of provider fee schedule development in healthcare is strongly preferred as is a knowledge of durable medical equipment reimbursement and cost drivers
  • An expert knowledge of commonly used concepts and practices and the ability to develop a comprehensive account management strategy aligned with long-term objectives
  • Excellent leadership skills are essential as is the ability to accomplish goals through others. A collaborative approach to organizational management is essential
  • A demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to execution of resolution. Proven ability and expertise in implementing and institutionalizing account management initiatives with the ability to implement and manage comprehensive policies, programs and initiatives
  • Excellent negotiating, leadership, communication, presentation and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to navigate political arenas with ease as well as influence, persuade and negotiate with others while professionally representing the organization
  • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required

Physical Requirements and Demands:

  • This position primarily entails work performed in an office environment requiring the ability to operate basic office equipment.
  • Work is performed in an office environment the vast majority of time. Incumbents are required to visit client (hospice, home health care establishments) locations as well
  • Heavy overnight travel is regularly required

NOTE: To apply for this position, please send your resume and/or relevant work experience to

  • StateServ is an equal opportunity employer and offers a competitive compensation and benefits DOE.