Summary
Overview
Work History
Education
Timeline
Generic

Alison Mossey

Aurora,IL

Summary

Experienced Client Services Director with 16 years of successful leadership and management experience. Adept at building robust client relationships, leading and motivating client services teams, identifying new business opportunities, and developing client servicing procedures.

Overview

15
15
years of professional experience

Work History

Director, Client Services

HFMA
11.2017 - Current
  • Lead and manage HFMA's membership and client-facing teams, serving over 120,000 HFMA members and business partners, ensuring high-quality service and engagement
  • Implement process improvements and enhance customer experiences based on direct feedback from HFMA members and business partners, driving continuous improvement
  • Co-developed HFMA's highest-earning sponsorship asset, initiated in 2018 and ongoing, showcasing ability to develop and execute successful programs
  • Established, expanded, and trained a team to successfully onboard over 200 hospitals into HFMA's new membership model, demonstrating strong operational management skills
  • Created the three-year client journey framework, currently utilized for targeted touchpoints, surveys, and engagement scoring models for HFMA's new membership model customers, highlighting strategic planning and implementation
  • Achieved a 95% retention rate for HFMA's Enterprise Membership in 2023 and successfully renewed 80% of business partner sponsors annually, demonstrating effective client and partner relationship management
  • Led cross-functional collaboration and communication resulting in efficient and effective delivery of services through continuous improvement
  • Delivered regular program updates and presentations regarding program health to both clients and internal leadership, ensuring transparency and stakeholder satisfaction.

Manager, Client Services

HFMA
05.2016 - 11.2017
  • Negotiated sponsorship contract deliverable terms in collaboration with key stakeholders
  • Took full ownership of and managed the overall operation of the client services team
  • Proactively resolved client concerns throughout the contract lifecycle
  • Collaborated with internal department managers to identify business partner needs, resulting in the launch of four new offerings in 2016, generating over $2 million in new revenue
  • Led a six-month organizational process improvement assignment, achieving departmental efficiencies and cost savings.

Client Services Specialist

HFMA
08.2011 - 05.2016
  • Acted as the internal champion for HFMA's Peer Review program, contributing to the retention of 90% of vendor partners and the highest earnings from 2013 to 2016
  • Supervised the marketing efforts of the Peer Review program, maintaining its prominence among HFMA members
  • Managed the budget and provided monthly reports on the status of sales goals
  • Monitored the Peer Review web page and reported trends in search inquiries for market intelligence.

Advertising Coordinator

HFMA
09.2009 - 07.2011

Education

Bachelor of Arts -

Walsh University
North Canton, OH
01.2004

Graduate - Leadership Development Program -

Center for Creative Learning
Greensboro, NC
01.2019

Timeline

Director, Client Services

HFMA
11.2017 - Current

Manager, Client Services

HFMA
05.2016 - 11.2017

Client Services Specialist

HFMA
08.2011 - 05.2016

Advertising Coordinator

HFMA
09.2009 - 07.2011

Bachelor of Arts -

Walsh University

Graduate - Leadership Development Program -

Center for Creative Learning

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Alison Mossey