Director of Client Services

Description

Job Summary:

The Director of Client Services will be responsible for overall success of the client engagement, guiding it from inception through development and implementation, providing continuity for the client through the lifetime of the relationship. The role requires familiarity with the entire scope and dependencies of revenue cycle operations and will serve as a liaison between functional and technical team members (onshore and offshore) and client management. 

Additionally, this individual will need to understand the rigors of the revenue cycle management and the healthcare industry; along with the competitive landscape and operate with a strong customer orientation. This individual will have a strong and established leadership style and will need to possess exceptional communication skills, a people-oriented style and integrate easily into a complex environment.

This role will bring a strong revenue cycle acumen along with outstanding management, strategic and analytical abilities and a demonstrated track record of leadership gained from within a healthcare or healthcare consulting environment. The successful candidate will likely bring significant professional and facility RCM expertise to include billing, collections, transactional services, technical training, auditing, and quality improvement initiatives.

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Duties/Responsibilities:

• Collaborate with internal operations leadership, business development, and account management to assess client needs.

• Guide Business Development, Finance and Services Delivery as a subject matter expert in setting realistic expectations about implementation challenges and timelines if needed.

• Provide rigorous management of the implementation process with a clear focus on achieving all milestones in the implementation plan.

• Lead both Access Healthcare and the clients through the implementation and onboarding process. Once completed turn it over to internal operations to manage the day to day.

• Provide detailed assessments of RCM processes as needed with a focus on positive outcomes through process improvement, training, and cost savings.

• Develop detailed work plans, refined process flows and reports on evaluation of findings.

• Provide technical and analytical guidance & expertise relating to the overall operations. Recommend and take action to direct the analysis and solutions of business problems.

• Will have a focus on incremental growth and new revenue acquisition from existing enterprise customers.

• Work closely with operational teams for Access Healthcare and the client to communicate project status and findings on a regular basis with internal and client leadership.

• Work closely with both onshore, offshore leadership and operational teams to ensure optimal performance outcomes.

• Must possess a strong business orientation and have the ability to present ideas in a business-friendly and user-friendly language and be exceptionally self-motivated and directed.

• Serve as a client advocate ensuring client expectations are fully understood and executed and to ensure Access Healthcare is perceived as professional, responsive and a value-added partner.

• Serve as an organizational champion to ensure client expectations and overall service delivery are calibrated appropriately.

• Maintain continuity in the engagement by establishing and conducting regular business meetings with the client and internal operational stakeholders. 

• Coordinate regular Quarterly Business Reviews (QBRs) with client, service delivery and business development.

• Develop and maintain good relationships with the clients and ensure high degree of client satisfaction to assure exceptional results on the Customer Satisfaction Survey.

• Monitors realization of revenue by cultivating cooperation among the various divisions of Access Healthcare for assigned clients.

• Obtain data and information required by staff to execute contracted services. Ensure procurement of data for operations.

• Drive the client agenda through the development and implementation lifecycles, including resolving issues in a timely manner.

• Negotiate schedules and deadlines with service delivery and the client to ensure engagement moves in the same direction and in support of a single, agreed-upon agenda.

• Educate the client and work with business development continually about Access Healthcare’s expanding capabilities and product offerings, with a keen eye towards gathering product and market intelligence.

Qualifications

Required Skills/Abilities:

• Excellent client relationship and business process management/improvement skills.
• Leadership qualities with analytical and critical thinking skills.
• Proven analytical and root cause analysis capabilities.
• Proven leadership skills.
• Attention to detail and accuracy.
• Excellent writing, communication skills and strong interpersonal skills.
• Ability to organize and prioritize multiple projects, activities, and deadlines.
• Must be self-motivated and able to work autonomously.
• Ability to create and develop relationships at all levels.
• Ability to work productively in fast-paced environment and high pressurized work environment.

Education and Experience:

• Bachelor's degree in related discipline or equivalent experience required.
• Must have a minimum 5-7 years of revenue cycle management in a BPO and operational processes in a leadership role preferably in a hospital or large group practice setting.
• Prefer, but not required, participation in revenue cycle operational platform groups such as HFMA or AAHAM or other recognized professional associations.
• Prefer Athena platform knowledge.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• This position will require travel as needed.