Lead Client Services Manager

Are you a motivated and competent leader with a passion for healthcare and client services? If so, we invite you to apply for the Lead Client Services Manager position at Integritas. A clinical background is essential, as you'll oversee Regional Managers, spearhead team initiatives, manage contract deployment, oversee projects, cultivate strong client relationships and engage in extensive travel. Your experience and leadership will help us continue to provide exceptional service and support to our clients.

If you're ready to make a difference as part of a dynamic team and use your skills to positively impact the lives of patients, providers, and staff - apply today!

Job Title: Lead Client Services Manager

Location: Remote, with travel. Southern Illinois residency required.

Hours: Monday-Friday, hours will be reasonably flexible to serve Providers and Clients

Salary Range: $80,000 - $85,000 annually- depending on life, work, and educational experience.

Company Overview: Integritas Providers, LLC was founded with a mission to deliver high-quality healthcare staffing and management services to hospitals and healthcare facilities. Over the years, Integritas has grown to become a trusted provider of skilled healthcare professionals, specializing in emergency medicine, hospitalist services, and clinical staffing solutions. Our values connect and inspire us, our behaviors build healthy relationships, and the services we deliver reflect our strong culture. Our commitment to innovation and excellence has positioned us as leaders in healthcare staffing and management. Integritas is honored to be recognized as one of the Best Places to Work in Illinois for three consecutive years, from 2022 to 2024.

Position Overview: The Lead Client Services Manager serves as the leader/manager for the members of the Client Services Management team. This position independently manages client facilities and is also responsible for the work at each facility of the entire Client Services Management team. This position attends and is ultimately responsible for all content presented at all quarterly program meetings and manages deployment processes for the deployment of new clients. The Lead Client Services Manager may function as the Client Services Manager during times of transition for any facilities, as needed. This position travels regularly to all client facilities in all regions. Travel frequency will be regular but at times increased to accommodate new deployment needs.

Benefits:

· Health, Dental, Vision, Life, and Disability insurance

· Generous paid time off (vacation, personal, caregiver, holidays, volunteer)

· 401(k) with employer match

· Continuing Education

· Employee Assistance Program: All Medical Benefit / Confidential Counseling Services

· Other: Cell Phone Reimbursement / Fitness reimbursement / Spot Insurance / Drury Inn Corporate Discount

Experience and Skills Needed:

• Able to drive team initiatives
• Physically able to commute for long periods of time, via car or plane
• Excellent communication skills (written and oral)
• Able to manage multiple projects effectively and efficiently
• Able to lead, train, and coach effectively
• Able to provide team and individual development objectives
• Always represents themselves and Integritas professionally
• Works well independently and within a team
• Able to maintain excellent physician comradery
• Able to resolve conflicts
• Able to give and receive feedback
• Able to deploy and achieve department strategic and business planning goals
• Able to lead and maintain effective client relationships
• Able to delegate effectively
• Able to coordinate communication and tasks between departments and teams
• Ability to practice forward thinking for self and department
• Ability to present to small and medium-sized groups (quarterly program meetings)
• Five years of healthcare experience
• Bachelor’s degree in healthcare-related or business field
• Five years of experience in building and establishing healthcare and physician client relationships
• Five years of experience leading and managing multi-functional teams
• Microsoft Office/computer and electronic health record experience
• Willingness to work at multiple locations within a region and to travel frequently

Key Responsibilities:

Client Services Oversight:

• Oversee Client Services Managers to ensure strategic, operational, and team goals are met.
• Ensure client satisfaction and manage deployments of new clients and services.
• Conduct quarterly Client Services Meetings and represent client needs to the company.
• Perform regular and as-needed site visits to all clients.
• Identify and communicate opportunities for improvement with client leadership.
• Maintain overall operational responsibility for routine business and clinical functions.
• Resolve clinical-administrative issues within assigned Client Facilities.
• Promote high employee morale and a professional atmosphere.
• Hold team accountable for maintaining high performance standards.
• Collaborate with directors and leadership to meet commitments.
• Create key metrics to track business performance and identify areas for improvement.
• Develop solutions for improvement opportunities.
• Collaborate with HR in the interviewing and hiring process of administrative staff.
• Manage onboarding and offboarding of providers.
• Lead by example and promote accountability, teamwork, and change.
• Work effectively toward solutions and compromises to ensure positive outcomes.

Client Services:

• Liaise with client facilities and their executive teams.
• Build and maintain relationships with all disciplines at client facilities.
• Design and implement initiatives to optimize financial and operational performance.
• Deliver constructive feedback to facility personnel.
• Meet regularly with client facility leaders and appropriate leadership.
• Ensure employee and provider engagement, reviewing annual scores and metrics.
• Ensure compliance with health and safety regulations.
• Resolve patient complaints at direct sites and oversee this process at other facilities.
• Market Integritas services to current clients and understand their perspective.
• Maintain confidentiality.
• Coordinate meetings between key staff, provider groups, and external customers.
• Present professionally on-site at client facilities.

Deployment of New Clients and Services:

• Develop and update contract deployment and termination processes.
• Serve as project manager for contract deployment.
• Collaborate with Director of Revenue Integrity and Client Services or VP of Clinical Operations and Client Services on client expansion.
• Represent the Company in prospective client site visits and preliminary discussions with potential client leadership, in coordination with the Business Development team.

Provider Relations:

• Manage daily operations, addressing provider and leadership issues.
• Respond to patient concerns and develop customer service standards.
• Ensure compliance with policies, quality assurance, and safety regulations.
• Assist with provider onboarding and support during first shifts.
• Improve provider relationships and address their needs.
• Facilitate problem-solving and communication with providers and leadership.
• Support and communicate the organization’s mission and vision.
• Resolve clinical performance issues with medical directors and CMOs.
• Attend monthly meetings for medical director collaboration and chart reviews.
• Ensure provider sleep rooms are stocked.
• Oversee provider relations as Regional Manager Team Lead.

Clinical Leadership Team:

• Report and brainstorm on hospital and provider issues.
• Improve the quality of service for clients and patients.
• Enhance provider education and educational opportunities for the team.

Facility-Specific Administrative Staff Oversight:

• Hold Client Services Managers accountable to standards at their facilities and ensure timely CRM entries and updates.
• Hold team members accountable to assigned tasks.
• Ensure daily completion of data entry and billing logs.
• Provide leadership, guidance, development opportunities, and support to Integritas administrative staff.
• Align team goals with company goals and initiatives.
• Ensure timely and accurate submission of payroll, expense reports, and management of time off requests.
• Assist administrative staff with quarterly goal setting.
• Provide guidance for data entry, maintenance of contact information, and metrics reporting in the CRM.

Participation:

• Engage in operational meetings and coaching sessions.
• Attend Clinical Leadership Team meetings.

Job Type: Full-time

Pay: $80,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Carbondale, IL

Salary : $80,000 - $85,000