Manager, Client Success

Role Overview

• Conducts face-to-face meetings with clients to review performance and ensure satisfaction (in accordance with cadence and client success standards)
• Serves as the clients’ primary point of contact, collaborating with the internal team on issues for resolution, as needed, for timely follow-up communication with clients
• Facilitate external and internal meetings as required, including compiling, and taking minutes maintains other Client Success required documentation (Project Action Item Log, etc.)
• Reviews data at required frequency as defined by Client Success standards to monitor and escalate all steps in the operational workflow process are completed timely for clients as needed
• Prepares and/or reviews reports and ad-hocs for internal and external purposes
• Analyzes and monitors Client Success Metrics and presents client specific reports and utilizes the client issue escalation matrix internally as appropriate to resolve all client concerns
• Makes recommendations following appropriate channels for process improvement based on data review
• When Practice Administration services are utilized, collaborates with business management team (finance, HR, credentialing, and compliance)
• Monitors and/or manages client payor contract negotiations and/or renewals, in conjunction with Managed Care Team and/or assigned payor contracting resource, where applicable, in accordance with clients’ billing/management services agreement
• Manages and/or monitors clients’ quality program and compliance training, as required by clients’ contract and in conjunction with Subject Matter Experts within the organization.
• Assists with new client implementation
• Responsible for the oversight, mentorship, and growth of assigned Client Success colleagues, where applicable
• Compliance and adherence to applicable healthcare and security regulations and responsible for staff’s compliance and adherence
• Performs special projects and other duties as assigned

Requirements

• High School Diploma or GED
• Bachelor’s Degree in business, healthcare management, or related field preferred
• At least three to five years (3-5) in healthcare, revenue cycle management, or related field
• Basic familiarity with medical billing and terminology
• Ability to read, understand, and apply state/federal laws, regulations, and policies
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner
• Ability to remain flexible and work within a collaborative and fast paced environment
• Ability to deliver high quality service excellence with high attention to detail
• Proven strong leadership/management skills to manage, motivate, and set expectations with team members
• Strong presentation development and delivery skills
• Strong knowledge in RCM, accounting, and/or finance
• Strong customer service and customer facing skills
• Strong judgment skills and problem-solving skills
• Strong oral, written, and interpersonal communication skills
• Strong time management, organizational, and decision-making skills
• Strong knowledge of Outlook and RCM software or equivalent workflow management software

Benefits

• performance-based incentive plan
• Referral Bonus