Client Success Manager

Role Overview

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Requirements

• Bachelor's degree required
• Minimum of 2 years of responsible client management experience preferred
• Minimum of 2 years of denials management experience preferred
• Problem solver with the ability to identify issues, provide feedback and follow-up to resolution
• Strong interpersonal, written, and oral communication skills
• Effective organizational time-management and detailed-oriented skills to handle multiple tasks and ensure accuracy
• Ability to establish and maintain cooperative working relationships with colleagues
• Perform effectively in environments with frequent workload changes and competing demands
• Efficient at handling and prioritizing multiple tasks and projects in a time-sensitive environment
• Proficient in Microsoft Office
• Critical thinking skills
• Social perceptiveness and emotional intelligence
• Confidence in communicating effectively with Executive level professionals
• General understanding of medical billing and denials management
• Track record of high performance

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Matching 401k
• Competitive salaries
• Incentive programs