VP Client Services/Principal I

Summary/Objective

The VP Client Services/Principal I is responsible for the overall management and growth of defined Omega client portfolio which may exceed $30M. Plan, direct and control all client management activities to ensure growth, stability, and long-term satisfaction. This is an external facing position.

Essential Job Functions

• Provide overall management and growth of a defined Omega client portfolio. Revenue growth, improved profitability and CSAT are key KPIs.
• Ensure client growth plans are developed, implemented, and modified as needed.
• Ensure clients are completely satisfied with all aspects of Omega’s performance to facilitate further expansion of Omega services. Ensure client stability and long-term retention.
• Provide clients with knowledge and information to help them think about their business differently to gain market share and add new services. 
• Lead and manage a team of one or more Client Service Executives and/or Client Partners.
• Establish clear expectations for ongoing client communications as well as ensuring monthly and/or quarterly performance calls and onsite meetings occur timely and are effective.
• Identify opportunities for expanded services and facilitate the administrative details including but not limited to pricing approvals, proposals, contracts, etc.
• Manage escalated client issues and challenges, involve appropriate senior management and operations personnel, and respond promptly with appropriate feedback. 
• Must be able to work in a matrix reporting environment and serve as an influencer of other key service roles, including operations, service lines, solutioning, finance, legal, etc.
• Partner with operations leaders to monitor, analyze and report service trends and haps as well as to create performance improvement plans where necessary.
• Ensure proactive and effective client communication on Omega and industry matters that are pertinent to client. This requires inter-company discussions and focus group participation as applicable as well as an understanding of revenue cycle changes and the impact to providers.
• Partner with Sales / Sales Support to create SOW’s, contracts and/or contract amendments. 
• Ensure client contracts are properly administered, and billing issues are resolved in a timely manner.

 

Key Success Indicators/Attributes

• Demonstrated ability to work with and through others, strong leadership, analytical, financial, communication and problem-solving skills and the ability to act/decide accordingly.
• Exceptional customer service and the ability to plan, organize, and exercise sound judgement.
• Capable of creating management level action and remediation plans for clients as needed.
• An ability to develop an independent viewpoint and present a compelling business case to support recommendations.
• Exhibit strong drive for results and success; conveys a sense of urgency to achieve outcomes and exceed expectations; persists despite obstacles, setbacks and competing influences.
• Demonstrate self-motivated and self-directed skills.
• Possess strong time management and organizational skills
• Maintain courteous, professional and effective working relationships with employees at all levels of the organization.
• Ability to listen collect, synthesize, and research complex or diverse information for proposing effective solutions.

Required Education and Experience

• Strong working knowledge of the healthcare revenue cycle industry.
• Ability to utilize internal tools for timely reporting of client activity and cross-sell expectations.
• Bachelor’s degree in healthcare administration, business, or related field. Master’s degree in a similar field. 
• A minimum of fifteen (15) years’ experience, with at least five (5) years in a similar Client Partner role managing portfolio growth within the healthcare revenue industry.

Supervisory Responsibility

May need to manage a small team.

Work Environment

This job operates in a remote home office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are generally Monday through Friday, 8:00 a.m. to 5 p.m.  This position occasionally requires long hours and weekend work. This position will work frequently with offshore teams within a cross-functional capacity to implement job duties.

Travel

Ability to travel both domestically and to our international offices in India, Columbia and The Philippines; up to 25%

 

Preferred Education and Experience

None

Additional Eligibility Qualifications

Security Access Requirements

In addition to the specific security access required by the employee’s client engagement, the employee will

have access to the Omega Healthcare systems set forth in the “Standard Manager” profile.

Microsoft Office  ADP Oracle  E3- Supervisors, Managers, Office Employees   Standard ManagerStandard

 

AAP/EEO Statement

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, and genetic information, or any other basis protected by applicable law. Omega Healthcare also prohibits harassment of applicants or employees based on any of these protected categories.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the job application, interview, or any other part of the hiring process, please contact Human Resources at employeerelationsus@omegahms.com.

 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice. Employee may perform other duties as assigned.

Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners to amplify teams with robust technology, specialty expertise, and operational support. Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com

AAP/EEO Statement

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, and genetic information, or any other basis protected by applicable law. Omega Healthcare also prohibits harassment of applicants or employees based on any of these protected categories.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the job application, interview, or any other part of the hiring process, please contact Human Resources at employeerelationsus@omegahms.com.