Job Purpose
The Director, Client Services is responsible for ensuring customer satisfaction and client retention across all assigned clients. Key success factor is ability to build effective relationships, both internally and with clients, which will result in client reference ability, adoption of additional services, and high levels of retention and satisfaction. The Director, Client Services will work with clients to optimize financial and clinical performance using multiple client systems. The Director, Client Services will collaboratively identify, address and successfully resolve a broad range of topics and issues.
Duties and Responsibilities
- Monitor key metrics and other documentation to effectively manage client satisfaction and retention
- Initiate and direct plans to improve client profitability
- Follow up on client feedback and issues as necessary and initiate/track plans for improvement
- Serve as the liaison between the client and operations
- Identify process improvement or other efficiencies related to improving the customer satisfaction
- Conduct quarterly reviews with clients
- Manage a team of client managers and analysts in servicing the clients and meeting goals and objectives
- Act as an escalation point for the team base as needed
- Model high customer service qualities and drive team accountability to do the same in delivery of service
- Proactively manage and resolve customer issues
- Track progress and opportunities across delivery teams
- Alert customers to any changing services
- Address issues openly and quickly
- Maintain relationships with key client contacts that fosters an environment to drive client performance and minimize attrition
- Ensure key customers are referenceable promoters to support sales
- Work with Vice President, Client Management, sales, operational, and product specialists as appropriate to identify areas for “up selling”
- Assist in closing add on sales
- Share information and collaborate on new business opportunities with other BU segments
- Coordinate with other BU support and service teams
- Establish, maintain and coordinate service dialogue between business units
- Other duties as assigned
- Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- Understand and comply with Information Security and HIPAA policies and procedures at all times
- Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
Qualifications
- Bachelor’s degree in business or related field required
- 7 to 10 years' experience working in a large health system and/or physician office in the related functions of revenue cycle management, healthcare consulting, practice management and patient workflow
- Experience compiling, presenting or consulting to C suite management
- Expertise in the areas of assignment of roles relative to the billing, accounts receivable, clinical workflow, and documentation within a hospital and office-based setting
- Experience gained through exposure to account management, various billing systems, change management and quality control
- Demonstrate the ability to develop strong successful relationships
- Understand customer’s business / operational priorities, including technology and service needs, new service requirements, service utilization, and may serve in an individual or people-manager capacity
- Technical understanding of revenue cycle technology platforms
- Stays abreast of changes in healthcare reimbursement models and can provide subject matter expertise (SME) around such changes
- Ability to translate regulatory, business environment, technical understanding to action plans and issue resolution
- Proficiency in Microsoft Office Suite
- Strong interpersonal skills, ability to communicate well at all levels of the organization
- Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
- High level of integrity and dependability with a strong sense of urgency and results oriented
- Excellent written and verbal communication skills required
Working Conditions
- Ability to travel to client sites 50% of the time
- Ability to work occasional evening and/or weekends and with challenging clients
- Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes
- Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear
- Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress
- Work Environment: The noise level in the work environment is usually minimal
Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.
