EO, Client Operations Lead

Welcome to Ovation Healthcare!

At Ovation Healthcare (formerly QHR Health), we've been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We're looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.

Summary:

The Client Operations Lead plays a key role in ensuring quality assurance within the Client Operations Department. This position will support day-to-day planning, operations, and problem-solving alongside a team of Client Operations professionals. The Client Operations Lead is responsible for ensuring that the department consistently meets service level agreements, upholds high work standards, and delivers exceptional customer service. Additionally, this role ensures that performance targets are consistently met, fosters the development of the team to enhance service delivery, and serves as a critical communication bridge between clients and internal departments to ensure compliance and client satisfaction.

Duties and Responsibilities:

• Serve as the department's subject matter expert, providing guidance and expertise on processes and policies.
• Analyze and address missing transactions, collaborating with the Client Operations team to drive continuous process improvements.
• Proactively take action to resolve Accounts Receivable (AR) transaction issues and client requests, ensuring timely follow-up and resolution.
• Effectively manage the aging of client inventory by regularly auditing statuses using the Account Summary aging tools.
• Lead the training and development of new staff, while providing ongoing education and support to current team members.
• Identify opportunities for departmental and individual improvements, including process optimization, automation, and workflow enhancements.
• Create, update, and maintain comprehensive procedures and "How-To" guides to support team operations.
• Escalate significant issues or incidents to upper management in a timely and efficient manner.
• Serve as a backup for other positions, ensuring seamless team operations and coverage.
• Ensure accurate and timely updates of all reports, maintaining data integrity.
• Exhibit strong organizational, prioritization, and time management skills to meet deadlines and manage competing priorities.
• Demonstrate leadership abilities to effectively guide, motivate, and develop team members.
• Stay well-versed in legal regulations related to billing, collections, and HIPAA, ensuring compliance in all activities.
• Maintain high standards of customer service etiquette, whether in person or via phone interactions, to foster positive client relationships.
• Apply strong problem-solving skills to effectively identify and resolve daily operational challenges.
• Perform additional tasks as required to support business objectives and operational excellence.

Knowledge, Skills, and Abilities:

Knowledge

• Extensive knowledge and understanding of accounts receivable transactions and payment activities, preferably in healthcare.
• Understanding of legal rules and regulations pertaining to HIPAA and PCI.
• Working knowledge of Windows-based systems and Microsoft Office products.
• Knowledge of Medco processes that involve all areas within the organization.

Skills

• Leadership - Serving as a positive example to others.
• Active Comprehension - Giving full attention to what others are communicating, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Time Management - Managing one's own time and the time of others.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities

• English Comprehension - The ability to fluently communicate in and understand English, the primary language of the work team.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
• Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.
• Driving Ability - This position requires the employee to use their own vehicle for business-related travel. To that end the employee must have a reliable vehicle and maintain an active driver's license with no restrictions.

Work Experience, Education, and Certifications:

• GED or High School Diploma required.
• 2+ years of customer service experience, with a strong focus on client satisfaction.
• 1+ years of insurance billing experience preferred.
• Ability to work a flexible schedule to accommodate business needs
• Previous experience in a hospital or physician business office setting is a plus.

Working Conditions and Physical Requirements:

This position is based in an office environment and requires the following physical and mental abilities:

• This position is located in a standard office requiring prolonged periods of sitting, with occasional walking or standing.
• Regular interaction with internal teams, clients, and vendors through phone, email, and virtual meetings.
• The position may require working extended hours, weekends, or on-call availability to meet organizational needs or address urgent issues.
• Must be able to adapt to and manage multiple tasks simultaneously in a fast-paced environment.
• Some travel may be required for training, meetings, or other departmental needs.
• Ability to sit or stand for extended periods of time during meetings, calls, and while working at a desk or workstation.
• Frequent use of a computer, phone, and other office equipment, requiring repetitive hand movements, typing, and mouse usage.
• Ability to communicate clearly and effectively in person, via phone, and through virtual platforms.
• Ability to interpret written and verbal communication and provide clear guidance and instructions to team members.