Job Purpose
The Manager, Client Services is responsible for ensuring satisfaction and retention of assigned clients by delivering superior customer service, providing operational transparency, and identifying and managing initiatives to optimize revenue cycle performance, drive financial outcomes, and exceed contractual obligations. The Manager, Client Services will build effective relationships, internally with operations and leadership, and externally with clients and vendors. Additionally, the Manager, Client Services will collaboratively produce client analytics, informal ad hoc and formal monthly, including insights for presentation to assigned clients.
Duties & Responsibilities
- Partner with client executive and operational leaders to drive expected performance outcomes
- Monitor key metrics and other documentation to effectively manage client satisfaction and retention
- Initiate and direct plans to improve client and internal profitability and performance
- Follow up on client feedback and issues as necessary and initiates/tracks plans for improvement
- Serve as the liaison between the client and operations
- Identify process improvement or other efficiencies related to improving customer satisfaction
- Conduct periodic, typically monthly, reviews with clients
- Act as an escalation point for the client and operations and proactively manage and resolve customer issues
- Track progress and opportunities across internal and external teams
- Alert customers to any changing services
- Maintain relationships with key client contacts that foster an environment to drive client performance and minimize attrition
- Ensure key customers are referenceable promoters to support sales
- Develop ad hoc and scheduled report out of operational performance, including insights into trends or anomalies, to be presented to assigned clients
- 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
- Minimum of 5+ years physician revenue cycle, preferably with a large medical center practice
- Knowledge of client management and physician revenue cycle practices
- Confident presentation delivery to internal and external executive leadership
- Technical understanding of revenue cycle technology platforms
- Ability to translate regulatory, business environment, and technical understanding to action plans and issue resolution
- Expert Microsoft Office Suite skills
- Aptitude for client management
- 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 as needed
- 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.