Job Purpose
The Vice President, Client Services is responsible for ensuring customer satisfaction and client retention across all assigned clients. Key success factor is the ability to build effective relationships, both internally and externally with clients, which will result in client reference ability, adoption of additional services, and high levels of retention and satisfaction. The Vice President, Client Services will work with clients to optimize financial and clinical performance using MMX products and services. This role will coordinate with the SVP Client Services to assess additional opportunities. The Vice President, Client Services will collaboratively identify, address and successfully resolve a broad range of topics and issues. Key success factors include the ability to service large client accounts and/or multiple higher complexity smaller client accounts.
Duties and Responsibilities
- Accountability for profit and loss of client RCM activities including workforce management and revenue forecasts
- Oversee end to end revenue cycle service management for designated client(s)
- Maintain acceptable levels of day in A/R, bad debt, and other key indicators
- Serve as the single accountable leader by creating collaborative, high performing work environments while addressing issues, removing barriers, and ensuring successful team and client outcomes
- Manage budgets, revenue forecasting, margins, invoicing, and billing
- Quantify financial and operational benefits for performance improvement initiatives
- Identify and address risks to achieving projected outcomes; develop and implement solutions to resolve same
- Create customized solutions to achieve business objectives, and manage client expectations around benefits and deliverables
- Maintain relationships with key client contacts that fosters an environment to drive client performance and minimize attrition
- Build strong executive-level and C-suite relationships
- Monitor key metrics and other documentation to effectively manage client satisfaction and retention
- Identify process improvement or other efficiencies related to improving the customer satisfaction Initiates and directs plans to improve client profitability
- Follow up on client feedback and issues as necessary and initiates/tracks plans for improvement
- Serve as the liaison between the client and operations
- Conduct regular reviews with clients
- Model high customer service qualities in delivery of service
- Proactively manages and resolves customer issues
- Tracks progress and opportunities across delivery teams
- Alert customers to any changing services
- Address issues openly and quickly
- Ensure key customers are referenceable promoters to support sales
- Work with management, sales, operational, and product specialists as appropriate to identify areas for "up selling." When appropriate, assist in closing add on sales
- Share information and collaborates 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
- Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
- Understand and comply with Information Security and HIPAA policies and procedures at all times
Qualifications
- Bachelor's degree in business or related field required
- Minimum of 10+ year's in healthcare consulting and/or healthcare operations, patient workflow and Hospital revenue cycle management
- Experience presenting or consulting to C suite or large hospital organizations
- Healthcare operations and/or consulting experience on team-based projects with a focus on culture, patient and employee experience, HR transformation and/or change
- Expertise in the areas of assignment of roles relative to the billing, clinical workflow, and documentation within a hospital and office-based setting
- Strong leadership and management skills
- 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
- Willingness and ability to be at the client site 80% of the time
- Occasional evening and weekend work and working 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.