A Client Services Executive is the lead driver for relationship management and executive communication in Optum outsourced end to end revenue cycle clients. The CSE applies knowledge and expertise of acute care revenue cycle areas that include Patient Registration, Health Information Management, Clinical Documentation Improvement, Clinical Denials, Revenue Integrity and Patient Financial Services to oversee successful delivery of services and execution against Service Level Agreement Targets.
The CSE is the primary point of contact for client hospital executives including Hospital Presidents, Chief Financial Officers, Care Coordinators, and Chief Medical Officers. In this capacity, the CSE focuses on client satisfaction, executing solutions as promised, demonstrating, and maximizing ROI for the client, revenue retention, and uncovering opportunities for growth.
The CSE is the 'voice of the client' and is responsible for addressing client concerns with Optum operations in revenue cycle areas. As the escalation point on behalf of the client, the CSE ensures inquiries are responded to and resolved in a timely fashion, Optum commitments are delivered, client business metrics are measured and maintained at agreed upon levels.
CSEs maintain assigned clients with a high-level of autonomy and self-sufficiency. Long-term relationships with hospital executives are built and maintained. Communication is critically important, as such; CSE's hold periodic meetings with hospital executives to report progress. Meetings include, but are not limited to Revenue Cycle, Denials, Presidents Briefing, and CFO Updates.
CSE's are analytic thinkers with deep understanding of the revenue cycle in the acute care setting. As part of the Optum commitment to communication, the CSE receives standard and custom reports that reflect trends and overall state of client operations. CSE's review, interprets, summarize and share vital data with client executives on a regular basis.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:- Establish effective relationships with acute care client executives to understand their objectives, business drivers, and success measures. Responsible for relationships and Interaction with executives in roles that include Hospital Presidents, Chief Financial Officers, Care Coordinators, and Chief Medical Officers
- Act as a client advocate when addressing and resolving client concerns with Optum operational owners in the following areas Patient Registration, Health Information Management, Clinical Documentation Improvement and Patient Financial Services
- Understand, monitor and report negative trends in client critical business metrics including, but not limited to Point of Service Cash Collection, Pre Service Insurance Resolution Rate, Discharged Not Final Bill Quantities, Case Mix Index, CDI Query Response and Agreement Rate, Billing Edits/Backlogs, AR Aging, Cash Collection, Bad Debt, Credit Balances and Denial Rates
- Maintain regular meeting cadence with hospital executives. Responsibilities include but are not limited to meeting schedule, attendee list (both client and Optum), preparation, execution and follow-up. Meetings include but are not limited to Monthly Revenue Cycle, Monthly Denials, Presidents Briefings, CFO Updates, Annual Service Area Updates and various governance steering committee meetings
- Review, interpret, summarize and distribute routine reports to hospital executives including but not limited to Discharge Not Final Billed, AR Detail, Cash Analysis, Denial Trends, Payment Variance
- Coordinate client change order process when Optum revenue cycle services are identified and not provided
- Maintain focus and engagement with clients on semi-annual Client Satisfaction Survey, including Optum's Net Promoter Score (NPS). This includes creating individual plans to address satisfaction issues within survey respondents
- Understand payer dynamics and the challenges that exist with efficient resolution of Accounts Receivable (e.g., Initial Denials, Clinical Appeals)
- Leverage Optum resources (e.g., Facility Business Office Liaison, Revenue Cycle Optimization, Payer-Provider Collaboration Team) to meet client business challenges
- Assist in managing clients to internal profitability goals
Accountabilities- Proactively managing and communicating current operational results and transformation projects status to hospital executives
- Maintain regular meetings with hospital executives to review performance, client's business needs and Optum solutions
- Monitor all revenue cycle operations through management report interpretation, summarize and distribution to hospital executives
- Ensure high client satisfaction and improving NPS scores
- Increase client satisfaction, streamlining workflows and/or reduce internal expense
- Coordinate with Optum Operations teams in preparing and executing detailed performance recovery plans for hospitals not meeting AR Day and/or Cash Collection goals
Technical Knowledge- Understanding and communicating account receivable measurements including trends and impacts
- Microsoft applications including Word, Excel, PowerPoint, Teams, Sharepoint, and OneNote
- Hospital Information Systems that support revenue cycle operations such as (MS4, INVISION, Cerner, CAC, SSI, CA, EFR)
Other Skills / Experience- Excellent influence, collaboration and listening skills
- Highly self- motivated and self-directed individual with solid negotiation and problem-solving skills
- Ability to work with peers group to manage through conflict resolution
- Excellent analytical skills coupled with the ability to create client value
- Ability to effectively operate and deliver results in a matrix operations structure
- Ability to manage complex client situations with minimal supervision/management
- Expertise in developing client relationships especially within the C suite
Travel: 25%
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 10+ Operational expertise in revenue cycle acute care hospital departments including Patient Access, Health Information Management, Clinical Document Improvement and Patient Financial Services (billing, collection, cash posting, account follow-up and reconciliation)
- 10+ years of familiarity with Hospital Information Management systems including Patient Registration, Patient Management (clinical), Hospital Information Management, Clinical Documentation Improvement, Patient Accounting
- 5+ years working with senior level C suite executives in the hospital/provider space
Preferred Qualifications:- Professional memberships including HFMA, and or ACHE
- Operations, Implementation, or Program Management
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
