High School Diploma or GED required; Bachelor's Degree in business, healthcare management, or related field preferred
5+ years of experience in healthcare, revenue cycle management, or related field
Basic familiarity with medical billing and terminology
Strong leadership skills to manage and motivate team members
Proficient in RCM software or equivalent workflow management tools
Responsibilities
Monitor client performance and uphold Client Success standards
Utilize KPI tools to report on client performance and health
Mentor Manager, Client Success to exceed client expectations
Facilitate regular face-to-face meetings with clients
Proactively analyze client results and collaborate on solutions
Assist in the implementation of new clients and expansions
Ensure compliance with healthcare and security regulations
Benefits
Opportunity for professional growth through mentorship
Engagement in special projects beyond standard duties
Collaborative and fast-paced work environment
Potential for a discretionary incentive bonus
Ability to impact long-term client relationships
Full Job Description
Job Summary
The Director, Client Success is responsible for overseeing and ensuring that Manager, Client Success maintain and develop a strong and long-term relationship with clients. This role will also include overseeing that relative operational and business services departments are on track for their clients and monitor and assess CRM Performance and activity on assigned clients, escalating issues/concerns, as appropriate.
Essential Functions and Tasks
Monitor client performance and ensure Client Success standards are met
Utilize KPI tools and other analytics to manage and provide reporting and visibility on the performance and health of all internal and external clients
Mentor assigned Manager, Client Success in managing assigned clients to meet expectations, and exceed when opportunities arise
Establish and ensure client face-to-face meetings occur with CRM at a regular frequency
Analyze client results proactively to identify revenue cycle and client success related issues and work collaboratively with the Operations, Business Services teams, and leadership to implement solutions; ensure client concerns are escalated and resolved in a timely manner
Assist implementation team and Manager, Client Success on new client/expansions implementations
Compliance and adherence to applicable healthcare and security regulations and responsible for staff's compliance and adherence
Responsible for the oversight, mentorship, and growth of assigned Client Success colleagues, where applicable
Compliance and adherence to applicable healthcare and security regulations and responsible for staff's compliance and adherence
Performs special projects and other duties as assigned
Education and Experience Requirements
High School Diploma or GED
Bachelor's Degree in business, healthcare management, or related field preferred
At least five years (5) in healthcare, revenue cycle management, or related field
Knowledge, Skills, and Abilities
Basic familiarity with medical billing and terminology
Ability to read, understand, and apply state/federal laws, regulations, and policies
Ability to communicate with diverse personalities in a tactful, mature, and professional manner
Ability to remain flexible and work within a collaborative and fast paced environment
Ability to deliver high quality service excellence with high attention to detail
Understand and comply with company policies and procedures
Proven strong leadership/management skills to manage, motivate, and set expectations with team members
Strong presentation development and delivery skills
Strong knowledge in RCM, accounting, and/or finance
Strong customer service and customer facing skills
Strong judgment skills and problem-solving skill
Strong oral, written, and interpersonal communication skills
Strong time management, organizational, and decision-making skills
Strong knowledge of Outlook and RCM software or equivalent workflow management software
Compensation
Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
This position is also eligible for a discretionary incentive bonus in accordance with company policies.
