Job SummaryThe Manager, Client Success is a liaison between Ventra Health and clients in terms of communication and information exchange; manage all aspects of the clients' account to maximize collections, provide contracted management services, where applicable, and minimize problems. Works directly with a variety of stakeholders, including patients, doctors, owners, practice managers, administrators, and more to resolve escalated issues
Essential Functions and Tasks- Conducts face-to-face meetings with clients to review performance and ensure satisfaction (in accordance with cadence and client success standards)
- Serves as the clients' primary point of contact, collaborating with the internal team on issues for resolution, as needed, for timely follow-up communication with clients
- Facilitate external and internal meetings as required, including compiling, and taking minutes maintains other Client Success required documentation (Project Action Item Log, etc.)
- Reviews data at required frequency as defined by Client Success standards to monitor and escalate all steps in the operational workflow process are completed timely for clients as needed
- Prepares and/or reviews reports and ad-hocs for internal and external purposes
- Analyzes and monitors Client Success Metrics and presents client specific reports and utilizes the client issue escalation matrix internally as appropriate to resolve all client concerns
- Makes recommendations following appropriate channels for process improvement based on data review
- When Practice Administration services are utilized, collaborates with business management team (finance, HR, credentialing, and compliance)
- Monitors and/or manages client payor contract negotiations and/or renewals, in conjunction with Managed Care Team and/or assigned payor contracting resource, where applicable, in accordance with clients' billing/management services agreement
- Manages and/or monitors clients' quality program and compliance training, as required by clients' contract and in conjunction with Subject Matter Experts within the organization.
- Assists with new client implementation
- 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 three to five years (3-5) 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 skills
- 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.
