High School Diploma or GED required; Bachelor's Degree in business or healthcare management preferred
3-5 years of experience in healthcare or revenue cycle management
Basic familiarity with medical billing and terminology
Proven leadership and management skills
Strong knowledge of RCM, accounting, and finance
Responsibilities
Conduct face-to-face meetings with clients to ensure satisfaction and performance review
Serve as the primary point of contact for clients, ensuring timely communication and issue resolution
Facilitate internal and external meetings, documenting minutes and action items
Review performance data to ensure operational workflows are completed timely
Prepare and analyze client-specific reports and success metrics
Benefits
Oversight and mentorship of Client Success colleagues
Opportunities to collaborate with various healthcare stakeholders
Engagement in special projects and varying assignments
Work within a flexible, collaborative, and fast-paced environment
Focus on high-quality service excellence and professional development
Full Job Description
The 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.
