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Job description
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+ years 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.
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.