Director, Client Services

Med Metrix•Parsippany-Troy Hills, NJ

1d•Hybrid

About The Position

The Director, Client Services is responsible for ensuring customer satisfaction and client retention across all assigned clients. Key success factor is ability to build effective relationships, both internally and with clients, which will result in client reference ability, adoption of additional services, and high levels of retention and satisfaction. The Director, Client Services will work with clients to optimize financial and clinical performance using multiple client systems. The Director, Client Services will collaboratively identify, address and successfully resolve a broad range of topics and issues.

Requirements

Bachelor’s degree in business or related field required
7 to 10 years' experience working in a large health system and/or physician office in the related functions of revenue cycle management, healthcare consulting, practice management and patient workflow
Experience compiling, presenting or consulting to C suite management
Expertise in the areas of assignment of roles relative to the billing, accounts receivable, clinical workflow, and documentation within a hospital and office-based setting
Experience gained through exposure to account management, various billing systems, change management and quality control
Demonstrate the ability to develop strong successful relationships
Understand customer’s business / operational priorities, including technology and service needs, new service requirements, service utilization, and may serve in an individual or people-manager capacity
Technical understanding of revenue cycle technology platforms
Stays abreast of changes in healthcare reimbursement models and can provide subject matter expertise (SME) around such changes
Ability to translate regulatory, business environment, technical understanding to action plans and issue resolution
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

Responsibilities

Monitor key metrics and other documentation to effectively manage client satisfaction and retention
Initiate and direct plans to improve client profitability
Follow up on client feedback and issues as necessary and initiate/track plans for improvement
Serve as the liaison between the client and operations
Identify process improvement or other efficiencies related to improving the customer satisfaction
Conduct quarterly reviews with clients
Manage a team of client managers and analysts in servicing the clients and meeting goals and objectives
Act as an escalation point for the team base as needed
Model high customer service qualities and drive team accountability to do the same in delivery of service
Proactively manage and resolve customer issues
Track progress and opportunities across delivery teams
Alert customers to any changing services
Address issues openly and quickly
Maintain relationships with key client contacts that fosters an environment to drive client performance and minimize attrition
Ensure key customers are referenceable promoters to support sales
Work with Vice President, Client Management, sales, operational, and product specialists as appropriate to identify areas for “up selling”
Assist in closing add on sales
Share information and collaborate 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
Understand and comply with Information Security and HIPAA policies and procedures at all times
Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties