Manager, Client Operations

Ovation Healthcare•Huntsville, AL

1d•Onsite

About The Position

Welcome to Ovation Healthcare! At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions. The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior. We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork. Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com. Summary: The Client Operations Manager is responsible for overseeing the Client Operations department and driving performance to achieve service excellence and quality assurance aligned with organizational goals. This role focuses on managing a dedicated team to deliver client satisfaction while maintaining service level agreements. Emphasizing leadership, strategy, and team development, the Manager will foster a client-first culture, implement efficient workflows, and maintain compliance. The Client Operations Manager ensures that performance targets are met, develops the team to deliver superior customer service, and acts as the communication link between the clients and internal departments to ensure compliance and client satisfaction.

Requirements

Knowledge of customer service best practices.
Knowledge in 10 key by touch typing.
Knowledge of client requirements and guidelines.
Understanding of billing and recovery cycle.
Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.
Complex knowledge of internal systems used by the department.
Working knowledge of Windows-based systems and Microsoft Office products.
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, writing policy, and other office procedures and terminology.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Negotiating and closing skills.
Customer Service – Providing professional and empathetic support to callers.
Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
Speaking — Talking to others to convey information effectively.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.
Time Management — Managing one's own time and the time of others.
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Leadership – Ability to motivate, develop, and lead others.
English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Written Expression — The ability to communicate information and ideas in writing so others will understand.
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition — The ability to identify and understand the speech of another person.
Speech Clarity — The ability to speak clearly so others can understand oral communication.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
GED or High School Diploma required.
3+ Hospital or Physician Business Office setting work experience preferred.
5+ years of experience in customer service, with experience in a management role that includes client relation experience preferred.

Nice To Haves

Bachelor’s degree in healthcare, business, or related field preferred.
Can be substituted with experience in related fields.

Responsibilities

Expertly manage all CMS system functions, ensuring full understanding and operational capability.
Ensure comprehensive knowledge of client requirements, guidelines, and legal regulations related to billing, collections, and HIPAA compliance.
Uphold high customer service standards through professional communication, both in person and via phone.
Oversee day-to-day operations of the Client Operations team to ensure KPIs and client deliverables are met
Lead cross-functional teams, assign tasks, and motivate members to meet client deadlines
Cultivate and maintain strong client relationships, acting as the main point of contact for all client issues and concerns.
Lead HR functions, including interviewing and hiring candidates, monitoring training progress, assigning new hires, coaching, counseling, and disciplining employees as needed.
Administer schedules, ensure coverage, and enforce job expectations and policies.
Foster a positive and motivated work environment by encouraging teamwork, strong work ethic, and open communication.
Conduct monthly one-on-one meetings with direct reports to assess individual and team performance, identifying areas for growth and improvement.
Maintain strong communication with all departments to ensure effective problem-solving and coordination.
Proactively identify and address potential challenges during implementation to minimize risks and delays.
Ensure strong, continuous communication across departments to facilitate problem-solving and coordination.
Drive the analysis of key performance indicators (KPIs) to assess team and departmental performance, making data-driven improvements where necessary.
Implement continuous improvement initiatives to enhance operational efficiency, quality, and service effectiveness.
Create and provide regular performance reports and insights to clients, tracking trends and operational outcomes.
Collaborate with internal teams to address client feedback and implement improvements to service offerings.
Ensure the department complies with all relevant laws, regulations, and industry standards, including but not limited to HIPAA and data protection.
Perform additional tasks as assigned to support overall business objectives and operational excellence.