Senior Manager Client Operations

Surgical Information Systems•Houston, TX

3d•Remote

About The Position

Surgical Information Systems (SIS) is seeking a Senior Manager, Client Operations to lead a revenue cycle team. This role involves direct supervision of assigned managers, with proactive communication regarding decisions and actions that ensure success. The Senior Manager, Client Operations will achieve clearly defined results for clients in a multi-client medical billing service. As a leader of other leaders, this individual will develop and implement consistent strategies focused on driving best-in-class service, quality results, responsiveness, and direction to assigned clients. To meet objectives, the Senior Manager, Client Operations will partner closely with managers and associates to determine the staffing, tools, coaching, and training needs of the department.

Requirements

Lead a revenue cycle team
Direct supervision of assigned managers
Achieve clearly defined results for clients in a multi-client medical billing service
Develop and implement consistent strategies focused on driving best-in-class service, quality results, responsiveness and direction to assigned clients
Partner closely with managers and associates to determine staffing, tools, coaching and training needs of the department
Meet or exceed established metrics
Provide leadership with metric updates
Focus on high productivity and quality work
Coach team members on time management, organization, and metrics
Measure and evaluate employees based on established goals and objectives
Engage employees in performance management activities
Direct work to AR team members
Ensure billing timelines are met
Manage payment posting trends and reconciliation
Provide direct feedback and guidance to employees
Participate in meetings, performance improvement planning, strategic planning, project development and plan execution
Respond to questions and concerns with data and analytical observations
Coach performance to accomplish goals
Review applications, arrange interviews, and interview applicants
Recommend hiring decisions
Engage with other departments and third-party vendors
Meet budgeted revenue and expense expectations
Review client AR and worklist monthly
Resolve process status codes timely
Review high priority AR assignments
Review status of critical metrics
Serve as a point of contact for clients
Reach out to clients by phone or email every two weeks
Escalate issues to the VP, Revenue Cycle
Identify client needs
Provide feedback to clients on best practice workflow
Complete, review, and provide feedback on monthly client dashboards
Manage month-end reporting
Manage client billing reconciliation
Manage fee schedule updates, charge master increases, contract grids and client profiles
Prepare and send client invoices
Resolve QA card by reviewing cases and providing feedback to team members and correcting statuses

Responsibilities

Drives commitment to providing quality service to internal and external customers across the team by meeting or exceeding established metrics.
Monitor and support teammates on a daily basis, and provide leadership with metric updates.
Drives results by focusing on high productivity and quality work.
Coaches team members to focus on time management, organization, and metrics.
Consistently measures and evaluates employees based on established goals and objectives for individual positions.
Engages employees in performance management activities according to agreed upon format and schedule.
Direct work to the AR team members, ensure billing timelines are met, and manage payment posting trends and reconciliation.
Meets with employees to provide direct feedback and guidance one on one at least monthly and more often when necessary.
Effectively and actively participates in routine and non-routine meetings, performance improvement planning, strategic planning, project development and plan execution.
Responds to leader, client and associate’s questions and concerns with data and analytical observations geared towards providing direction.
Coaches performance to move associates forward towards accomplishing goals, and moves associates out timely when results aren’t forthcoming.
Works directly with Human Resources to review applications, arrange for interviews and interview applicants to obtain information on work history, training, education, and job skills. Recommends hiring decisions and explains why and why not.
Engages with other departments and third party vendors as necessary to support and manage any associate or client challenges to resolution.
Consistently meets budgeted revenue and expense expectations.
Monthly review of clients AR and worklist to ensure all process status codes are resolved timely, review high priority AR assignments, review status of critical metrics.
Point of contact for clients with a high level of customer service by reaching out to clients by phone or email every two weeks looping them in on issues or accomplishments prior to month end review meetings.
Escalate issues to the VP, Revenue Cycle.
Identify client needs as well as provide feedback to clients on best practice workflow.
Complete, review, and provide feedback on the monthly client dashboards related to case volume, cash, issues or KPIs.
Manage month end reporting.
Manage client billing reconciliation.
Manage fee schedule updates, charge master increases, contract grids and client profiles.
Prepare and send client invoices.
Resolve the QA card by reviewing cases and providing feedback to the team members and correcting statuses.