VP Client Services/Principal I

Omega Healthcare Management Services•Boca Raton, FL

6d•Remote

About The Position

The VP Client Services/Principal I is responsible for the overall management and growth of defined Omega client portfolio which may exceed $30M. Plan, direct and control all client management activities to ensure growth, stability, and long-term satisfaction. This is an external facing position.

Requirements

Demonstrated ability to work with and through others, strong leadership, analytical, financial, communication and problem-solving skills and the ability to act/decide accordingly.
Exceptional customer service and the ability to plan, organize, and exercise sound judgement.
Capable of creating management level action and remediation plans for clients as needed.
An ability to develop an independent viewpoint and present a compelling business case to support recommendations.
Exhibit strong drive for results and success; conveys a sense of urgency to achieve outcomes and exceed expectations; persists despite obstacles, setbacks and competing influences.
Demonstrate self-motivated and self-directed skills.
Possess strong time management and organizational skills
Maintain courteous, professional and effective working relationships with employees at all levels of the organization.
Ability to listen collect, synthesize, and research complex or diverse information for proposing effective solutions.
Strong working knowledge of the healthcare revenue cycle industry.
Ability to utilize internal tools for timely reporting of client activity and cross-sell expectations.
Bachelor’s degree in healthcare administration, business, or related field.
Master’s degree in a similar field.
A minimum of fifteen (15) years’ experience, with at least five (5) years in a similar Client Partner role managing portfolio growth within the healthcare revenue industry.

Responsibilities

Provide overall management and growth of a defined Omega client portfolio.
Revenue growth, improved profitability and CSAT are key KPIs.
Ensure client growth plans are developed, implemented, and modified as needed.
Ensure clients are completely satisfied with all aspects of Omega’s performance to facilitate further expansion of Omega services.
Ensure client stability and long-term retention.
Provide clients with knowledge and information to help them think about their business differently to gain market share and add new services.
Lead and manage a team of one or more Client Service Executives and/or Client Partners.
Establish clear expectations for ongoing client communications as well as ensuring monthly and/or quarterly performance calls and onsite meetings occur timely and are effective.
Identify opportunities for expanded services and facilitate the administrative details including but not limited to pricing approvals, proposals, contracts, etc.
Manage escalated client issues and challenges, involve appropriate senior management and operations personnel, and respond promptly with appropriate feedback.
Must be able to work in a matrix reporting environment and serve as an influencer of other key service roles, including operations, service lines, solutioning, finance, legal, etc.
Partner with operations leaders to monitor, analyze and report service trends and haps as well as to create performance improvement plans where necessary.
Ensure proactive and effective client communication on Omega and industry matters that are pertinent to client. This requires inter-company discussions and focus group participation as applicable as well as an understanding of revenue cycle changes and the impact to providers.
Partner with Sales / Sales Support to create SOW’s, contracts and/or contract amendments.
Ensure client contracts are properly administered, and billing issues are resolved in a timely manner.