Role Description

The Director, Client Success is responsible for overseeing and ensuring that Manager, Client Success maintain and develop a strong and long-term relationship with clients. This role will also include overseeing that relative operational and business services departments are on track for their clients and monitor and assess CRM Performance and activity on assigned clients, escalating issues/concerns, as appropriate.

• Monitor client performance and ensure Client Success standards are met
• Utilize KPI tools and other analytics to manage and provide reporting and visibility on the performance and health of all internal and external clients
• Mentor assigned Manager, Client Success in managing assigned clients to meet expectations, and exceed when opportunities arise
• Establish and ensure client face-to-face meetings occur with CRM at a regular frequency
• Analyze client results proactively to identify revenue cycle and client success related issues and work collaboratively with the Operations, Business Services teams, and leadership to implement solutions; ensure client concerns are escalated and resolved in a timely manner
• Assist implementation team and Manager, Client Success on new client/expansions implementations
• Compliance and adherence to applicable healthcare and security regulations and responsible for staff’s compliance and adherence
• Responsible for the oversight, mentorship, and growth of assigned Client Success colleagues, where applicable
• Performs special projects and other duties as assigned

Qualifications

• High School Diploma or GED
• Bachelor’s Degree in business, healthcare management, or related field preferred
• At least five years (5) in healthcare, revenue cycle management, or related field

Requirements

• Basic familiarity with medical billing and terminology
• Ability to read, understand, and apply state/federal laws, regulations, and policies
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner
• Ability to remain flexible and work within a collaborative and fast paced environment
• Ability to deliver high quality service excellence with high attention to detail
• Understand and comply with company policies and procedures
• Proven strong leadership/management skills to manage, motivate, and set expectations with team members
• Strong presentation development and delivery skills
• Strong knowledge in RCM, accounting, and/or finance
• Strong customer service and customer facing skills
• Strong judgment skills and problem-solving skill
• Strong oral, written, and interpersonal communication skills
• Strong time management, organizational, and decision-making skills
• Strong knowledge of Outlook and RCM software or equivalent workflow management software

Benefits

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
• This position is also eligible for a discretionary incentive bonus in accordance with company policies.