Senior Director - Client Services

About the position The Sr Director Client Partner is responsible for the overall management and growth of a defined Omega client portfolio which will primarily support large hospital health systems. Plan, direct and control all client management activities to ensure growth, stability, and long-term satisfaction. This is an external facing position.

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 client stability and long-term retention.
• Ensure clients are completely satisfied with all aspects of Omega’s performance to facilitate further expansion of Omega services.
• Provide clients with knowledge and information to help them think about their business differently to gain market share and add new services.
• 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.
• Through collaboration with operations leaders and service lines, identify opportunities for expanded services and facilitate the administrative details including but not limited to pricing approvals, proposals, contracts, etc.
• Have an in-depth knowledge of client’s management and operating environment.
• 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.
• Ensure client contracts are properly administered, and billing issues are resolved in a timely manner.

Requirements

• RCM experience and in-depth understanding of technologies, processes, and concepts required to maximize yields and collections for complex clients efficiently
• Demonstrate well-developedtverbalt and writtentcommunication skills.
• 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.
• Abilityttotdevelopt antindependenttviewpointt and presentt a compellingtbusinesstcase totsupporttrecommendations.
• Exhibittstrongt drive fortresults andtsuccess; conveys a senset of urgencytto achievetoutcomes andt exceed expectations; persiststdespite obstacles, setbacks and competingt influences.
• Demonstrate self-motivatedt and self-directedt skills.
• Possess strongt time management and organizational skills
• Maintaintcourteous, professionalt andt effective workingt relationships with employees att allt levelst oft 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.
• Must have strong fundamental Profee & Facility coding background (CPC + CCS or CCS-P)
• 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 OR advanced formal training/certification within the field and commensurate experience.
• A minimum of fifteen (15) years plus experience, with at least five (5) years in a similar Client Partner role managing clients within the healthcare revenue industry

Nice-to-haves

• CPC + CCS or CCS-P
• RHIA + coding credential (CCS/CPC)
• CPMA or CRC

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