Client Services Manager, Client Services

Position title: Client Services Manager, Client Services

Reports to: Director Client Services

Department: Client Services

JOB SUMMARY

The Client Services Manager is a key member of the Client Services team responsible for providing day to day guidance and direction with the oversight of the Client Services Director. The Manager will work collaboratively with cross-functional teams to assure smooth operations of the middle revenue cycle business process functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manages the delivery of all technical and service aspects of projects and deliverables for clients.
• Serves as the internal link within the company and will have direct contact with all internal departments and direct one on one contact with external customers.
• Initiates the involvement of appropriate departments, maintaining continuous communication with those departments, and ensures the work delivered to customers is of a consistently high standard.
• Ensure client delivery projects are in line with forecasted contractual volumes.
• Leads and facilitates customer teleconferences, visits and audits as required, and provides timely provision of customer reports and updates.
• Interacts with Quality Assurance/Regulatory personnel to drive problem reports to closure.
• Suggest improved processes and management methods to generate higher ROI and workflow optimization. Facilitate process re-engineering and improvement to enhance customer engagement.
• Provides accurate and timely financial forecasting and reporting.
• Assist in development of departmental policies and standard operating procedures.
• Participates in cross-functional business process improvement activities as required.
• Work with delivery and training functions to create feedback loops from quality assessment to training and operations management.
• Works closely together with the Director of client services to gain overall customer satisfaction.
• Applies good business principles in all areas of responsibility.
• Work on multiple client platforms including encoders and electronic health records. Experience managing multiple sites and health systems.
• Demonstrates and promotes the company vision.

• Actively works to create a culture of superior service and continuous improvement; provides assessment and consultation to clients on best practice and optimization of business processes.
• Actively works to successfully resolve identified issues brought forth by internal colleagues or external sources.
• Implements and executes plans to complement the business units strategic and operating plan; champion the execution of tactical initiatives within the business unit to maximize the customer experience, growth, durability all while maximizing profitability.
• Ensure maximum productivity and establish productivity goals where needed.
• Ensure adherence to operating standards; manage labor hours.

MINIMUM REQUIRED QUALIFICATIONS (SKILLS, KNOWLEDGE AND ABILITIES)

Education and/or Experience

• Demonstrated business acumen, strategic thinking, and an ability to execute against formulated strategy.
• Proficient in Microsoft Office including Word, Power Point, and Excel
• Demonstrated ability to lead change initiatives
• Experience leading global teams preferred
• Bachelors degree in business or related field, or 4 years of equivalent experience
• AHIMA, HFMA, or Six Sigma certificate preferred
• Must demonstrate the ability to prioritize work to meet the needs of the client and assure performance of the operations team.

Knowledge and Skills

• Leadership Skills: Clients engagement, resolves conflicts and forecasts client short and long term expectations/needs.
• Time Management: Has the ability to handle multiple priorities at once.
• Math Skills: Keep and maintain analytics.
• Analytical Skills: Solves problems that may come up during a typical work day. Analyzes data and makes decisions that affect the client on a regular basis.
• Excellent listening, presentation ability, verbal and written communications skills.