Description

Job Purpose

The Client Manager is responsible for ensuring satisfaction and retention of assigned clients by delivering superior customer service, providing operational transparency, and identifying and managing initiatives to optimize revenue cycle performance, drive financial outcomes, and exceed contractual obligations. The incumbent will need to build effective relationships, internally with operations and leadership, and externally with clients and vendors. Additionally, the Client Manager will collaboratively produce client analytics, informal ad hoc and formal monthly, including insights for presentation to assigned clients.

Duties and Responsibilities

• Partner with the Medi-Centrix client executive and operational leaders to drive expected performance outcomes
• Monitor key metrics and other documentation to effectively manage client satisfaction and retention.
• Initiates and directs plans to improve client and internal profitability and performance.
• Follow up on client feedback and issues as necessary and initiates/tracks plans for improvement.
• Serve as the liaison between the client and operations
• Identify process improvement or other efficiencies related to improving the customer satisfaction
• Conduct periodic, typically monthly, reviews with clients
• Act as an escalation point for the client and operations
• Proactively manage and resolve customer issues
• Track progress and opportunities across internal and external teams
• Alert customers to any changing services
• Address issues openly and quickly
• Maintain relationships with key client contacts that fosters an environment to drive client performance and minimize attrition
• Ensure key customers are referenceable promoters to support sales
• Develop ad hoc and scheduled report out of operational performance, including insights into trends or anomalies, to be presented to assigned clients
• Other duties as assigned

Requirements

Qualifications

• Required: Bachelor’s degree in business or related field
• Minimum of 5 years physician revenue cycle, preferably with a large medical center practice
• Presenting or consulting to executive leadership
• Clinical and financial operations of large physician groups
• Provision of insight into data and reports
• Preparation of operational report outs for internal and/or external audiences
• Knowledge of the practice management and physician revenue cycle practices
• Confident presentation delivery to internal and external executive leadership
• Proficient use of MS Word, PowerPoint and Outlook
• Expert MS Excel skills
• Strong leadership and customer service skills
• Excellent written and verbal communication skills
• Aptitude for project management
• Demonstrated ability to develop strong successful relationships
• Understand customer’s business / operational priorities, including technology and service needs, new service requirements, and service utilization
• Technical understanding of revenue cycle technology platforms
• Stays abreast of changes in healthcare reimbursement models and can provide subject matter expertise (SME) around such changes
• Ability to translate regulatory, business environment, and technical understanding to action plans and issue resolution

Working Conditions

• Occasional travel to client locations, as needed
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.