Director, Client Services

• Monitor key metrics and documentation to manage client satisfaction and retention
• Initiate and direct plans to improve client profitability
• Follow up on client feedback and issues and initiate and track improvement plans
• Serve as liaison between clients and operations
• Identify process improvements and efficiencies to improve customer satisfaction
• Conduct quarterly client reviews
• Manage client managers and analysts in servicing clients and meeting goals
• Act as an escalation point for the team
• Model high customer service standards and drive team accountability
• Proactively manage and resolve customer issues
• Track progress and opportunities across delivery teams
• Alert customers to changing services
• Maintain relationships with key client contacts to drive performance and minimize attrition
• Ensure key customers are referenceable promoters to support sales
• Collaborate with client management, sales, operational, and product specialists to identify upselling opportunities
• Assist in closing add-on sales
• Share information and collaborate on new business opportunities with other business-unit segments
• Coordinate with business-unit support and service teams
• Establish, maintain, and coordinate service dialogue between business units
• Use, protect, and disclose patients' PHI in accordance with HIPAA standards
• Comply with Information Security and HIPAA policies and procedures
• Limit viewing of PHI to the minimum necessary
• Perform other duties as assigned

Requirements

• Bachelor's degree in business or related field required
• 7 to 10 years' experience working in a large health system and/or physician office in related functions of revenue cycle management, healthcare consulting, practice management and patient workflow
• Experience compiling, presenting or consulting to C-suite management
• Expertise in assignment of roles related to billing, accounts receivable, clinical workflow, and documentation within hospital and office-based settings
• Experience with account management, various billing systems, change management and quality control
• Ability to develop strong successful relationships
• Understanding of customers' business and operational priorities, including technology and service needs, new service requirements, and service utilization
• Technical understanding of revenue cycle technology platforms
• Knowledge of changes in healthcare reimbursement models and ability to provide subject matter expertise
• Ability to translate regulatory, business environment, and technical understanding into action plans and issue resolution
• Proficiency in Microsoft Office Suite
• Strong interpersonal and communication skills at all organizational levels
• Strong problem-solving and creative skills; sound judgment and decision-making based on accurate and timely analyses
• High integrity, dependability, urgency, and results orientation
• Excellent written and verbal communication skills required
• Ability to travel to client sites 50% of the time
• Ability to work occasional evenings and/or weekends with challenging clients
• Must possess a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes

Core Competencies

Demonstrates expertise in client relationship management, revenue cycle technology platforms, and healthcare consulting, with a strong focus on improving client satisfaction and retention. Proficient in analyzing operational priorities and translating them into actionable plans while ensuring compliance with HIPAA standards.

Highest-signal resume keywords

• Client Relationship Management
• Revenue Cycle Technology Platforms
• Healthcare Consulting
• C-Suite Presentation Skills
• HIPAA Compliance

Hard Skills

• Revenue Cycle Management
• Billing Systems
• Change Management
• Quality Control
• Patient Workflow
• Healthcare Reimbursement Models
• Technical Understanding of Revenue Cycle
• Microsoft Office Suite
• Documentation
• Accounts Receivable

Soft Skills

• Interpersonal Skills
• Communication Skills
• Problem-Solving Skills
• Decision-Making
• Relationship Development

Industry Keywords

• Healthcare
• Client Satisfaction
• Operational Priorities
• Service Utilization
• Client Retention
• Patient Health Information (PHI)
• Service Dialogue
• Client Reviews
• Escalation Management
• Team Accountability