Manager, Client Services

Med-Metrix; Parsippany-Troy Hills (NJ); On-site; USD 90,000 - 140,000; Full time

Job summary

Med-Metrix is seeking a Manager, Client Services to ensure client satisfaction and retention by delivering superior service and by identifying initiatives to optimize revenue cycle performance.

The role collaborates with operations, leadership, clients and vendors and will produce client analytics, including insights for monthly presentations to assigned clients, while upholding HIPAA standards and information security policies.

Qualifications

• Bachelor's degree in business or related field is required.
• 5+ years physician revenue cycle experience, preferably with a large medical center.
• Knowledge of client management and physician revenue cycle practices.
• Confident presentation delivery to executive leadership.
• Technical understanding of revenue cycle technology platforms.
• Able to translate regulatory, business and technical insights into action.
• Expert Microsoft Office Suite skills.
• Aptitude for client management.
• Strong interpersonal and communication abilities.
• High integrity, urgency, and results orientation.
• Excellent written and verbal communication.

Responsibilities

• Partner with client executives to drive performance outcomes.
• Monitor metrics to manage satisfaction and retention.
• Lead plans to improve profitability and performance.
• Address client feedback and implement improvements.
• Serve as liaison between client and operations.
• Identify efficiencies to improve customer satisfaction.
• Conduct periodic client reviews.
• Escalate and resolve customer issues.
• Track progress across teams.
• Inform clients of service changes.
• Maintain relationships with key client contacts.
• Ensure customers are referenceable promoters.
• Produce ad hoc and monthly performance reports.
• Perform other duties as assigned.
• Protect PHI per HIPAA standards
• Follow Information Security and HIPAA policies

Skills

Client management

Interpersonal skills

Problem solving

Communication skills

Presentation skills

Revenue cycle knowledge

HIPAA awareness

MS Office

Analytical thinking

Education

Bachelor's degree in business or related field

Job description

Job Purpose

The Manager, Client Services 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 Manager, Client Services will build effective relationships, internally with operations and leadership, and externally with clients and vendors. Additionally, the Manager, Client Services will collaboratively produce client analytics, informal ad hoc and formal monthly, including insights for presentation to assigned clients.

Job Purpose

The Manager, Client Services 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 Manager, Client Services will build effective relationships, internally with operations and leadership, and externally with clients and vendors. Additionally, the Manager, Client Services will collaboratively produce client analytics, informal ad hoc and formal monthly, including insights for presentation to assigned clients.

Duties & Responsibilities

• Partner with client executive and operational leaders to drive expected performance outcomes
• Monitor key metrics and other documentation to effectively manage client satisfaction and retention
• Initiate and direct 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 customer satisfaction
• Conduct periodic, typically monthly, reviews with clients
• Act as an escalation point for the client and operations and proactively manage and resolve customer issues
• Track progress and opportunities across internal and external teams
• Alert customers to any changing services
• Maintain relationships with key client contacts that foster 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
• Use, protect and disclose patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties

Qualifications

• Bachelor's degree in business or related field required
• Minimum of 5+ years physician revenue cycle, preferably with a large medical center practice
• Knowledge of client management and physician revenue cycle practices
• Confident presentation delivery to internal and external executive leadership
• Technical understanding of revenue cycle technology platforms
• Ability to translate regulatory, business environment, and technical understanding to action plans and issue resolution
• Expert Microsoft Office Suite skills
• Aptitude for client management
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results oriented
• Excellent written and verbal communication skills required

Working Conditions

• Ability to travel to client sites 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.