Senior Director, Client Success

Ventra Health; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Director of Client Success to lead and mentor teams in delivering exceptional client service. This pivotal role involves overseeing client relationships, ensuring performance standards are met, and utilizing analytics to drive improvements. The ideal candidate will have a strong background in healthcare and revenue cycle management, with proven leadership skills to motivate teams and enhance client satisfaction. If you thrive in a dynamic environment and are passionate about delivering high-quality service, this opportunity is perfect for you.

Qualifications

• 5+ years in healthcare or revenue cycle management experience required.
• Bachelor's degree preferred in business or related field.

Responsibilities

• Oversee client success teams to ensure strong client relationships.
• Monitor client performance and ensure service standards are met.
• Analyze client results and collaborate for solutions.

Skills

Leadership Skills

Customer Service Skills

Problem-Solving Skills

Communication Skills

Time Management

Analytical Skills

Knowledge of RCM

Presentation Skills

Flexibility

Attention to Detail

Education

High School Diploma or GED

Bachelor’s Degree in Business or Healthcare Management

Tools

RCM Software

Microsoft Outlook

Job description

About Us

Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

Job Summary

• The Senior Director, Client Success, is responsible for overseeing and ensuring that the Director, Client Success and Manager, Client Success maintain and develop strong and long-term relationships with clients. This role will also include overseeing that relative operational and business services departments are on track for their clients and monitor and assess Client Success Performance and activity on assigned clients, escalating issues/concerns, as appropriate.

Essential Functions and Tasks

• Responsible for best-in-class client service and delivery, including client level relationships for key accounts.
• Monitor client performance and ensure client success standards are met.
• Utilize KPI tools and other analytics to manage and provide reporting and visibility on the performance and health of all internal and external clients.
• Mentor Assigned Director, Client Success and Manager, Client Success in managing assigned clients to meet expectations, and exceed when opportunities arise.
• Drive standardization of client meetings and feedback to a Ventra standard and best practice.
• Establish and ensure client face-to-face meetings occur at a regular frequency.
• Analyze client results proactively to identify revenue cycle and client success related issues and work collaboratively with the Operations, Business Services teams, and leadership to implement solutions; ensure client concerns are escalated and resolved in a timely manner.
• Assist implementation team and Manager, Client Success on new client/expansions implementations.
• Compliance and adherence to applicable healthcare and security regulations and responsible for staff’s compliance and adherence.
• Responsible for the oversight, mentorship, and growth of assigned CA staff, where applicable.
• Performs special projects and other duties as assigned.

Education and Experience Requirements

• High School Diploma or GED
• Bachelor’s Degree in business, healthcare management, or related field preferred
• At least five years (5) in healthcare, revenue cycle management, or related field

Knowledge, Skills, and Abilities

• Basic familiarity with medical billing and terminology
• Ability to read, understand, and apply state/federal laws, regulations, and policies
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner
• Ability to remain flexible and work within a collaborative and fast paced environment
• Ability to deliver high quality service excellence with high attention to detail
• Understand and comply with company policies and procedures
• Proven strong leadership/management skills to manage, motivate, and set expectations with team members
• Strong presentation development and delivery skills
• Strong knowledge in RCM, accounting, and/or finance
• Strong customer service and customer facing skills
• Strong judgment skills and problem-solving skills
• Strong oral, written, and interpersonal communication skills
• Strong time management, organizational, and decision-making skills
• Strong knowledge of Outlook and RCM software or equivalent workflow management software