Director, Client Services

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Oversee essential metrics and documentation to ensure client satisfaction and retention.

• Develop and implement strategies to enhance client profitability.

• Follow up on client feedback and issues, initiating and tracking improvement plans.

• Act as a liaison between clients and operations teams.

• Identify opportunities for process improvements and efficiencies to boost customer satisfaction.

• Conduct quarterly reviews with clients.

• Supervise client managers and analysts in delivering services and achieving goals.

• Serve as an escalation point for the team.

• Exemplify high standards of customer service and promote team accountability.

• Proactively manage and resolve customer issues.

• Monitor progress and identify opportunities across delivery teams.

• Inform customers about changes in services.

• Build and maintain relationships with key client contacts to enhance performance and reduce attrition.

• Ensure that key customers are referenceable promoters to aid sales efforts.

• Collaborate with client management, sales, operational, and product specialists to pinpoint upselling opportunities.

• Assist in finalizing add-on sales.

• Share insights and collaborate on new business opportunities with other business-unit segments.

• Coordinate with business-unit support and service teams.

• Establish, maintain, and facilitate service dialogue across business units.

• Utilize, protect, and disclose patients' PHI in accordance with HIPAA standards.

• Adhere to Information Security and HIPAA policies and procedures.

• Limit access to PHI to the minimum necessary.

• Perform additional duties as assigned.

⛳️ Requirements

• A Bachelor's degree in business or a related field is required.

• 7 to 10 years of experience in a large health system and/or physician office in areas related to revenue cycle management, healthcare consulting, practice management, and patient workflow.

• Experience in compiling, presenting, or consulting with C-suite management.

• Expertise in assigning roles related to billing, accounts receivable, clinical workflow, and documentation within hospital and office-based environments.

• Experience with account management, various billing systems, change management, and quality control.

• Ability to cultivate strong, successful relationships.

• Understanding of customers' business and operational priorities, including technology and service needs, new service requirements, and service utilization.

• Technical familiarity with revenue cycle technology platforms.

• Knowledge of evolving healthcare reimbursement models and the ability to provide subject matter expertise.

• Capability to translate regulatory, business environment, and technical knowledge into actionable plans and solutions.

• Proficiency in Microsoft Office Suite.

• Excellent interpersonal and communication skills across all organizational levels.

• Strong problem-solving and creative abilities; sound judgment and decision-making based on timely and accurate analyses.

• High integrity, dependability, urgency, and results-oriented mindset.

• Exceptional written and verbal communication skills are necessary.

• Willingness to travel to client sites 50% of the time.

• Availability to work occasional evenings and/or weekends with challenging clients.

• Must have a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching.

• Generous paid time off and holidays.

• Opportunities for professional development and growth.