Client Delivery Director

JOB SUMMARY 

Liaison between facility and Conifer operations for multiple facilities. Executive resource for Conifer for client local leadership. Focused on growing on-site relationships via client revenue, reputation and image by service, and performance for the client. Critical responsibilities include: (a) engaging key client executive management to understand needs (b) working with Conifer internal business colleagues to assess, develop, and recommend service solutions; (c) educating the client, monitor performance objectives, prepare for and conduct monthly meetings,  (d) report with peer-level operations personnel  underlying metrics, and improvement opportunities to ensure it meets/exceeds the expected levels of performance, (e) ensuring the contractual expectations are met and exceeded, (f) managing the client financials based upon business objectives and service level agreements, (g) managing the account P&L, (h) meeting revenue and profit goals, (i) setting strategy that continues to long-term strategy of overall client account. Maintains active and involved, broad client executive relationships (CFO, CEO, CIO, COO and CMO), advises clients in a proactive manner the current performance and next areas of mutual opportunity.  Provides oversight and Management to various Conifer departments onsite within the Client Site. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Oversight Management – For client, Grow to be conversant in the underlying operations and client environmental and placement metrics that drive the ebbs and flows in revenue, and affect positive movement in each on a peer-level dotted line relationship with strategy and operations.
• Client Management -- Serve as primary on site contact for Client Executives and other key sponsors, present a knowledgeable, efficient, and professional image by handling business in a respectful and professional demeanor, and excel in the following activities:
  • Client Advisor – Rise to the level of trusted advisor to Clients, with respect to Client’s own performance, industry revenue cycle trends, and new revenue cycle technologies.
  • Reporting and Analytics– Prepare and present to client performance reporting, as contracted and appropriate 
  • Relationship Management -- Facilitate and maintain relationships through regular, pro-active communication, timely follow-through on requests and coordination of resources to meet client needs 
• Responsible for management of on-site staff which may include Patient Access, Medicaid Eligibility, HIM, Business Office functions. 
• Ongoing Client Leadership and Remediation (Issue Resolution). Identifies performance degradation and coordinate with Conifer Client Executive Leader, and the Conifer operational colleagues to ensure a mitigation plan has been implemented for the client. 
• Manage the P&L to ensure proper controls are in place to maximize revenue opportunities and mitigate expenses.
• Develop and implement action plans to address and improve deficiencies in process and performance as identified.  
• Reports on performance to client leadership, and regularly quantifies the benefit/accomplishments Conifer has delivered. 
• Collaborates with on-site resources in service delivery and problem solving to maximize solution offering and client satisfaction. 
• Assist with providing comprehensive, succinct updates to Conifer Leadership in order to drive awareness of any Client support requirements and/or risks that could impact service delivery.
• Position coordinates with Client Executive Leader
• Manage new Change Control Notices, from the time of development, client implementation, potential finance notification and partnering with Client Management for potential contract amendment.
• Company Policy. Adheres to all company policies and procedures including, but not limited to those identified within the Standards of Business Conduct and the Employee Handbook, as may be amended from time to time. Adheres to all applicable laws and regulations and the company's governance/compliance program. Responsible for reporting violations of the company's policies and procedures, Standards of Business Conduct, Compliance, governance program, laws and regulations through the company's Help Line or other mechanism that may be available at the time of the violation. Assists with internal control failure remediation efforts.
• Internal Controls and Training. Becomes knowledgeable of internal control responsibilities through training and instruction. Responsible and accountable for internal control performance within their area of responsibility. Participates in the internal controls self-assessment process. Ensures concerns with internal control design or performance and process changes that impact internal control execu