Director, Client Success

The Director of RCM Client Success will oversee and enhance the client success center, ensuring it aligns with the broader goals of Revenue Cycle Management (RCM). The ideal candidate will possess proven leadership experience in billing operations, training, and quality assurance, with a strong emphasis on process improvement and team development. This role demands the ability to work collaboratively across the organization to create and deliver effective associate development programs, client training, client assessments, new client onboarding, and the implementation and maintenance of departmental systems and software, all aimed at boosting operational efficiency. A collaborative, team-oriented approach is crucial for success, as the Director will play a key role in improving both client outcomes and the overall performance of the organization.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Working with Operations Manager, develop associate performance metrics for revenue cycle processes
• Supervises managers and team leads and coaches them to provide direction and guidance to associates
• Fosters a team environment through training, recognition / evaluation, and in-service education which produces optimum work habits.
• Analyze client workflows and make recommendations for best practice operational efficiencies
• Assist in marketing solution offerings to new and existing clients
• Assist operations manager with client escalations as they arise related to KPI measures and health status
• Maintain an ongoing relationship with existing clients to foster new sales opportunities
• Working with Senior Associate Development Partner, prioritize and direct the activities of the RCM training team to support the growth and development of the RCM associates
• Oversee the Quality Assurance process, and track and report QA and productivity outcomes
• Working with the Senior Project Coordinator, oversee the onboarding process for new RCM services engagements
• Manage P&L and forecasting for revenue-generating assignments
• Assist the RCM Coaching Delivery Managers with Client escalations by facilitating collaboration across the matrix to ensure client needs are addressed
• Collaborate organizationally on overall client health improvement initiatives
• Drive AlphaCollector optimization initiatives through project oversight, ensuring effective communication and prioritization across the RCM leadership organization
• Develop policies and procedures for Key Performance Indicators (KPI’s)
• Create monitoring processes for KPI measures

Qualifications

• Bachelor’s Degree in Business or Health Care Administration desired and / or extensive relevant experience may be considered in lieu of degree
• Minimum ten (10) years Revenue Cycle Management experience required
• Minimum five years (5) minimum of associate management or team leadership experience.
• Operations efficiency processes required
• Previous experience with process improvement tools required
• Excellent customer service skills
• Excellent verbal and written communication skills
• Knowledge of Microsoft Office products
• Extended experience with Microsoft Excel required 
• Detailed analytical skills

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.

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