VP Client Delivery

JOB SUMMARY

Leads a specific geography HRCM clients, working through his/her team of director-level client executives, who in turn each lead Conifer’s client service at one or more clients.  This position serves as the strategic leader providing business insight on all aspects of Revenue Cycle Services for assigned client locations.  Responsibilities include serving as the liaison between operations and the client, providing strategic leadership to the regional client service leaders, ensuring SLAs and performance expectations are met in collaboration with operations, managing the P&L, and ensuring projects and initiatives are financially profitable and meet or exceed margin thresholds. This is a key leadership role, with high visibility and impact on the client, internal stakeholders, and the overall operational performance of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Develop and implement national operational strategy for client; set and refine service level agreements and provide coaching and direction to director-level client executives to ensure best in class delivery of services. 
• Strategize with client and operations leaders to proactively identify performance improvement and problem avoidance areas, and provide appropriate allocation of resources to ensure all client objectives are met.
• Ensure seamless delivery of Conifer’s solutions and services to attain revenue goals; monitor and ensure projects meet process metrics and client satisfaction; 
• Oversee client deliverables in partnership with both internal and external business relationships. Consult with appropriate key stakeholders when issues arise, develop and communicate action plans and provide ongoing updates to all appropriate parties. 
• Manage P&L and report on monthly revenue and EBITDA. 
• Collaborate with operations leaders on day-to-day operations with full responsibility for the overall performance metrics for client’s revenue cycle function.
• Manage team of onshore and offshore analysts to provide active daily monitoring, including working with analytics to regularly refresh the breadth of KPIs and other metrics reviewed
• Partner with operations leaders, recommend and implement changes to processes, tools and/or methodology to ensure continuous improvement in operational efficiency and quality of services being delivered while achieving operational budgets. 
• Work with Performance Improvement to oversee process changes in the operational processes that track to financial and performance goals. 
• Lead sales efforts at existing clients, including broadening our and/or collaborating with the client to extend our service contracts.  The VP will oversee the development and execution of client-specific account plans, sales discussions, pricing strategy, and presentation to the internal Deal Review Committee (DRC)
• Manage new Change Control Notices, from the time of development, client implementation, potential finance notification and partnering with Client Management for potential contract amendment.

FINANCIAL RESPONSIBILITY (Specify Revenue/Budget/Expense): $70+M in Revenue

SUPERVISORY RESPONSIBILITIES 

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

• Direct Reports (titles)        Sr Director, Client Delivery or Sr Director, Client Executive, Director, Client Delivery or Director, Client Executive, and Commercial Operations Analyst
• Indirect Reports (titles)     Commercial HRCM Client Performance Leaders (CPLs)

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for P&L and meeting client performance standards
• Must possess a solid understanding of project/client financial statements and meaningful financial metrics that drive profitable projects
• Strategic, with the ability to consider a broad range of internal and external factors, ability to recognize opportunities for success, and flexibility to adjust actions and decisions in order to focus on critical issues.  
• Strong transformational skills and ability to drive change in a fast paced organi