Senior Director - Client Services

JOB DESCRIPTION

 

Job Title Sr Director Client Services FLSA Exempt Reports to VP Client Services Grade  V Location Remote Band 5B

 

Summary/Objective
The Sr Director Client Partner is responsible for the overall management and growth of a defined Omega client portfolio which will include large strategic medical device and DME clients.  Plan, direct and control all client management activities to ensure growth, stability, and long-term satisfaction.  This is an external facing position.

 

Essential Job Functions

• Provide overall management and growth of a defined Omega client portfolio. Revenue growth, improved profitability and CSAT are key KPIs.
• Ensure client growth plans are developed, implemented, and modified as needed. 
• Ensure client stability and long-term retention.
• Ensure clients are completely satisfied with all aspects of Omega’s performance to facilitate further expansion of Omega services. 
• Provide clients with knowledge and information to help them think about their business differently to gain market share and add new services. 
• Establish clear expectations for ongoing client communications as well as ensuring monthly and/or quarterly performance calls and onsite meetings occur timely and are effective.
• Through collaboration with operations leaders and service lines, identify opportunities for expanded services and facilitate the administrative details including but not limited to pricing approvals, proposals, contracts, etc.
• Have an in-depth knowledge of client’s management and operating environment.
• Manage escalated client issues and challenges, involve appropriate senior management and operations personnel, and respond promptly with appropriate feedback. Must be able to work in a matrix reporting environment and serve as an influencer of other key service roles, including operations, service lines, solutioning, finance, legal, etc.
• Partner with operations leaders to monitor, analyze and report service trends and haps as well as to create performance improvement plans where necessary.
• Ensure proactive and effective client communication on Omega and industry matters that are pertinent to client. This requires inter-company discussions and focus group participation as applicable as well as an understanding of revenue cycle changes and the impact to providers.
• Ensure client contracts are properly administered, and billing issues are resolved in a timely manner.

 

 

 

 

Key Success Indicators/Attributes

• RCM experience and in-depth understanding of technologies, processes, and concepts required to maximize yields and collections for complex clients efficiently
• Demonstrate well-developed verbal and written communication skills.
• Demonstrated ability to work with and through others, strong leadership, analytical, financial, communication and problem-solving skills and the ability to act/decide accordingly.
• Exceptional customer service and the ability to plan, organize, and exercise sound judgement.
• Capable of creating management level action and remediation plans for clients as needed.
• Ability to develop an independent viewpoint and present a compelling business case to support recommendations.
• Exhibit strong drive for results and success; conveys a sense of urgency to achieve outcomes and exceed expectations; persists despite obstacles, setbacks and competing influences.
• Demonstrate self-motivated and self-directed skills.
• Possess strong time management and organizational skills
• Maintain courteous, professional and effective working relationships with employees at all levels of the organization.
• Ability to listen collect, synthesize, and research complex or diverse information for proposing effective solutions.

 

Supervisory Responsibility

None

 

Work Environment

This job operates in a remote home office environment. This role routinely uses standard office equip