Job Summary
The Client Success Director will lead a revenue cycle team/region offering direct supervision to assigned team members which may include directly employed and/or contract employees. The Director will communicate proactively and will support and drive decisions and actions that assure success. The CSD will accomplish clearly defined results for clients in a multi-client billing service. As a leader of other leaders, the individual in this role will develop and implement consistent strategies focused on driving best in class service, quality results, responsiveness and direction to assigned clients. To meet objectives, the CSD will partner closely with other leaders within the organization to serve the LLCs as a one-stop-shop. The CSD is responsible for the client’s satisfaction with Revenue Cycle Services and will bring others in as necessary service as a “one stop shop” for resolution.
Essential Job Functions
•Provides quality service to customers by meeting or exceeding established metrics.
•Drives results by focusing on high productivity and quality work.
•Coaches team members to focus on time management, organization, and metrics.
•Consistently measures and evaluates employees based on established objectives for individual positions.
•Engages employees in performance management activities according to established format and schedule.
•Provides direct feedback and guidance one on one at least monthly and more often when necessary.
•Effectively participates in performance improvement, strategic planning, project plan execution.
•Responds questions and concerns with data and analytical observations geared towards providing direction.
•Coaches performance towards accomplishing goals, and makes changes as necessary.
•Review applications, interviews applicants, recommends hiring decisions and explains why and why not.
•Leads employee training and documents competency and/or the need for additional training.
•Leads new client onboarding to ensure services are streamlined, efficient and effective.
•Engages with others as necessary to support and manage any associate or client challenges to resolution.
•Reviews data to document achievement and recognize excellence or communicate the need for improvement.
•Establishes, implements and assures accountability using policies and procedures to drive performance.
•Communicates with board members, executives, practice administrators, and others routinely.
•Establishes, implements and assures accountability using policies and procedures to drive performance.
•Actively seeks opportunities to improve financial outcomes; engaging others in the process.
•Participates in financial and budgetary planning using benchmarking/other data to strive towards best practice.
•Directs and provides guidance to direct reports to meet goals and provide excellent customer service.
Other Essential Tasks/Responsibilities/Abilities
- Must be consistent with Femwell’s core values.
- Excellent verbal and written communication skills.
- Professional and tactful interpersonal skills with the ability to interact with a variety of personalities.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with proven ability to meet deadlines and work under pressure.
- Ability to manage and prioritize multiple projects and tasks efficiently.
- Must demonstrate commitment to high professional ethical standards and a diverse workplace.
- Must have excellent listening skills.
- Must have the ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards and organization attendance policies and procedures.
- Must maintain compliance with all personnel policies and procedures.
- Must be self-disciplined, organized, and able to effectively coordinate/collaborate with team members.
- Extremely proficient with Microsoft Office Suite or related software; as well as Excel, PPT, Internet, Cloud, Forums, Google, and other business tools required for this position.
- Proficiency in practice management software such as Greenway/Intergy and eCW helpful.
Education, Experience, Skills, and Requirements
- Bachelor’s degree in information technology, Business, or related field required.
- At least five to seven years of related leadership experience.
- Three years of healthcare revenue cycle experience.
- Knowledge of HIPAA Security preferred.
- Remote with some travel required.
