Regional Client Services Manager - Hospital Business Office Mana

2 years hospital business office experience required

Locations: Candidates must currently live in Virginia

The Client Service Regional Manager is responsible for maintaining the loyalty and satisfaction of their assigned clients; developing cooperative relationships with clients' economic buyers, technical users and decision influencers; expanding OUR Client's existing service lines and placement volume; and continuing to manage the client and their issues effectively and efficiently with limited supervision.

1.Maintains the loyalty and satisfaction of clients in assigned region/territory.(20%)

• Installs and educates new clients in OUR CLIENT services and processes with SDRM team partner
• Provides refresher training in-services to existing clients, when needed
• Makes quick and accurate decisions that benefit both the client and OUR CLIENT
• Makes sound business recommendations and solutions to client issues and questions
• Encourages clients to expand services and placements
• Develops, maintains and provides daily/weekly/monthly reports to his/her CS Division Director in order to provide necessary information and tracking of region/territory.
• Meets/exceeds annual revenue goals for his/her region
• Maintains quality service goals both externally with client and internally with regional team

2.Serves as liaison both externally with regional clients and internally with all departments within OUR CLIENT for coordination of procedures/processes (20%)

• Coordinates with Operations Director, Operations Manager, and OUR CLIENT Team Leaders regarding processes and procedures for high volume accounts
• Coordinates with Legal Dept and High Dollar Team Leaders regarding processes and placements for high dollar accounts as well as any special legal related issues/questions asked by client
• Coordinates with Director of Quality Assurance regarding HIPAA concerns/compliance and client reconciliation files.
• Creates and managesCAREIncidents inCRMto document and track client issues and resolutions
• Coordinates with Client Implementation Manager concerning IT related processes for existing clients
• Coordinates with respective Sales Development Regional Manager regarding the installation and tracking/trending of new and existing client placements and issues; co-ownership with SDRM regarding client Blue Book accuracy and updates
• Coordinates with VP of CS, CS Division Director, and Team Leader of Internal Client Services Dept regarding new and existing client placements, issues, processes/procedures
• Coordinates with Data Entry Dept regarding new clients and placement of accounts

3.Provides consistent follow up to regional clients on a regular and as needed basis (20%)

• Develops cooperative and solid relationships with client decision makers (CEO, CFO, BOD, key business office management staff)
• Schedules and coordinates quarterly onsite visits to hospitals within region and any other requested meetings and or educational seminars etc.
• Exhibits effective communication through all necessary means of correspondence both written and verbal (i.e. face to face, via phone, e-mail, mail,)
• Coordinates and manages hiring contract/temporary employees for on site locations; trains on site employee on client system and in OUR CLIENT processes
• Analyzes client accounts, trends, and issues in his/her region and escalates same as needed to ensure client needs and expectations are met/exceeded

4. Interacts withICR,AR, QA, and CIM (30%)

• Coordinates Internal Client Services processes for clients within his/her region with Team Leader and interaction with respective Internal Client Services Representative (ICR) by:
• Monitoring internal staff requests (records, UB/I-bill, special request info etc.) and ensuring requests are done in a timely and efficient manner
• Responding promptly to internal staff requests after contacting client of same
• Assisting respective ICR rep with outstanding requests by contacting client thru phone call or e-mail regarding aged requests
• Documenting Needles with updated information relative to aged requests
• Reviewing and making decisions/approvals concerning client pullback requests
• Directing ICR with appropriate responses to client questions concerning pullback requests, service lines, processes, MSP information, etc.
• Contacting client directly regarding pullback requests, service line issues, processes, MSP information, etc.
• Coordinates with Accounts Receivable Representative to ensure invoicing processes are handled efficiently; Assists AR with outstanding invoice issues, when requested
• Coordinates with Reports Analyst and Director of QA regarding any special reports and monthly/quarterly performance analysis
• Coordinates with Client Implementation Manager regarding existing client connections and any other necessary projects (i.e. electronic text file downloads, payment/transaction reports, ability to print documents from client system, etc.)

5.Ensures thatCRM
database, Needles database and OUR CLIENT Bluebook is accurate and current; Other duties as assigned (10%)

• Ensures all documentation inCRMrelative to Company (clients), Contacts, and Incidents is accurate and current
• Works issues/questions/concerns/problems for clients using Incidents (CAREand NONCARE) and tracks all e-mails and documents all phone calls (through activities in Incidents) correctly and in real-time
• Ensures documentation of client cases in Needles is accurate and current including Staff Assignments, Date Fields, and Bed Size
• Ensures that OUR CLIENT cases are documented appropriately and timely in Needles when working issues specific to a patient account
• Requests changes and additions to Blue Book thru Sharepoint
• Other duties as assigned, i.e., assisting with installs in other regions, assisting in training new CSRMs, providing CS coverage when another region is vacant or new clients are added in an unassigned region, researching market trends, etc.

KEY
WORKING RELATIONSHIPS:

Prospects to include hospitalCEO's, CFO's, BOD's, Directors of Patient Financial Services, Directors of Patient Accounts, Directors of Admissions, other hospital business office personnel, senior OUR CLIENT executives, operations personnel, Client Services and development support personnel.

• JOB AND EDUCATIONAL REQUIREMENTS
• BA/BS Business Administration or Healthcare Management degree preferred
• 2 years hospital business office experience required; supervisory experience strongly preferred
• Excellent verbal & written communication skills
• Computer literate
• Knowledge of Excel, Powerpoint, Word required
• Working knowledge of multiple hospital patient accounting systems
• Knowledge of insurance billing, especially auto, liability, health insurance a plus
• Available for extensive travel

Knowledge and Skills (including Certification and Licensure):

• Ability to develop and maintain exceptional client relations with mid-level and senior hospital executives and their staff (e.g. Administration, Patient Financial Services, Admissions and Information Systems departments)
• Strong coordination skills of internal operations processes with external customer focus is essential
• Team player
• Ability to effectively prioritize client needs and daily tasks
• Exceptional time management skills
• Excellent written and verbal communication skills
• Customer focus is essential
• Ability to multi-task
• Prompt Follow up skills and mindset is required
• Ability to manage conflict
• Self motivated
• Embrace ownership of responsibilities
• Flexible
• Proven problem solving skills
• Professional presentation skills
• Possess high level analytical skills

Physical Requirements:

• Heavy Travel Required
• Long periods of sitting
• Prolonged periods of computer work
• Ability to deal with stress due to number of tasks performed
• Extensive use of the telephone

Travel Requirements:

• 10-15 nights (average) per month travel required

~CB~