Job Description
Client Summary:
Specializes in optimizing efficiency and cost reduction for payers, providers, and pharmaceutical companies. Provides technology-driven services to streamline medical billing, coding, and collections processes. Features the world's largest medical coding team alongside proprietary technology and analytics for unparalleled effectiveness. Position Responsibilities:
Develop and implement a comprehensive client success strategy that aligns with the organization’s goals and objectives.
Build and maintain strong relationships with key clients, acting as a trusted advisor and partner.
Proactively identify areas of opportunity and implement solutions in conjunction with the operations leadership teams.
Oversee the account management team and ensure that all client needs are met in a timely and professional manner.
Monitor client satisfaction and identify opportunities for improvement.
Collaborate with cross-functional teams to ensure that client needs are integrated into service delivery processes.
Develop and implement client retention strategies to ensure high levels of client satisfaction and loyalty.
Identify opportunities for client growth and work with cross-functional teams to capitalize on these opportunities.
Monitor and analyze client data to identify trends and opportunities for improvement.
Stay up to date on industry trends and best practices in client success and incorporate these into the organization’s client success strategy.
Provide regular reports to executive leadership on client success, performance and progress.
Collaborate with the marketing team to develop and implement marketing campaigns that support client growth and retention.
Develop and monitor key performance indicators (KPIs) for assigned clients and ensure that the team is meeting or exceeding these KPIs. Manage the P&L for assigned clients, ensuring that revenue and profit goals are met.
Work closely with offshore and onshore indirect teams to ensure that all operations activities are aligned and coordinated.
Oversee contract management and service level agreements (SLAs) to ensure that all client commitments are met.
Lead the adoption and implementation of Robotic Process Automation (RPA) technologies to improve efficiency and effectiveness of client success activities.
Set priorities for solution development and implementation based on client needs and market trends.
Manage relationships with vendors and partners to ensure that client success activities are supported by high quality products and services.
Leverage opportunities to expand services within existing client base.
Participate with Sales and Solutions teams for new client proposals.
Key Success Indicators/Attributes:
Analytical mindset with the ability to analyze client data and identify trends and strategies.
Proven track record of building and maintaining strong client relationships.
Excellent communication, negotiation, and interpersonal skills.
Strong leadership and management skills.
Strategic thinker with the ability to develop and implement effective client success strategies.
Strong team management skills, with experience hiring, training, and managing a high-performing team.
Proven experience setting priorities for solution development and implementation.
Strong understanding of payers and claims management best practices.
Strong vendor management skills, with experience managing relationships with vendors and partners.
Experience & Skills:
Required Experience and Qualifications:
Bachelor's degree in business, marketing, or related field.
10+ years of RCM experience in the durable medical equipment/medical device space.
10+ years back-end collections and cash posting experience.
10+ years of experience in client success, operations, or related field.
10+ years of experience working with teams in India and the Philippines, with a strong understanding of cultural nuances and effective communication strategies.
Experience influencing indirect teams and working with or for an outsource partner.
Experience in high claim volume RCM, preferably 2M annual claims, minimum 1M annual claims Preferred Experience and Qualifications:
Experience with NIKO Health Compensation $175k-$200k
Robust Education Programs: Reimbursement towards CEUs, professional developmentContinuing Education: Free coding manuals, monthly webinars, access to learning labs and refresher courses Opportunities for Advancement Robust Benefits Program