Manager, Client Success

Job Summary:

The Manager, Client Success is a liaison between Advocate RCM - a division of Ventra Health and clients in terms of communication and information exchange; manage all aspects of the clients’ account to maximize collections, provide contracted management services, where applicable, and minimize problems. Works directly with a variety of stakeholders, including patients, doctors, owners, practice managers, administrators, and more to resolve escalated issues.

Essential Job Functions:

• Conducts face-to-face meetings with clients to review performance and ensure satisfaction (in accordance with cadence and client advocacy standards)
• Serves as the clients’ primary point of contact, collaborating with the internal team on issues for resolution, as needed, for timely follow-up communication with clients
• Facilitate external and internal meetings as required, including compiling, and taking minutes maintains other Client Advocacy required documentation (Project Action Item Log, etc.)
• Reviews data at required frequency as defined by Client Advocacy standards to monitor and escalate all steps in the operational workflow process are completed timely for clients as needed
• Prepares and/or reviews reports and ad-hocs for internal and external purposes
• Analyzes and monitors Client Success Metrics and presents client specific reports and utilizes the client issue escalation matrix internally as appropriate to resolve all client concerns
• Makes recommendations following appropriate channels for process improvement based on data review
• When Practice Administration services are utilized, collaborates with business management team (finance, HR, credentialing, and compliance)
• Monitors and/or manages client payor contract negotiations and/or renewals, in conjunction with Managed Care Team and/or assigned payor contracting resource, where applicable, in accordance with clients’ billing/management services agreement
• Manages and/or monitors clients’ quality program and compliance training, as required by clients’ contract and in conjunction with Subject Matter Experts within the organization.
• Assists with new client implementation
• Responsible for the oversight, mentorship, and growth of assigned CAS staff, where applicable
• Compliance and adherence to applicable healthcare and security regulations and responsible for staff’s compliance and adherence
• Performs special projects and other duties as assigned

Education and Experience Requirements:

• High School Diploma or GED
• Bachelor’s Degree in business, healthcare management, or related field preferred
• At least three to five years (3-5) in healthcare, revenue cycle management, or related field

Knowledge, Skills, and Abilities (KSAs):

• Basic familiarity with medical billing and terminology
• Ability to read, understand, and apply state/federal laws, regulations, and policies
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner
• Ability to remain flexible and work within a collaborative and fast paced environment
• Ability to deliver high quality service excellence with high attention to detail
• Understand and comply with company policies and procedures
• Proven strong leadership/management skills to manage, motivate, and set expectations with team members
• Strong presentation development and delivery skills
• Strong knowledge in RCM, accounting, and/or finance
• Strong customer service and customer facing skills
• Strong judgment skills and problem-solving skills
• Strong oral, written, and interpersonal communication skills
• Strong time management, organizational, and decision-making skills
• Strong knowledge of Outlook and RCM software or equivalent workflow management software

Physical Demands:

• 40 hours per week
• Occasional Standing
• Occasional Walking
• Sitting for prolonged periods of time
• Pushing and pulling movements - rarely
• Occasional Reaching -rarely
• Bending, twisting, and stooping - rarely
• Frequent hand, finger movement
• Use equipment such as copy, fax, and postage
• Communicate verbally and in writing
• Lift and/ or move up to 15 - 20 pounds
• Extensive use of computer keyboard and viewing of computer screen
• Specific vision abilities required by this job include close vision

EEO Statement:

ADVOCATE Revenue Cycle Management - a Division of Ventra Health does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Ventra Health Values:

• Champion Innovation: We provide value by leveraging the best resources in technology, people, and continuous learning.
• Deliver Commitment: We commit to excellence in thought, word, and deed.
• Promote Partnership: We foster a culture of collaboration to achieve optimal results.
• Produce Solutions: We deliver high-impact solutions to those we serve.
• Demonstrates Responsiveness: We are highly effective and act with a sense of urgency.

Authority:

This position does not have the authority; neither express nor implied, to legally bind the Ventra Health to any contract or other legal obligation without written delegation by an officer of the Ventra Health.

Attendance:

Employee must have the ability to comply with Ventra Health's attendance policy documented in the Ventra Health Employee Handbook.

Physical Requirements and Work Environment:

The employee will work in smoke-free office surrounding; noise level is quiet to moderate.

The qualifications, physical demands and work environment described herein are general in nature and representative of those an employee will encounter and must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Job Code: ADVRCM