Role and Responsibilities
The Client Success Manager is at the center of the client engagement team and is responsible for establishing and building relationships throughout the client’s business to promote solution adoption and optimize performance, leading to client satisfaction and retention. This leader will take the initiative to seek client buy-in and develop a partnership to execute change. This key position collaborates with senior leaders and executives across Health Prime and is responsible for improving current processes and coordinating organizational procedures to optimize efficiency and productivity.
The position supports the company’s overall Operations and success of the client by efficiently and effectively providing management, oversight, and assurance that clients’ RCM metrics are in good standing and communication with client is timely and proactive. The Client Success Manager must be well-versed in the details of all levels and functions within the full scope of Revenue Cycle Management.
In this role, we will leverage your managerial experience to develop members of the team to exceed expectations and achieve objectives. You will participate in Health Prime strategy development as a thought leader and expert, while focusing on development, performance, and growth of your all-star team. The Client Success Manager will exhibit judgement in adjusting communication style and effectively motivate the team to achieve desired results.
DUTIES AND RESPONSIBILITIES:
- Challenges the best practices and seeks opportunities to drive process improvements.
- Implement, monitor, revise annual goals, objectives and performance standards for their team.
- Monitor, track, and evaluate staff productivity and performance and provide summary report to executive management monthly.
- Conducts regular staff meetings with direct reports to review project status and initiate and prioritize performance improvement opportunities.
- Participates in client meetings periodically and acts as the first point of escalation.
- Partner with executive management team collaborating on detailed reviews of company financial and operational metrics.
- Identifying and capitalizing upon opportunities for process, cost, and client satisfaction improvement.
- Demonstrate an ability to gain buy-in and drive change across and entire client department including leadership and staff.
- Establishes clear organizational structures for assigned team members including responsibilities and accountabilities of individuals or clients.
- Engages team to drive to meet and exceed performance targets.
- May conduct educational sessions related to benchmarking process control.
- Collaborates with the human resources department to identify, interview, and hire employees.
- May perform other duties as assigned or requested.
NECESSARY ATTRIBUTES:
- Excellent communication skills with an aptitude for providing clear and articulate direction.
- Ability to prioritize multiple tasks with varying deadlines.
- Ability to rapidly adapt and respond to changes in environment and priorities.
- Strong analytical reasoning, problem solving and multitasking skills, and attention to detail.
QUALIFICATIONS:
- Bachelor’s degree or equivalent experience.
- 5-8 years of Revenue Cycle Management experience – with at least 2 years of management experience.
- Strong understanding of Revenue Cycle Management within a Hospital or Physician Practice setting and/or demonstrated relevant domain knowledge.
- Strong communication and leadership skills, while acting as a role model and coaching team members in Health Prime’s core values.
- The ability to establish oneself as a peer and trusted partner for our client counterparts.
- The ability to help counterparts through difficult transitions to a new process, workflow, or situation.
- Successful candidates will have a desire for continuous learning.
- Self-starting and going beyond what is asked to take on new challenges and create innovative solutions.
- This role will require getting deep into details and performing very granular reviews and extensive process shadowing. While this work can be tedious, it is foundational to success.
- Willingness to travel when necessary.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds