Overview of Position
The Senior Director, Client Engagement is responsible for managing all aspects of the business relationship with the customer. This role ensures that all appropriate resources are available and utilized effectively/efficiently to maximize overall business management services and corporate profitability. The Senior Director develops and maintains positive client relations and coordinates with various functions within the company to ensure client requests are handled appropriately (i.e. within time, budget, and contract scope) while balancing client needs with company profitability. This position has authority to substantially affect the relationship between the company and a client, either from a financial or services/product standpoint. The Senior Director monitors/audits patient access services and is responsible for analyzing the service level adherence and workflow and making recommendations to increase productivity and profitability.
What will be my duties and responsibilities in this job
- Proactively manages client requests for additional information as it relates to: financial clearance (i.e., eligibility), revenue management (i.e., billing, follow-up, denials, underpayments), revenue integrity (i.e., coding audits, nurse triage), call volumes and statistics, quality and accuracy of scheduling and other access center staff work, workflow, and other processes that impact overall delivery of the patient access services
- Drives and delivers business reviews/client meetings on a regular basis with high level of planning and professionalism
- Works with the business leadership to identify areas for “up selling” opportunities based on client needs and industry changes
- Works collaboratively across functions to ensure operational excellence related to patient access services and all other related services
- Collaborates on new client implementations including: system interfaces, client set-up, contract review and liaison with Legal, and operational setup
What are the requirements needed for this position
- 8+ years healthcare practice mgt/patient access experience and demonstrated leadership skills and 5+ years of client engagement experience
- 4 year degree in Business or related field or 10+ years of relevant experience in lieu of a degree
- Solid knowledge of healthcare practice management and overall revenue cycle and workflows in academic or health system settings
- Demonstrated experience in analyzing revenue cycle reports/analytics & gaining actionable insights from that data to optimize the client’s revenue cycle performance
- Must have excellent communication and presentation skills and also be able to build and sustain client relationships.
What other skills/experience would be helpful to have
- Previous experience/exposure to provider setting environments preferred but not required
- Demonstrated leadership skills as well as a solid knowledge of Microsoft Office and data processing systems