Client Relations Manager

Job Locations US-Remote
ID 2022-1509
Category
Client Advocacy
Position Type
Regular Full-Time

Overview

Job Summary:

  • The Client Relations Manager is a liaison between 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.

Responsibilities

Essential Functions and Tasks:

  • Conducts face-to-face meetings with clients to review performance and ensure satisfaction (in accordance with cadence and client services 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 Services required documentation (Project Action Item Log, etc.)
  • Reviews data at required frequency as defined by client services 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 CSS 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

Qualifications

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

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