Director, Client Success

Job Summary:

• The Director of Client Success is responsible for supporting the Vice President of Client Success with the overall service delivery and satisfaction of assigned clients, along with the clients of their direct reports. The Director of Client Success “owns” the relationship with their assigned Ventra Health clients and is responsible for building positive relationships and providing superior service to these clients. Likewise, the Director is responsible for fostering the same environment and expectation of their direct reports. The Director is responsible for providing leadership, direction, and guidance to the Client Relations Managers and/or Practice Managers that report to the Director. Specific responsibilities include overall client communications and performance monitoring, ensuring quality and timeliness of client deliverables, identifying, and assisting with the development and execution of client retention/growth strategies, building, and enhancing client relationships, supporting and/or leading corporate initiatives, and driving the overall satisfaction with clients assigned to the Director and their direct reports.

Essential Functions and Tasks:

• Monitor client performance and ensure the execution of operating mechanisms to build and maintain successful relationships with client leadership, physicians, hospitals, and other provider partners.
• Utilize the Ventra Health key performance indicator (KPI) tools and other analytics to manage and provide reporting and visibility on the performance and health of all clients.
• Analyze client results to proactively identify revenue cycle issues and implement solutions, working collaboratively with the Operations and Client Success teams for resolution.
• Develop and execute plans to ensure clients are meeting SLA standards and lead remediation efforts when clients fall outside of SLA standards. Assist in the development and monitoring of account management policies and guidelines to support Ventra Health’s mission of being "one-step-ahead" in the industry and providing superior service to clients that add and create value.
• Responsible for highly structured operational reviews and management services review for Management Services Agreement (MSA) clients for all onsite account meetings and presenting reporting and insights to all accounts on a regular basis, depending on client needs, but no less than quarterly. This includes communicating performance updates, industry updates, and appropriately framing the Ventra value for our clients.
• Effectively coach, monitor and assist Client Relations Manager(s) and/or Practice Manager(s) in managing assigned clients to exceed expectations.
• Partner with Ventra Health Implementation team and Vice President, Client Success on the successful implementation of new Ventra Health clients.
• Implement or oversee the implementation of new Ventra Health client programs and initiatives to ensure the successful launch of such.
• Build constructive relationships with all levels of staff including Client Success and Operations to develop a strong, unified team.
• Ensure all client concerns and issues regarding clinical, operational and management services functions are resolved in a timely manner.
• Assist Vice President, Client Success in identifying relevant market trends and shifting client needs.

Education and Experience Requirements:

• Bachelors in business, Healthcare Management, or related field and 3+ years in revenue cycle management preferred
• Proven success in building and maintaining successful client relations 
• Strong analytical skills with demonstrated ability to analyze data to construct a comprehensive synopsis of client’s business and narrate client KPIs (e.g., AR days, denials, and reimbursement rates)
• Revenue Cycle experience preferred
• Ability to handle multiple priorities and meet deadlines, and a bias toward action
• Effective written and oral communication skills
• Demonstrates attention to detail in responding to client communications, reporting, and completing tasks
• Ability to work with appropriate teammates to make decisions in a timely fashion that are sound, accurate and supported by data
• Must be able to motivate a team of employees
• Knowledge of Cognos or other analytical reporting capabilities a plus
• Ability to interact with all types of people. The Director of Client Success must be able to get along with co-workers, clients, physicians, vendors, hospital administrators, senior level management and other parties that do business with our clients.  This position requires the ability to respond politely and professionally to all individuals and work well as a team player.

Travel

• The Director of Client Success will be expected to visit clients as required or requested by client. Travel is domestically up to 50% of the time or as the job requires.