Client Services Vice President

2 weeks ago

Lafayette, United States SCP Health Full time
Description

At SCP Health, what you do matters

As part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care.

Why you will love working here:
  • Strong track record of providing excellent work/life balance
  • Comprehensive benefits package and competitive compensation
  • Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.

What you'll be doing:

The Client Services Vice President (CSVP) has direct responsibility for meeting and exceeding client expectations on behalf of SCP Health. The CSVP will be the primary point of contact for all SCP Health programs that service the client, ensuring that we meet the clinical and operational needs of the client. Achieve outcomes that consistently and favorably impact the client experience, while meeting service, quality, financial management goals and objectives.

Clinical Services Management
  • Work in collaboration with assigned facility's Medical Director (both Emergency Medicine and Hospital Medicine) to deliver positive clinical operations outcomes which includes but not limited to LWOTs, Door to Provider Time, Admitted LOS, etc.
  • Facilitate Operational Assessments to identify opportunities for improvements and establish action plans.
  • Facilitate alignment of EM/HM/ICU programs to achieve shared goals.
  • Accountable for resolution of patient complaints and address patient complaints that come directly to the CSVP.
  • Responsible for patient satisfaction in coordination with each assigned facility's Medical Director
  • Provide guidance to client regarding nurse staffing, triage, patient flow, through put times, fast tracks and any other types of alternatives to acute care areas.
  • Identify needs and collaborate with EM/HM/CC Medical Leadership, Client Administrative Teams, Quality, Clinical Documentation Improvement Specialist (CDIS), Risk Management, Education and Hospital Medicine Partners (VPCO of HM, HPM and HPS).
  • Develop and maintain systems to monitor and comply with client efficiency/performance indicators/goals (Quality, Patient Experience, Throughput metrics, Documentation).
  • Assist clients with compliance with current Standards and Competency issues, JCAHO/DNV assessment and preparation and Policy/Procedure development and reviews.
  • Maintain moderate to high level of knowledge regarding Clinical Quality (MIPS, Sepsis, Throughput measures).
  • Maintain moderate to high level of knowledge regarding Compliance Standards (EMTALA Rules and Regulations, Stark Law).
  • Maintain functional knowledge of IM Bills and collaborate with EMBCC for billing concerns.
  • Maintain moderate to high level of knowledge regarding Emergency Medicine and Hospital Medicine standards of care.
  • Maintain moderate to high level of functional knowledge regarding Emergency Medicine and Hospital Medicine Practice.
  • Support implementation of new services including, but not limited to tele-triage or tele-nocturnist programs.

Business Relationship Management
  • Work in collaboration with EM, HM, and Critical Care Medical Directors to execute facility commitments in order to deliver world class service that exceeds client and patient expectations.
  • Develop and maintain highly effective partnership with all clients, providers, and nursing staff in order to meet the goals of our business partners.
  • In conjunction with the Group Medical Officer (GMO) and Group Operating Office (GOO), accountable for practice management, development, growth and sustainability of the facilities assigned.
  • Oversight and accountability for facility performance and meeting SCP established Corporate and Operational Goals.
  • Maintain awareness of the facility's financial performance and consult on financial performance, accounts receivable (past dues), client invoicing management, managed care non-par/par status, usual and customary rate protections, facility budget and provider market rate assessment.
  • Attention to and participation in Hospital process improvement initiatives among facility assignment and in support of colleagues.
  • Establishment of shared goals with clinicians and Hospital client representatives.
  • Proactive in all problem avoidance initiatives.
  • Participate in special events involving our clients.
  • Attention to and cooperation with client and SCP process improvement initiatives.
  • Maintain moderate to high level of knowledge regarding scribe efficiency and return on investment.
  • Maintain functional knowledge of financial models of engagement, value-based purchasing impact on performance, managed care contracting strategy, fee schedule status and related concepts, UCR protections, managed care non-par or par status implications, SCP facility contracting standards and practices, Medicaid expansion, healthcare exchanges, primary care parity and medical malpractice limits.
  • Facilitate the establishment and execution on client action plans.
  • Provide reports to clients and providers.
  • Coordinate FOR/MOR/QBRs with GMO, GOO and Regional NP/PA Director.

Provider Engagement and Staffing
  • Participate in provider interviews as requested.
  • Accountable for fostering a positive provider experience which influences provider engagement and retention within the designated territory in collaboration with Medical Director, GMO, GOO, Regional NPPA Director, Lead APP, and Directors of Recruiting, Scheduling and Credentialing.
  • Provide RSC direction and collaboration with GMO, GOO, and Staffing Ops to ensure appropriate staffing of assigned facilities within territory.
  • Accountable for provider satisfaction in conjunction with Medical Director and SCP Leadership.
  • Ensure compliance with facility and SCP orientation processes.
  • Assist with SCP, facility orientation and training of new Medical Directors.
  • Assist Medical Directors in orienting their physicians to SCP, the practice and any other Medical Director functions to include development of Orientation Manuals and Introduction Flyers for new providers.
  • Maintain moderate to high level of knowledge of provider payroll processes, provider status types, HR workplace regulations.
  • Maintain functional knowledge of legal and regulatory issues governing w2 labor and use of social media for recruiting.
  • Provide input for Dynamic Scheduling.
  • Provider coaching.

Billing and Coding
  • Work in collaboration with CDIS and Medical Director (both EM and HM) to ensure provider documentation compliance.
  • Maintain contact with SCP Billing/EMBCC management representatives.
  • Maintain functional level of knowledge of patient billing and collection process, coding, ADT fees, Hospital quality-based payment initiatives and hospital payment methodologies.

Who/What we are looking for:
  • You have 5 years of applicable experience; Registered Nurse or NP-preferred
  • You have a Bachelor's degree; Nursing field of study preferred
  • Excellent verbal and written communication skills.
  • Must be able to set priorities and demonstrate sound judgment in handling problems.
  • Must be extremely organized and demonstrate exceptional time management skills.
  • Intermediate skills with Microsoft Office
  • Knowledge of hospital operations
  • Knowledge of key quality metrics for clinicians and hospitals
  • Knowledge of patient experience initiatives
  • Knowledge of concepts as identified under responsibilities in this job description excluding SCP specific programs (training will be provided)

To learn more about SCP Health, please visit:

www.scp-health.com

Join our social circle:
  • Check out our LinkedIn Page
  • Like us on Facebook
  • Follow us on Twitter

SCP Health is an Equal Opportunity Employer.

INDJV

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