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Healthcare Client Services Manager
4 months ago
Role Overview:
The Client Services Manager oversees, directs, and manages Client Services Specialists working with Hospital and Health System clients and their respective departments to ensure superior service, client satisfaction and optimum performance and results. The Client Services Manager assumes direct responsibility for a specific territory and service lines within a business development region. The Client Services Manager develops and maintains senior level relationships with Hospital and Health System decision makers in administrative service departments and coordinates initiatives with all appropriate operational and business development functions to meet or exceed client requirements and expectations.
Role Responsibilities:
Actively builds influential relationships at the hospital operating and senior management levels Assumes leadership responsibility for the Client Service Specialists to manage relationships with the account and patient service representatives relating to day-to-day operations and service requirements Answers client questions and addresses concerns; is acknowledged as the Client Service “go to” person Maintains an awareness and perspective regarding the level of success in meeting performance goals and exceeding client expectations In conjunction with the Client Service Specialists and Patient Service Representatives initiates and conducts or regularly participates in client meetings to identify the root cause and resolution of issues, concerns and /or requests Provides service and educational updates and engages in client objective-setting for ensuring service quality, performance and results Collaborates with the Client Service Specialists interacting with client staff at all facilities Provides and reviews performance reports with client management and staff Oversees invoice and payment issues Works with the Client Service Specialists and Hospital Management to evaluate potential service advancement and additional reimbursement opportunities Coordinates the introduction of new business development representatives to prospect and propose additional services including cross selling opportunities Understands market dynamics (legislative changes, technology developments, competition) and their impact on Hospital and Health System clients Works with the Client Service Specialists and leadership to identify and introduce new solutions, products, and services to clients Oversees client contracts with the objective to renew and/or increase business through the expansion of current services or the introduction of new services Leads implementation teams and processing leaders to operationally implement new services for new and existing clients Works with new business development and service line leadership in developing sales approaches and pricing strategies for new and existing services & solutions Oversee and coordinate cross service line training for the Client Service Specialists Coordinates technical and process training with appropriate operations and human resource functions Understands and agrees to role-specific information security access and responsibilities Ensures safety and confidentiality of data and systems by adhering to the organizations information security policies Reads, understands, and agrees to security policies and complete all annual security and compliance trainingRole Requirements:
3-5 years substantial customer service or client service leadership in a hospital or clinical environment Demonstrated ability to build a high-performing team through effective coaching, mentoring and development 2-5 years prior account or client representative experience High degree of healthcare, hospital, and health plan knowledge, experience, and expertise Strong communication skills, both written and verbal Proven ability to work efficiently and accurately in a fast-paced multi-tasking environment Strong aptitude to understand, utilize and improve technology platforms along with strong skills in MS Word, MS Excel and MS PowerPoint Willingness to transfer knowledge amongst team Highly motivated and self-directed with the ability to work independently or within a group to effectively solve problems and drive results Strong analytical skills with the ability to think strategically and continually improve the process Bachelor’s or Associate’s degree