Job Summary:

The Director, Client Success is responsible for overseeing and ensuring that CSMs and maintaining and developing a strong and long-term relationship with clients. This role will also include overseeing that relative operational and business services departments are on track for their clients and monitor and assess CRM Performance and activity on assigned clients, escalating issues/concerns, as appropriate

Essential Job Functions:

• Monitor client performance and ensure Advocacy standards are met
• Utilize KPI tools and other analytics to manage and provide reporting and visibility on the performance and health of all internal and external clients
• Mentor Assigned Client Success Managers (CSMs) in managing assigned clients to meet expectations, and exceed when opportunities arise
• Establish and ensure client face-to-face meetings occur with CRM at a regular frequency
• Analyze client results proactively to identify revenue cycle and client services related issues and work collaboratively with the Operations, Business Services teams, and leadership to implement solutions; ensure client concerns are escalated and resolved in a timely manner
• Assist implementation team and CSM on new client/expansions implementations
• Compliance and adherence to applicable healthcare and security regulations and responsible for staff’s compliance and adherence
• Responsible for the oversight, mentorship, and growth of assigned CAS 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

Education and Experience Requirements:

• High School Diploma or GED
• Bachelor’s Degree in business, healthcare management, or related field preferred
• At least five years (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

Physical Demands:

• 40 hours per week
• Occasional Standing
• Occasional Walking
• Sitting for prolonged periods of time
• Pushing and pulling movements - rarely
• Occasional Reaching -rarely
• Bending, twisting, and stooping - rarely
• Frequent hand, finger movement
• Use equipment such as copy, fax, and postage
• Communicate verbally and in writing
• Lift and/ or move up to 15 - 20 pounds
• Extensive use of computer keyboard and viewing of computer screen
• Specific vision abilities required by this job include close vision

Equal Employment Opportunity (Applicable only in the US)

Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.

Recruitment Agencies:

Ventra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.

Solicitation of Payment:

Ventra Health does not solicit payment from our applicants and candidates for consideration or placement.

Attention Candidates

Please be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters.

To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at Careers@VentraHealth.com to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/

Job Code: ADVRCM