[Hiring] Client Success Director @Aspirion

Role Description

The Client Success Director is responsible for the holistic relationship management of their assigned clients. The Director is expected to:

• Build relationships with their client's decision makers and influencers.
• Understand their business goals, objectives, and problems to collaborate with internal colleagues from Client Success, Sales, Operations, Implementation, Marketing, etc.
• Be accountable for client satisfaction, client outcomes, and value realization.
• Be measured on client retention, expansion, cross-sale referral generation, and other management business objectives (MBOs).

Key Responsibilities

• Build and manage ongoing professional relationships with clients and stakeholders.
• Ensure we maintain relationships at multiple levels within the client.
• Provide insights to help drive consistent account placements from assigned clients.
• Identify cross-selling opportunities for other Aspirion services and coordinate efforts with assigned sales executive.
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments.
• Communicate with clients to resolve escalated processing/protocol issues.
• Conduct performance reviews and executive business reviews with clients, onsite preferred.
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution.
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided.
• Provide regular updates to clients regarding Aspirion's contribution to their revenue and/or meeting the desired outcomes expected when they purchased Aspirion's services.
• Analyze trends and report on key performance indicators.
• Identify and assess client needs to exceed expectations.
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality.
• Maintain HIPAA certification and compliance.
• Collaborate with Operations to identify trends and provide strategic insights and recommendations for resolving system issues causing downstream payer issues.
• Ensure any account projects are being worked in a timely fashion (e.g. provider relations spreadsheets, billing projects, etc.).
• Create processes for obtaining information and resolving issues with clients.
• Perform all other duties as assigned to maintain company standards and client protocols.
• Perform other related duties as assigned.

Qualifications

• Strong attention to detail with ability to organize and manage multiple priorities and projects, work to tight timeframes, and achieve exceptional outcomes.
• Ability to multi-task in a fast-paced evolving work environment with fluctuating priorities and deadlines.
• Proven ability to use a consultative approach and persuasive communication with stakeholders.
• Ability to prioritize initiatives based on the evolving financial needs of the company, making consistently strategic recommendations to company leadership.
• Ability to work in and manage ambiguity, including dealing effectively with issues that do not always have a process, system, or solution in place.
• Demonstrate alignment to our company's values.
• Highly developed oral and written interpersonal, communication, negotiation, and conflict management skills and the ability to work effectively with other people.
• Self-starter with high initiative.

Requirements

• Bachelor's degree required.
• Minimum of 5 years working in a Client Success/Management role in the health care revenue cycle industry required.
• Technical skills using MS Office applications (Word, Excel, PowerPoint) required.
• Executive presence and presentation skills required.

Benefits

• Health
• Dental
• Vision
• Life insurance
• Matching 401k
• Paid Time Off
• Wellness Program
• Competitive Salaries
• Advancement Opportunities

Company Description

Aspirion has delivered market-leading revenue cycle services for over two decades, specializing in collecting challenging payments from third-party payers, focusing on complex denials, aged accounts receivables, motor vehicle accidents, workers’ compensation, Veterans Affairs, and out-of-state Medicaid.

We are committed to creating a results-oriented work environment that is both challenging and rewarding, fostering flexibility, and encouraging personal and professional growth.