[Hiring] Client Success Manager @Ventra Health, Inc.

Role Description

The Manager, Client Success is a liaison between Ventra Health and clients in terms of communication and information exchange; manage all aspects of the clients’ account to maximize collections, provide contracted management services, where applicable, and minimize problems. Works directly with a variety of stakeholders, including patients, doctors, owners, practice managers, administrators, and more to resolve escalated issues.

• Conducts face-to-face meetings with clients to review performance and ensure satisfaction (in accordance with cadence and client success standards).
• Serves as the clients’ primary point of contact, collaborating with the internal team on issues for resolution, as needed, for timely follow-up communication with clients.
• Facilitates external and internal meetings as required, including compiling and taking minutes, maintaining other Client Success required documentation (Project Action Item Log, etc.).
• Reviews data at required frequency as defined by Client Success standards to monitor and escalate all steps in the operational workflow process are completed timely for clients as needed.
• Prepares and/or reviews reports and ad-hocs for internal and external purposes.
• Analyzes and monitors Client Success Metrics and presents client specific reports and utilizes the client issue escalation matrix internally as appropriate to resolve all client concerns.
• Makes recommendations following appropriate channels for process improvement based on data review.
• When Practice Administration services are utilized, collaborates with business management team (finance, HR, credentialing, and compliance).
• Monitors and/or manages client payor contract negotiations and/or renewals, in conjunction with Managed Care Team and/or assigned payor contracting resource, where applicable, in accordance with clients’ billing/management services agreement.
• Manages and/or monitors clients’ quality program and compliance training, as required by clients’ contract and in conjunction with Subject Matter Experts within the organization.
• Assists with new client implementation.
• Responsible for the oversight, mentorship, and growth of assigned Client Success colleagues, 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.

Qualifications

• High School Diploma or GED.
• Bachelor’s Degree in business, healthcare management, or related field preferred.
• At least three to five years (3-5) in healthcare, revenue cycle management, or related field.

Requirements

• 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.

Benefits

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
• This position is also eligible for a discretionary incentive bonus in accordance with company policies.