[Hiring] Director - Client Partner - Ophthalmology @Knack BPO LLC

Role Description

We are seeking an experienced Director – Client Partner (Ophthalmology) to serve as a strategic partner to our ophthalmology and eye-care clients. This is a true Client Partner role, requiring a strong combination of ophthalmology domain expertise, healthcare RCM knowledge, executive-level client management, operational understanding, and commercial acumen.

The ideal candidate will act as the critical link between the client and internal Operations, proactively identifying opportunities to improve revenue performance, enhance service delivery, mitigate risks, and expand the client relationship. The individual should be equally comfortable discussing ophthalmology workflows and reimbursement challenges with a client executive, reviewing RCM KPIs with Operations, and identifying opportunities for account growth and transformation.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, Finance, or a related field; advanced degree is a plus.
• 10+ years of experience in healthcare RCM, client management, healthcare outsourcing, or related services.
• Significant experience supporting ophthalmology, optometry, eye-care, or closely related specialty practices.
• Demonstrated experience managing strategic or enterprise healthcare client relationships.
• Strong understanding of end-to-end healthcare RCM operations.
• Proven experience leading MBRs/QBRs and executive-level client governance.
• Demonstrated ability to identify and drive account growth, cross-sell, upsell, or scope expansion.
• Strong understanding of RCM financial and operational KPIs.
• Experience supporting transitions, implementations, and new business opportunities.
• Working knowledge of SOWs, SLAs, pricing, staffing models, and account-level financial performance.
• Strong executive communication, presentation, negotiation, and relationship-management skills.

Requirements

• Apply strong knowledge of ophthalmology, optometry, and eye-care practice workflows to client discussions and RCM strategy.
• Understand specialty-specific billing and reimbursement considerations across professional and facility-based services.
• Demonstrate familiarity with ophthalmology procedures, diagnostic testing, surgical services, injections/drug billing, modifiers, global periods, medical necessity, and payer-specific requirements.
• Maintain strong end-to-end understanding of the healthcare revenue cycle, including eligibility and benefits verification, authorization and referrals, coding and charge capture, claims submission, denial management, A/R management, payment posting, and patient and insurance collections.
• Monitor and interpret key RCM metrics, including A/R, aging, denial rates, clean claim rates, collections, productivity, quality, turnaround time, and other account KPIs.
• Identify opportunities to expand existing client relationships and grow account revenue.
• Support proposals, solution discussions, scope expansions, and commercial negotiations.
• Proactively identify opportunities for workflow redesign, automation, analytics, and AI-enabled solutions.
• Support new client implementations, transitions, migrations, and scope expansions.
• Identify early warning signals related to A/R, denials, quality, staffing, productivity, compliance, financial performance, or client satisfaction.

Benefits

• Promote a culture of accountability, transparency, and continuous improvement.

Company Description

Success in this role will be measured not only by operational performance but by the ability to build and grow strategic client relationships. The successful Client Partner will:

• Establish credibility as a trusted advisor to ophthalmology clients.
• Improve client satisfaction, retention, and overall relationship health.
• Drive measurable improvements in RCM performance and financial outcomes.
• Identify and convert opportunities for account expansion and incremental revenue.
• Anticipate risks and resolve issues before they become escalations.
• Successfully support transitions, new business, and scope expansions.
• Bring forward innovative opportunities involving automation, analytics, and AI.
• Create a strong partnership between the client, Operations, and internal support functions.