[Hiring] Manager, Client Success @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.

Essential Functions and Tasks

• 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; maintains 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.

Compensation

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.