Manager Client Management
Job Code : 201939Cranbury |NJ Permanent
The overall responsibilities for this job are to ensure client satisfaction and retention on current accounts, to help grow existing accounts by identifying opportunities for enhancing services offered and to contribute to the high level of quality of HGS delivery of our services.
Typically Reports To: Director, Client Services
Typical Reports: None
PRINCIPAL DUTIES AND RESPONSIBILITIES:
§ Drives client satisfaction and retention through problem resolution and proper management of client requests and internal priorities.
§ Monitors both quantitative and qualitative operational performance indicators and proactively identifies ways to enhance program performance.
§ Coordinates with client managers concerning operational issues and provides feedback / education to the HGS operations team assigned to the work.
§ Provides weekly and “as needed” reports to client teams on various operational and project management areas.
§ Analyses project information and provide insights to enhance performance and improve client processes.
§ Coordinates with HGS Operations Managers to ensure operations teams meet client deliverables
§ Works with Operations team to ensure that project deliverables are in line with client requirements, both in terms of quality and timeliness.
§ Develops new processes and process documentation with the client and communicates the new processes to the HGS operations team.
§ Identifies areas of improvement, opportunities for automation and efficiencies, on an ongoing basis.
§ Performs onsite tasks that cannot be accomplished remotely.
§ Reviews operating statistics regularly to ensure client and HGS goals are being met in areas of productivity, quality and utilization.
§ Provides support to project leadership on all areas of work, as needed.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:
* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.
MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills)
§ Bachelor’s Degree, or its equivalent, in a business-related curriculum preferred but not essential
§ Industry certification (CRCR, CHFP, coding certification) preferred
§ 3 years of management experience, 2-3 years in client services, 5 recent years in hospital or ancillary health care industry
§ Working knowledge of healthcare revenue cycle terminology preferred
§ Strong working knowledge of software for word processing, spreadsheet, presentations etc., as well as with patient accounting software (Epic, Meditech, etc.)
§ Demonstrated ability to interact with all levels of the organization
§ Demonstrated effective oral and written communication skills.
Uses Sound Judgment & Makes Decisions Wisely
Asks probing questions to better understand other external points of view. Develops sound recommendations to achieve progress on major accounts/projects. Recognizes limits in resolving complex issues and involves appropriate personnel as necessary.
Questions the way a process is done and suggest changes. Leads efforts to achieve long term goals. Empowers and supports others to produce needed results that lead to the growth of the business and personal development.
Shares in-depth knowledge about the organization to expand team understanding of relevant issues. Leads cross-functional teams. Participates in external collaborative efforts and arrangements.
Conveys information to a variety of audiences, modifying content as appropriate. Listens to others and facilitates the sharing of information. Acts as a leader during internal and external meetings.
Encourages differences as a way to enhance group productivity. Promotes equal treatment among team members.
Drives Customer Focus
Anticipates, understands and exceeds the needs of our customers. Drives the development or enhancement of product/services, based on customer needs. Leads and encourages team to build customer relationships. Seeks feedback from our customers.
HGS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.