Senior Director - Client Services

Summary/Objective

The Sr Director Client Partner is responsible for the overall management and growth of a defined Omega client portfolio which will include large strategic medical device and DME clients. Plan, direct and control all client management activities to ensure growth, stability, and long-term satisfaction. This is an external facing position.

• Provide overall management and growth of a defined Omega client portfolio. Revenue growth, improved profitability and CSAT are key KPIs.
• Ensure client growth plans are developed, implemented, and modified as needed.
• Ensure client stability and long-term retention.
• Ensure clients are completely satisfied with all aspects of Omega’s performance to facilitate further expansion of Omega services.
• Provide clients with knowledge and information to help them think about their business differently to gain market share and add new services.
• Establish clear expectations for ongoing client communications as well as ensuring monthly and/or quarterly performance calls and onsite meetings occur timely and are effective.
• Through collaboration with operations leaders and service lines, identify opportunities for expanded services and facilitate the administrative details including but not limited to pricing approvals, proposals, contracts, etc.
• Have an in-depth knowledge of client’s management and operating environment.
• Manage escalated client issues and challenges, involve appropriate senior management and operations personnel, and respond promptly with appropriate feedback. Must be able to work in a matrix reporting environment and serve as an influencer of other key service roles, including operations, service lines, solutioning, finance, legal, etc.
• Partner with operations leaders to monitor, analyze and report service trends and haps as well as to create performance improvement plans where necessary.
• Ensure proactive and effective client communication on Omega and industry matters that are pertinent to client. This requires inter-company discussions and focus group participation as applicable as well as an understanding of revenue cycle changes and the impact to providers.
• Ensure client contracts are properly administered, and billing issues are resolved in a timely manner.

• RCM experience and in-depth understanding of technologies, processes, and concepts required to maximize yields and collections for complex clients efficiently
• Demonstrate well-developed verbal and written communication skills.
• Demonstrated ability to work with and through others, strong leadership, analytical, financial, communication and problem-solving skills and the ability to act/decide accordingly.
• Exceptional customer service and the ability to plan, organize, and exercise sound judgement.
• Capable of creating management level action and remediation plans for clients as needed.
• Ability to develop an independent viewpoint and present a compelling business case to support recommendations.
• Exhibit strong drive for results and success; conveys a sense of urgency to achieve outcomes and exceed expectations; persists despite obstacles, setbacks and competing influences.
• Demonstrate self-motivated and self-directed skills.
• Possess strong time management and organizational skills
• Maintain courteous, professional and effective working relationships with employees at all levels of the organization.
• Ability to listen, collect, synthesize, and research complex or diverse information for proposing effective solutions.

None

This job operates in a remote home office environment. This role routinely uses standard office equipment such as computers and phones. Recommend use of a headset if not mandated by client. Must have high speed internet to support clear connections with patient call applications.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls;…