Client Operations Director

Key Responsibilities

• Serve as the primary point of contact for assigned hospital clients.
• Build and maintain strong, long-term client relationships.
• Conduct regular client meetings to review performance metrics, address concerns, and identify opportunities for improvement.
• Respond promptly to client inquiries and resolve issues in a professional and timely manner.
• Manage the daily activities of Koders on their assigned teams.
• Ensure productivity and quality standards are maintained.

Operational Oversight

• Monitor coding productivity, accuracy, turnaround times, and service-level agreements (SLAs).
• Cook with coding managers and quality assurance teams to ensure client expectations are consistently met.
• Analyze operational reports and communicate trends, risks, and opportunities to internal leadership and clients.
• Support staffing forecasts and workload balancing to maintain service commitments.

Revenue Cycle and Coding Expertise

• Maintain working knowledge of ICD-10-CM, CPT, HCPCS, and medical terminology.
• Understand specialty-specific coding requirements and payer guidelines.
• Aid clients with coding-related questions and documentation improvement opportunities.
• Support denial management and coding-related appeals when necessary.
• Stay current on CMS regulations, coding updates, and compliance requirements.

Quality and Compliance

• Ensure coding activities comply with HIPAA, CMS regulations, payer requirements, and company policies.
• Review quality metrics and coordinate corrective action plans when performance issues arise.
• Partner with internal audit and quality teams to address findings and implement process improvements.
• Maintain confidentiality and security of protected health information (PHI).

Reporting and Performance Management

• Prepare and present monthly performance reports to clients and leadership.
• Track KPIs including coding accuracy, productivity, denial rates, turnaround times, and customer satisfaction.
• Identify opportunities to improve processes and enhance operational efficiency.
• Participate in strategic planning and continuous improvement initiatives.

Cross-Functional Collaboration

• Work closely with Koders, quality assurance teams, operations leadership, and revenue cycle personnel.
• Cook with training initiatives and communicate coding updates to clients and internal teams.
• Support business development efforts and expansion opportunities within existing accounts.