Client Operations Manager

About the Role

Under the direction of the Director of Client Operations and the general instruction of the primary Facility Contact at various facilities, the Client Operations Manager is responsible for the efficient operation of assigned accounts. This position assists in training, staffing, and providing coverage at various sites. On-site attendance at accounts is required; this is not a remote position.

Responsibilities

• Responsible for meeting facility revenue goals on a consistent basis
• Answers day-to-day questions posed by clients and Release of Information Specialists (ROIS)
• Identifies and recommends opportunities to increase productivity
• Complies with all release of information related functions, as stipulated by service agreement
• Prepares weekly dashboard and month-end Operational performance reports
• Monitors productivity and quality to ensure high customer service satisfaction
• Assists the Director of Client Operations in the training and evaluation of ROIS staff, both onsite and remote
• Assists in selecting, interviewing, hiring, training, and terminating employees
• Participates in counseling sessions of site personnel and makes disciplinary or termination recommendations when necessary
• Manages scheduling of onsite staff, including time off requests and payroll approval
• Distributes work to local site personnel and assists remote supervisors with coordination of workflow; provides physical coverage at various sites when workload dictates
• Maintains confidentiality by keeping all information seen and heard in the facility secure
• Provides input into the review and revision of site procedures
• Performs quality reviews and site evaluations as required by clients
• Reviews release of information requests for validity according to applicable state or federal statutes; returns inappropriate authorizations and requests to the requester
• Looks up medical record numbers, fills out guides, and pulls medical records when appropriate
• Reviews requests to determine which encounters are being requested
• Scans and/or captures electronically the medical record and chooses the appropriate information to be duplicated
• Captures the appropriate pages for the requested records when appropriate
• Re-assembles charts (if paper) for re-filing
• Logs information being sent to the requester either manually or using company software in accordance with facility procedure
• Documents the release of information in the patient medical record or other means determined by the facility
• Calculates billing and prepares invoices as needed
• Certifies medical records copies when appropriate
• Attends all mandatory meetings and/or training sessions
• Ensures supplies are available at designated facility
• Submits company-related travel expense reports and original receipts to manager in a timely fashion
• Develops and maintains strong, professional relationships/partnerships with the Client management team
• Runs reports and analyzes content to appropriately manage operations
• Complies with and provides guidance on Company Policies as identified in the Company Handbook
• Performs other appropriate duties as assigned to meet the needs of the department and the company

Requirements

• Bachelor’s Degree
• Prior supervisory experience preferred
• Valid driver’s license and a history of safe driving
• Ability to communicate effectively with clients, staff members, and management
• Experience with medical records or healthcare beneficial
• Knowledge of HIPAA privacy information standards required
• Medical terminology coursework preferred
• RHIT certification or the ability to take and pass an ROI Certification course with a score of 85% or higher within 90 days is required
• Ability to travel to various assigned accounts
• Ability to report to work consistently with minimal unplanned schedule deviations