Client Service Executive - Remote

Primary Responsibilities

• Establish effective relationships with acute care client executives to understand their objectives, business drivers, and success measures.
• Responsible for relationships and Interaction with executives in roles that include Hospital Presidents, Chief Financial Officers, Care Coordinators, and Chief Medical Officers.
• Act as a client advocate when addressing and resolving client concerns with Optum operational owners in the following areas: Patient Registration, Health Information Management, Clinical Documentation Improvement and Patient Financial Services.
• Understand, monitor and report negative trends in client critical business metrics including, but not limited to: Point of Service Cash Collection, Pre Service Insurance Resolution Rate, Discharged Not Final Bill Quantities, Case Mix Index, CDI Query Response and Agreement Rate, Billing Edits/Backlogs, AR Aging, Cash Collection, Bad Debt, Credit Balances and Denial Rates.
• Maintain regular meeting cadence with hospital executives. Responsibilities include but are not limited to meeting schedule, attendee list (both client and Optum), preparation, execution and follow-up. Meetings include but are not limited to Monthly Revenue Cycle, Monthly Denials, Presidents Briefings, CFO Updates, Annual Service Area Updates and various governance steering committee meetings.
• Review, interpret, summarize and distribute routine reports to hospital executives including but not limited to Discharge Not Final Billed, AR Detail, Cash Analysis, Denial Trends, Payment Variance.
• Coordinate client change order process when Optum revenue cycle services are identified and not provided.
• Maintain focus and engagement with clients on semi-annual Client Satisfaction Survey, including Optum's Net Promoter Score (NPS).
• Understand payer dynamics and the challenges that exist with efficient resolution of Accounts Receivable (e.g., Initial Denials, Clinical Appeals).
• Leverage Optum resources (e.g., Facility Business Office Liaison, Revenue Cycle Optimization, Payer-Provider Collaboration Team) to meet client business challenges.
• Assist in managing clients to internal profitability goals.

Accountabilities

• Proactively managing and communicating current operational results and transformation projects status to hospital executives.
• Maintain regular meetings with hospital executives to review performance, client's business needs and Optum solutions.
• Monitor all revenue cycle operations through management report interpretation, summarize and distribution to hospital executives.
• Ensure high client satisfaction and improving NPS scores.
• Streamlining workflows and/or reduce internal expense.
• Coordinate with Optum Operations teams in preparing and executing detailed performance recovery plans for hospitals not meeting AR Day and/or Cash Collection goals.

Technical Knowledge

• Understanding and communicating account receivable measurements including trends and impacts.
• Microsoft applications including Word, Excel, PowerPoint, Teams, Sharepoint, and OneNote.
• Hospital Information Systems that support revenue cycle operations such as (MS4, INVISION, Cerner, CAC, SSI, CA, EFR).

Other Skills / Experience

• Excellent influence, collaboration and listening skills.
• Highly self- motivated and self-directed individual with solid negotiation and problem-solving skills.
• Ability to work with peers group to manage through conflict resolution.
• Excellent analytical skills coupled with the ability to create client value.
• Ability to effectively operate and deliver results in a matrix operations structure.
• Manage complex client situations with minimal supervision/management.
• Expertise in developing client relationships especially within the C suite.

Required Qualifications

• 10+ Operational expertise in revenue cycle acute care hospital departments including Patient Access, Health Information Management, Clinical Document Improvement and Patient Financial Services (billing, collection, cash posting, account follow-up and reconciliation).
• 10+ years of familiarity with Hospital Information Management systems including Patient Registration, Patient Management (clinical), Hospital Information Management, Clinical Documentation Improvement, Patient Accounting.
• 5+ years working with senior level C suite executives in the hospital/provider space.