Vice President Client Services

Job Summary

The Vice President of Client Services will oversee multiple client engagement accounts, guiding them from inception through development, implementation, pricing strategies, and maintaining continuity throughout their relationship. The role involves understanding the entire scope of revenue cycle operations and serving as a liaison between functional and technical team members (onshore and offshore) and client management. The individual must also be familiar with the healthcare industry, its competitive landscape, and have a strong customer orientation.

Duties/Responsibilities

• Develop and implement national operational strategy for multiple clients.
• Collaborate with internal operations leadership, business development, and account management to assess client needs.
• Guide Business Development, Finance, and Services Delivery as a subject matter expert in setting realistic expectations about implementation challenges and timelines.
• Provide rigorous management of the implementation process with a clear focus on achieving all milestones in the implementation plan.
• Provide detailed assessments of RCM processes with a focus on positive outcomes through process improvement, training, and cost savings.
• Focus on incremental growth and new revenue acquisition from existing enterprise customers.
• Achieve assigned annual growth targets across the client portfolio, including upsell, cross-sell, and contract expansion goals.
• Communicate project status and findings regularly with internal and client leadership.
• Ensure optimal performance outcomes by working closely with both onshore and offshore leadership and operational teams.
• Establish and conduct regular business meetings with the client and internal operational stakeholders.
• Maintain continuity in the engagement by ensuring high client satisfaction and exceptional results on the Customer Satisfaction Survey.
• Monitor realization of revenue by fostering cooperation among various divisions of Access Healthcare for assigned clients.

Required Skills/Abilities

• Excellent client relationship and business process management/improvement skills.
• Leadership qualities with analytical and critical thinking skills.
• Proven analytical and root cause analysis capabilities.
• Proven leadership skills.
• Attention to detail and accuracy.
• Excellent writing, communication skills, and strong interpersonal skills.
• Ability to organize and prioritize multiple projects, activities, and deadlines.
• Self-motivation and ability to work autonomously.
• Ability to create and develop relationships at all levels.
• Productivity in a fast-paced environment and high-pressure work environment.

Education and Experience

• Bachelor's degree in related discipline or equivalent experience required.
• Minimum of 7-10 years of revenue cycle management in a BPO and operational processes in a leadership role, preferably in a hospital or large group practice setting.
• Prefer, but not required, participation in revenue cycle operational platform groups such as HFMA or AAHAM or other recognized professional associations.
• Prefer Athena platform knowledge.