Executive Director of Client Services (Northwestern Region)

Elevate Patient Financial Solutions has an exciting career opportunity available as an Executive Director of Client Services.

This position will be a remote based role with the requirement to live in the Northwestern region of the country for travel and client management purposes.

This position will be a remote based role with travel required.

Job Summary

The Executive Director of Client Services is responsible for managing the client relationships on behalf of Elevate Patient Financial Solutions. They understand the client’s requirements and needs, and they proactively monitor client results on a daily, weekly, and monthly basis. The Executive Director of Client Services analyzes data, advises on, and recommends solutions to ensure client satisfaction as well as handle daily inquiries or communications with the client or internal support functions. They work to deepen and expand client relationships to ensure that we are proactively aware of concerns and rectify those problems speedily, as circumstances allow. They also coordinate tightly with the Sales team to both uncover new opportunities as well as closing on existing ones.

Position Overview

The Executive Director of Client Services is responsible for managing the client relationships on behalf of Elevate. They understand the client’s requirements and needs and they proactively monitor client results on a daily, weekly and monthly basis. The Executive Director of Client Services analyzes data and advises on and recommends solutions to ensure client satisfaction as well as handle daily inquiries or communications with the client or internal support functions. They work to deepen and expand client relationships to ensure that we are proactively aware of concerns and rectify those problems speedily, as circumstances allow. They also coordinate tightly with the Sales team to both uncover new opportunities as well as closing on existing ones.

Essential Duties And Responsibilities

• Client Expectations
• Monitors client results weekly/monthly and communicates the results to the client as well as provide analysis and recommendations for the overall performance
• Identifies opportunities for maximizing client revenues and client satisfaction as well as solutions to client problem areas or needs
• Ensures communication is provided to clients about laws, regulations, and Elevate policies and procedures
• Oversee minimum service expectations management and ensure that they are being met for relevant clients
• Client Relationship
• Establishes and maintains positive working relationships with the clients and their management teams
• Maintains healthcare industry, compliance, and HIPAA requirements and coding and billing standard knowledge when presenting to the client
• Communicate performance or service highlights/success stories on a weekly basis
• Track events like anniversaries, birthdays and make sure that we proactively recognize them with client
• Operational Support
• Ensure that pending client items are addressed and getting resolution
• Help client understand, when appropriate, SOW or contractual limitations of projects. IE – assist in the prevention of scope creep
• Identify pricing challenges and drive the process both internally and with the client to address accordingly
• Generally – add value to client relationships such that Operations is able to focus more intently on operational needs
• Internal Management
• Assist Finance in the timely collection of invoices by escalating to the client when needed
• Produces management reporting to track client satisfaction levels, and to pro-actively advise management on key issues or deteriorating client perception
• In partnership with operations and other internal resources, assesses the status of client accounts, identifies problem areas and through regular contact with the client, communicates the Operations’ effort to address those areas
• Documents client communications and meeting results in Salesforce
• Oversee Action Plan responsibilities to ensure they are being effectively acted on
• Review reports to notify Operations of any internally identified problematic trends so that they can be proactively addressed
• Ensure risk levels (Monday.com/Salesforce) are accurate
• Ensure that client contacts are up to date and accurate
• Client Meeting Management
• Manages all meeting agendas and meeting output, providing output to all participating attendees
• Meeting management
• Meeting scheduling
• Establishes meeting cadence with clients (weekly, monthly, etc.)
• Agenda creation
• Lead and attend calls as needed
• Whenever possible, ECSD should be able to present on material such that Operations’ attendance is not necessary
• Examples of exceptions would be situations where client is unsatisfied, we have an Action Plan in place, or the call delves into detailed account level analysis
• Provide meeting minutes with action items to attendees as appropriate
• Be prepared to share highlights/areas of achievement
• Assists in the preparation of Year in Review meeting materials
• Sales and Contract Management
• Assists with contract negotiations for client contract renewal and other sales opportunities
• Assists with the implementation process for all assigned clients and facilitates all internal and external implementation meetings utilizing all support resources effectively
• Partners with the Sales Team; participates in the sales efforts and commitments as requested, reviews contracts and projections, assuring a smooth handoff from sales to operations by overseeing client startup activities
• Other duties as assigned
  

Qualifications And Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities.

• Healthcare, Coding, and Billing Experience and Knowledge preferred
• 3 – 4 years’ previous client relations experience preferred
• Excellent presentation and facilitation skills
• Strong communication skills and ability to work within a matrix organization
• Ability to work independently and make sound and timely decisions is a must
• Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels
• Ability to effectively communicate both in writing and verbally with colleagues, patients, public, and client’s staff members
• Demonstrated PC skills, i.e. proficient with MS Office products including Word, Excel, Power Point and Outlook
• Ability to adapt to change, interruptions, and distractions
• Ability to multi-task; excellent organizational, planning and prioritization skills required
• Strong analytical and problem solving skills
• Remote and Hybrid positions require a home internet connection that meets the company’s upload and download speed criteria.
  
  

Benefits

ElevatePFS believes in making a positive impact not only within our industry but also with our employees –the organization’s greatest asset! We take pride in offering comprehensive benefits in a vast array of plans that contribute to the present and future well-being of our employees and their families.

• Medical, Dental & Vision Insurance
• 401K (100% match for the first 3% & 50% match for the next 2%)
• 15 days of PTO
• 7 paid Holidays
• 2 Floating holidays
• 1 Elevate Day (floating holiday)
• Pet Insurance
• Employee referral bonus program
• Teamwork: We believe in teamwork and having fun together
• Career Growth: Gain great experience to promote to higher roles
  
  

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. This pay scale is not a promise of a particular wage.

The job description does not constitute an employment agreement between the employer and Employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

ElevatePFS is an Equal Opportunity Employer