New Client Services Manager (Healthcare)

Job Description

Job Description

Job description:

At Accountable we believe in delivering exceptional service both internally and externally to clients. We leverage technology to automate processes and ease our administrative burdens, so we can invest more time collaborating and building relationships. The bottom line: when clients entrust Accountable, we manage responsibilities with diligence, urgency, and accuracy as well as with compassion.

Our strength is in our commitment to teamwork. We are committed to creating a cooperative environment where all members of the team are respected and valued and where we all work together to deliver quality services.

The Accountable Advisors Family of Companies, a growing physician consulting and medical billing entity, is in search of a full-time New Client Services Manager.

POSITION PURPOSE

The New Client Services Manager is responsible for managing every aspect of the implementation process for new clients and overseeing the team assigned to support the client during the initial three-month onboarding period. The individual in this position is also responsible for managing the credentialing department and ensuring that credentialing timelines are optimized and credentialing activities are carried out in compliance with best practices and regulatory guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manages the credentialing team to ensure that productivity targets and deadlines are met to avoid payment delays for new and established clients that utilize the service. Provides oversight to ensure activities are well-documented and promptly escalates client-side delays to accelerate the timeline for credentialing work.

2. Can manage multiple new client implementation projects simultaneously, meeting with each client at least once weekly until the account is transitioned to the permanent operations team three months after going live.

3. Attends meetings with the Director of Business Development to gather and analyze background information on prospective clients and support the sales process.

4. Works with the client, external software vendors, and internal stakeholders to develop a detailed project plan, identify project risks, establish the target date for going live and major milestones, and define which individuals are accountable for each task. Meets weekly with the project team to ensure deadlines are met and adjust schedules if warranted by the circumstances that arise during the implementation.

5. Documents progress and identifies risks in the Teamwork project management template to ensure that all stakeholders are fully apprised of the progress on the implementation.

6. Collaborates with the Human Resources manager and Director of Revenue Cycle Operations to establish the staffing plan for the account and hire the new personnel required to fulfill the plan.

7. Gathers the necessary information and completes all system enrollments and configurations, including:

a. Practice management software (users, fee schedules, CPT and ICD-10 codes, adjustment codes, etc.) Reviews the existing documentation and implements improvements for conversion clients with no system change.

b. Remote charge capture software

c. Clearinghouse

d. EFT Enrollments

e. Patient Statements

f. Online Bill Payment

8. Coordinates staff training on the client’s practice management software and participates in the training to gain a clear understanding of workflow, enabling the identification and correction of gaps before going live.

9. Processes test claims and resolves configuration errors before going live. After going live, validates that claims are paid at the correct contracted rates.

10. Collaborates with the Business Intelligence Manager to establish the plan for analytics and provide input on developing the Power BI dashboards if applicable.

11. After going live, continuously reviews data and performance metrics to identify training needs, identify and correct performance issues with internal and client staff, and optimize system configurations to establish efficient workflow.

12. Conducts weekly account management meetings that produce measurable improvement in results, escalating issues as necessary to the medical practice owner or internal senior management team.

13. Provides supervision of the Revenue Cycle Managers assigned to the account until it is transitioned to the permanent operations team.

14. Plans and executes an effective hand off of the account to the permanent operations team by maintaining regular communication with the Director of Revenue Cycle Operations and other members of management before the transition date.

15. Assures compliance with company policies, federal payer regulatory requirements, and industry best practices.

16. Effectively retains personnel by adhering to the company’s core values, fostering teamwork, and providing opportunities for staff to develop new skills.

17. Models behavior at work that is consistent with the company’s code of conduct and promotes an atmosphere of kindness, professionalism, and respect.

ADDITIONAL DUTIES

This position description is not designed to cover every type of activity or work that may be required in this position. Duties and responsibilities may change, or new ones may be assigned to the employee at any time based on the company's needs.

PREFERRED QUALIFICATIONS

Personal Attributes

• Excellent verbal, written, and presentation skills.
• Strong analytical skills while also having a process orientation.
• High emotional intelligence and consultative approach to fostering improvement in healthcare providers and the personnel employed by the company's clients.

Knowledge and Experience

• A minimum of five years of revenue cycle management experience in a non-hospital RCM company, outpatient physician group setting, or ASC facility with a track record of progressive increases in responsibility.
• Minimum of two years of project management experience with demonstrated history of managing new client implementations and/or practice management software conversions.
• Experience managing teams of four or more people.
• In-depth knowledge of payer enrollment processes and provider credentialing.

Educational Requirements

• Bachelor’s degree in finance, health administration, business administration, or a related field.
• Certified Project Manager (PMP) strongly preferred.