Job Title: Client Services Manager (CSM)
Department: Client Services
Work Location: Brecksville, OH
Reports To: Vice President of Client Services
The Client Services Manager (CSM) plays a critical role in ensuring the success of MedData’s relationship with its clients by working closely with the Client Services Directors and other departments within the organization to meet or exceed the client’s expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.Participate in client meetings to report on coding, billing and accounts receivable issues, as requested
2.Oversees the workflow for assigned clients and provides feedback and recommendations to the Client Services Director regarding client matters such as chart flow, documentation, coding, denials, billing & accounts receivable, etc.
3.Promptly informs the Management team and Client Services Director of any matters that may cause a disruption to the client(s)
4.Provide direction regarding processes & procedures as they relate to the Client. Recommend improvements that will provide improved business processes. Prepare necessary procedural and policy documentation and distribute accordingly.
5. Work with other Departments (i.e. Coding, Refunds, IT, etc.) to minimize and/or resolve ongoing procedural problems affecting our Client satisfaction/quality standards
6.Monitors the overall performance of clients and assures client receipts and goals are being met by:
- Monitoring accounts receivable management for assigned clients
- Monitoring the process of timely and accurate credit balance resolution (including refunds)
- Monitoring the timeliness and accuracy of the weekly documentation feedback reports
- Analyzing overviews, web reports, client financial reports and other readily available resources
7.Think creatively and strategically as part of the management team to move MDI toward a more customer-service oriented culture.
8.Participates in sales meetings with potential client’s, as requested
9.Participate in the new client start-up process, as requested
10.Participates in monthly, quarterly, and/or annual reviews with clients
11.Assists in the completion of the monthly reporting package for assigned clients
12.Maintains the confidentiality of information.
13.Assures work area and team members work areas meet the requirements of Med-Data's policies and is consistent with Federal and state patient privacy regulations such as the Heath Insurance Portability and Accountability Act of 1996 (HIPAA).
14.Complies with MedData’s safety policies and procedures.
15.Other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS
1.Minimum of 5 years experience in account management, customer service, and/or customer relationship management, preferably in the healthcare industry.
2.History of successful management of multiple accounts/relationships.
3.Comprehensive knowledge of computerized billing process, third party billing requirements and reimbursement methodologies.
4.CPT and ICD-9 coding experience, preferred.
5.Strong analytical and problem solving skills; ability to resolve problems which benefit the company and the customer.
6.Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels.
7.Ability to effectively communicate both in writing and verbally.
8.Demonstrated PC skills, i.e. proficient with MS Office products including Word, Excel, Power Point and Outlook.
9.Excellent organizational, planning, and prioritization skills.
10.Some travel may be required (depending on the client needs)