Client Success Manager

PURPOSE AND SCOPE: The Client Success Manager is a vital part of the Revenue Cycle Management Enterprise team who partners with key stakeholders to provide operational insight to physician practice leadership, facilitating inter-departmental organizational decision making, and enabling resolution of issues that impact overall operational performance and financial results.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serves as the key point of contact and relationship manager for Revenue Cycle Management and Physician Practice partners, being responsible for managing all aspects of the business relationship with the customer.

• Monitors key performance indicators (KPIs). Analyzes prepares and delivers productivity and financial reports, recommending process improvements. 
• Regularly conducts client meetings to review accounts receivable performance, payer issues and KPI trends, client's business strategies, and cash flow forecast. Discussions and recommendations are expected to take into consideration internal operations, local and national issues, and trends as they affect the client and other issues as needed
• Ensures the appropriate and timely preparation, analysis, and presentation of all Client Management deliverables (including A/R measurement statistics and payer trends, fee schedules, ad hoc financial reports) ensuring their relevancy, accuracy, and overall quality, driving cash flow and timely issue resolution. This will require interaction with clinical and revenue cycle operations management.
• Develops and maintains positive client relations and coordinates with various functions within the company to ensure client requests are handled appropriately 
• Presents and participates at meetings with internal and external representatives.

• Frequently interacts with internal and external stakeholders to facilitate the decision making and problem-solving activities to ensure positive impact on physician practice partnerships.
• Works with key stakeholders to assess impacts of change to systems or processes.
• Drives the identification of ongoing ideas and solutions to ensure alignment of practices and revenue cycle management operations.
• Builds and fosters relationships between Fresenius teams and Practice leadership and staff.
• Assists in the development and implementation of short- and long-term objective with direct responsibility for results, including revenue, methods and operational functions.  
• Assists with development of policies, procedures and processes within assigned function, interpreting and recommending change to policies and procedures that effect immediate organization(s).
• Technically proficient in Physician Practice operations and serve as subject matter expertise within this area.
• Manages key projects and identifies resources to meet schedules and goals.
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers.

• Provide leadership, coaching and development plans for all direct reports to maintain an engaged, meet schedules, resolve technical issues, and develop productive workforce, partnering with Human Resources on employee matters, including disciplinary action and termination.
• Assist with various projects and other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• This position may require travel up to 50%.

SUPERVISION:

• May manage subordinate supervisors and/or exempt staff – experienced professionals who exercise latitude and judgment.
• May be responsible for the direct supervision of various levels of Revenue Cycle Management staff.

EDUCATION:

• Bachelor’s Degree required; Concentration in Healthcare Administration preferred.

EXPERIENCE AND REQUIRED SKILLS:          

• At least 5 years in Revenue Cycle Management.
• At least 3 years Client/ Customer Service facing experience.
• Experience in Physician Practice/ Revenue Cycle preferred.
• 3+ years’ supervisory or project/program management experience preferred.
• Strong reporting and analysis skills are essential so intermediate-advanced Excel skills are key including doing pivot tables & V-Lookups. Must have experience in identifying/reviewing trends in physician revenue cycle performance
• Excellent communication and presentation skills are required to include a proven ability to work effectively with physicians and senior management
• Candidates should have initiative, the ability to work independently, meet specific deadlines, and be flexible with work schedule priorities
• Highly proficient in Microsoft Office applicants, specifically PowerPoint.
• Strong organizational and analytical skills required.
• Demonstrated ability to communicate orally and written with all levels of management and staff.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

If your location allows for pay/benefit transparency, please click the link below to request further information on this position.   Pay Transparency Request Form