Aviacode · 15 hours ago

Director, Client Relations Management

United States

Full-time

Remote

Director/Executive

7+ years exp

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Responsibilities

Develops and delivers solution proposals and presentations for services

The Client Relations Manager will oversee and manage client engagements with focus on client deliverables and client satisfaction, develop new business opportunities within existing accounts and work with the client and operations teams to develop implementation plans and establish terms of agreement.

Provides Risk Adjustment leadership (knowledge) internally (globally) and for current / prospective clients

Candidate will monitor Service productivity and quality through reports provided by Operations to ensure SLA’s are being met.

Communicates effectively to deliver department goals, respond to market trends and meet unexpected challenges involved with functioning independently in a fast-paced CRM environment

Conducts Practice assessments for current and prospective clients and provide findings report to highlight areas of business improvement with a focus on providing Risk Adjustment and HEDIS improvement for clients

Monitors Service productivity and quality through reports provided by Operations to ensure SLA’s are being met

Responsible for weekly meetings with the Operations Manager to discuss the following items:

Manages the primary Liaisons between the Client’s mid to senior management staff and Managers/Directors of Global Operations. Ensures any issues or escalations are addressed in a timely manner and to the Client’s satisfaction. Follow-through to check progress and output consistency.

Tracks escalated issues and reporting to the Operations & CRM leadership

Reviews weekly project trackers and conducts state of the client discussions with CRM and Operations

Participates in strategic and tactical Client/Operations calls to propose solutions and keep sight on opportunities

Quality-Review Internal Quality scores and identifies any training needs.

Staffing -Review any changes in staffing (new hires/terminations/etc.)

CRM must relay any applicable issues gathered from the meeting to the client.

Guides the Operations team on Compliance regulations and provide feedback on in-house Policies and Procedures. Documents and educates in-house management on client compliance requirements.

Responsible for weekly meetings with the Operations Manager to discuss the following items:

Production- Shifts in the inventory, change in scope, obstacles contributing to production slowdown e.g. coding volume reductions, difficulties in accessing EMR etc.

Quality-Review Internal Quality scores and identifies any training needs.

Staffing -Review any changes in staffing (new hires/terminations/etc.)

Manager, CRM must relay any applicable issues gathered from the meeting to the client.

The CRM Manager must familiarize themselves with all of the company’s technology and be able to assist in presentations and cross selling.

Qualification

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RCM experienceRisk Adjustment knowledgeClient relationship managementTeam Management