Match score not available

Operations and Client Relations Manager

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Australia

Offer summary

Qualifications:

At least 2 years of relevant experience, Experience in client relations and operations preferred, Medical billing experience is a plus.

Key responsabilities:

Lead operation reps and ensure accountability
Assure client satisfaction through regular meetings
Oversee accounts proactively to address potential issues
Manage payor contracting and related processes
Monitor client health and guide growth strategies

BruntWork Human Resources, Staffing & Recruiting SME https://www.bruntworkcareers.co/

501 - 1000 Employees

See more BruntWork offers

Job description

Your missions

This is a remote position.

Schedule:

40 hours per week
Monday to Thursday - 8:45am to 5pm New York, USA time (9:45pm - 6:00am Manila Time)
Friday - 8:45am to 3:45pm New York, USA time (9:45pm - 4:45am Manila Time)

Responsibilities:

1. Lead, Manage, and hold accountable the operation reps to complete their jobs.

Workflow documented and followed by all
Weekly meetings
Creating, monitoring, reviewing Score Cards and rocks.

2. Client Satisfaction Assurance

Meeting with clients on a weekly, bi-weekly or monthly basis (based on a predefined agenda).
Serve as the go to person for client feedback/issues.
Communicate about rep changes/coverage plans if/as needed.
Be open to change process when detecting an opportunity to improve or enhance client satisfaction.
When clients actions are hurting his revenue, or resulting in a bad mark on their Mock Audit findings, or adding unnecessary/duplicate work to the employees, inform client, and work with them to have them change the process accordingly.
When a clients actions are against payor or state rules, inform them and ensure process is changed or at least written legal counsel signing off on clients actions.
Project management for any raised new idea, Software, process, state or upcoming large ticket item

3. Overlook the account to catch and address any issues proactively.

Including Dashboards, reports, etc, anything that can help catching items before happening.
Whenever an issue occurs, after fixing, to think is there a report or dashboard that can provide this information beforehand.

4. Payor Contracting

The AM should be clear with clients vision on contracting/expansion, written down.
Doing or overseeing everything related to contracts, includes:
Enroll in new contracts
Revisit closed panels
Renegotiating current contracts
Dealing with clients expansion
Payor rate decreases
Contract amendments
Approve or disapprove SCA rates according to clients vision.

5. Client Health and growth – Not related to Company's process:

Occasionally monitoring the count of members to get a picture of your clients’ health and bring to their attention any significant increase/decrease.
Monitoring patient collections and bring to their attention ideas on how to better manage/Collect their CS.
Monitor other client services to ensure it being billed when allowed.
If client ever expresses interest in growth in a specific area but doesn't move forward, revisit and follow up.
Project management for any raised new idea, Software, process, state or upcoming large ticket item

6. Marketing

Bringing up to the client Company's efforts that brought success, highlight their successful parts, to increase satisfaction with the company (wow, your AR dropped tremendously since last month, we received the first payment for CDE services smoothly, 2 lucrative SCAs with this difficult payor, etc.)
Doing yearly growth reports
Highlighting exceptional services
Sharing good news at the reoccurring

Requirements

At least 2 years of work experience in a similar position – Front end client relations and overseeing operations
Preferably with medical billing experience, but it is not a must.

Company’s workforce vision, environment, and vibe:

Core Values! We hire and promote staff based on the following core values. We expect our entire workforce always to possess and demonstrate them:

1) Respectful of our unique cultural environment - Righteous, Noble, and Modesty.

2) Absolute Confidentiality.

3) Embracing Teamwork.

4) Loyal Behavior & Positive Attitude.

5) Accountability

6) Proactiveness

7) Thoroughness

8) Focused on results

9) Inspired to learn & grow constantly.

10) Devoted to providing top-tier services to our clients through our unique service-oriented philosophies.

First Who! Then What! We focus first on getting the right people who share our vision to be part of our workforce! Then we find the right seat for them, aligned with their talent and continued acquired skills!

Compensation/Incentive Structure! Competitive pay, competitive benefit package, and share company profits based on results!