Client Relations Manager

Overview:

Client Relations Manager

The Client Relations Manager (CRM) 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.

•  Develops and delivers solution proposals and presentations for services
•  Provides HIM Stateside coding leadership and knowledge internally and for current / prospective clients
•  Candidate will monitor service productivity and quality through reports provided by Operations to ensure SLAs 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 end-to-end RCM services and Stateside opportunities
•  Monitors service productivity and quality through reports provided by Operations to ensure SLAs are being met
•  Acts as the primary liaison between the client’s mid to senior management staff and Managers/Directors 

•  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 Operations and Management

•  Reviews any changes in staffing (new hires/terminations/etc.)

•  Participates in strategic and tactical Client/Operations calls to propose solutions and keep sight on opportunities
•  Review internal quality scores and identify any training needs
•  CRM must relay any applicable issues gathered from the meeting to the client
•  Responsible for weekly meetings with the Operations Manager to discuss the following items:

o  Production: Shifts in the inventory, change in scope, obstacles contributing to production slowdown e.g. coding volume reductions, difficulties in accessing EMR etc.
o  Manager, CRM must relay any applicable issues gathered from the meeting to the client

•  The CRM must familiarize themselves with the company’s technology and assist in presentations and cross-selling

• 4+ years of experience in environment with a focus on RCM services and onshore coding services. 
• Bachelor’s degree or equivalent experience.
• Strong subject matter knowledge of the vertical; both inpatient (IP) and outpatient (OP) revenue processes and HIM.
• Capacity for self-motivation, independent initiative and creative problem-solving.
• Long-term client relationship development and management skills.
• Excellent written, verbal and presentation skills.
• Travel: Up to 50% may be required to attend client meetings, or if remote, travel occasionally to the main office.