Manager, Client Success

Job Summary

The Manager, Client Success acts as a crucial liaison between Ventra Health and its clients, facilitating communication and information exchange. This role manages all aspects of client accounts to maximize collections, provide contracted management services, and proactively minimize problems. You will work directly with diverse stakeholders, including patients, doctors, owners, practice managers, and administrators, to resolve escalated issues and ensure client satisfaction.

Essential Functions And Tasks

• Conducts face-to-face meetings with clients to review performance and ensure satisfaction, adhering to established cadences and client success standards.
• Serves as the clients’ primary point of contact, collaborating with the internal Ventra Health team for issue resolution and timely follow-up communication.
• Facilitates external and internal meetings, including compiling minutes and maintaining Client Success documentation like Project Action Item Logs.
• Reviews data at required frequencies to monitor operational workflow, ensuring timely completion of all steps for clients and escalating issues as needed.
• Prepares and reviews various reports and ad-hocs for both internal and external stakeholders.
• Analyzes and monitors Client Success Metrics, presents client-specific reports, and utilizes the internal client issue escalation matrix to resolve concerns effectively.
• Makes recommendations through appropriate channels for process improvements based on data review and analysis.
• When Practice Administration services are utilized, collaborates closely with the business management team across finance, HR, credentialing, and compliance.
• Monitors and manages client payor contract negotiations and/or renewals in conjunction with the Managed Care Team or assigned payor contracting resource.
• Manages and monitors clients’ quality programs and compliance training, as required by contract and in conjunction with organizational Subject Matter Experts.
• Assists with new client implementation, ensuring a smooth onboarding process.
• Responsible for the oversight, mentorship, and professional growth of assigned Client Success colleagues, where applicable.
• Ensures compliance with applicable healthcare and security regulations, and is responsible for staff’s adherence to these standards.
• Performs special projects and other assigned duties as needed.

Education And Experience Requirements

• High School Diploma or GED is required.
• A Bachelor’s Degree in business, healthcare management, or a related field is preferred.
• Requires at least three to five years (3-5) of experience in healthcare, revenue cycle management, or a related field.

Knowledge, Skills, And Abilities

• Basic familiarity with medical billing and terminology.
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
• Ability to communicate effectively with diverse personalities in a tactful, mature, and professional manner.
• Ability to remain flexible and thrive within a collaborative and fast-paced environment.
• A commitment to delivering high-quality service excellence with meticulous attention to detail.
• Understanding and compliance with company policies and procedures.
• Proven strong leadership and management skills to motivate, guide, and set expectations for team members.
• Strong presentation development and delivery skills.
• Strong knowledge in Revenue Cycle Management (RCM), accounting, and/or finance principles.
• Excellent customer service and customer-facing interaction skills.
• Strong judgment and problem-solving abilities.
• Strong oral, written, and interpersonal communication skills.
• Strong time management, organizational, and decision-making skills.
• Proficiency in Outlook and RCM software or equivalent workflow management software.

Key skills/competency

• Client Relationship Management
• Revenue Cycle Management (RCM)
• Account Management
• Healthcare Regulations
• Data Analysis
• Team Leadership
• Contract Negotiation
• Problem Solving
• Medical Billing Terminology
• Communication Skills