Director, Client Support Lab & Pathology- Remote

Position: Director, Client Support Laboratory and Pathology Services

Status: Full time, Exempt

Reports to: Vice President, Client Support Laboratory and Pathology Services

Summary/Objective

The Director of Client Support Services is a strong leader who will manage the team of Client Support Managers. The Director is the primary business contact for our client partners. The Director, Client Support Management team is responsible for building relationships with our existing and new clients, revenue retention, and ensuring a high level of client satisfaction. The Director of Client Support is to ensure the team achieves key performance indicators, provides consistent and timely communication to client partner requests and questions, fosters team development, and is an active participant in problem solving. The Director will be an escalation path for the client partners and effectively establish relationships to collaborate with diverse colleagues, promoting Coronis as a leader in revenue cycle management and client satisfaction.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead a team of Client Success Managers and diverse support staff
• Run and analyze reports with Client Support Managers to determine strong plan of actions for client improvements (charge entry, payment posting, rejection/denial management, AR follow up)
• Identify and address business needs, provide guidance and timely responses to client questions/ requests and conduct regular meetings with partners.
• Manages hiring, coaching, performance reviews, career development, goal setting and monitoring in conjunction with the VP Client Support management team.
• Create key performance indicators and monitor to ensure success
• Facilitate client transition from implementation to the client support team
• Oversee team member s adherence to Coronis policies, procedures and systems
• Communicates medical billing process improvements as appropriate to the team and clients
• Guide Client Support Managers and support teammates in identifying service-related needs, optimization and workflow recommendations and potential growth opportunities
• Responsible for client retention
• Conduct periodic client satisfaction follow ups
• Develop escalation and incident management to ensure successful resolution
• Develop and maintain strong working relationships with global management teams
• Track team productivity (charge, payments, collections, adjustments) on an as needed basis to ensure the client and company expectations are met
• Meet regularly with Client Support Managers on the health of client partners
• Oversee team member s adherence to Coronis policies, procedures and systems
• Performs other related duties as assigned
  

Competencies

• Leadership
• Project Management
• Problem Solving/Analysis
• Presentation Skills
• Ethical Conduct
• Collaboration
• Personal Effectiveness/Credibility
• Strategic Thinking
• Financial Management
• Communication Proficiency
• Technical Capacity
  

Supervisory Responsibility

This position will manage Client Support Managers

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. As a remote role, a HIPAA Compliant workspace with adequate internet service is required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Travel

This position may require limited travel

Preferred Education And Experience

• Bachelor s degree in Business Administration, Healthcare, or another industry-related field preferred
• At least 8 years of industry-related experience; including three years supporting upper management preferred
• 5 plus years of prior leadership experience
• Proven track record with KPI development and implementation, as well as project planning and execution
• Extensive knowledge of medical billing/coding, front office procedures and revenue cycle management
• Strong understanding of various insurances and specialties
• Exceptional written, verbal and interpersonal communication skills
• Excellent client facing and senior leadership presentation skills
• Professional demeanor required
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.