RCM Client Services Director

at  Intellivo

QUALIFICATIONS

• Must have healthcare revenue cycle industry experience
• B.S/B.A required
• Proven minimum of 7+ years of experience in leadership in client support, sales, or related position
• Strong understanding of revenue cycle management processes and healthcare billing practices
• Proven track record of managing and improving client satisfaction and retention
• Excellent written and verbal communication skills
• Must be immediately recognizable as a leader, possessing outstanding communication, listening, and interpersonal skills, and be able to quickly establish credibility and rapport with a broad set of senior executives.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions
• Ability to resolve issues independently
• Self-motivated and able to work independently.
• Benefit Recovery Group has been renamed Intellivo.

ROLE SUMMARY

Reporting to the VP of Business Strategy and Operations, the RCM Client Services Director will develop and oversee the implementation of strategies to drive positive client outcomes, accelerate client growth opportunities, and secure relationship retention. The Client Services Director oversees the client services team and ensures that customer service and client goals are met. The successful candidate is responsible for establishing and maintaining relationships with key clients, managing customer inquiries and issues, and providing training and guidance to the team.

RESPONSIBILITIES

• Supervise and mentor account teams, providing guidance and support in client interactions and project execution to enhance their performance and professional development.
• Foster a collaborative and high-performing team culture.
• Implement feedback mechanisms to gather client insights and continuously improve service delivery.
• Act as a liaison between different departments (such as operations, marketing, IT, and sales) to ensure seamless communication and execution of strategies aimed at meeting client needs.
• Establish and monitor key performance indicators (KPIs) for client services and account management teams.
• Regularly review client accounts and performance reports, addressing any areas of concern promptly.
• Direct and lead strategy across all client accounts, ensuring that client needs and expectations are met or exceeded.
• Design and implement account management strategies that drive client satisfaction, engagement, and loyalty.
• Collaborate with cross-functional teams to align services with client goals and industry standards.
• Address and resolve client issues or concerns promptly, maintaining a high level of client satisfaction.
• Identify opportunities for upselling or cross-selling services to existing clients and participate in business development activities to acquire new clients.
• Ensure the delivery of high-quality services or products to clients, meeting or exceeding agreed-upon standards.
• Stay informed about industry trends and changes to provide clients with valuable insights.
• Develop a plan to proactively secure timely contract renewals.