Client Operations Manager

Position Overview: Reporting to the Director of Client Operations, the Client Operations Manager is responsible for ensuring best practice and optimal revenue cycle results for assigned CBO clients, with direct oversight of 8-12 clients. The Client Operations Manager is accountable to client and employee satisfaction, KPI and other client performance results and collaborating internally and externally to drive revenue cycle and reimbursement initiatives. This role develops an environment and culture that embraces continuous improvement and innovation to ensure best practices are achieved in all areas of the revenue cycle. They will lead a team of A/R Specialists to ensure maximized collectability of services performed. Ensuring that internal policies and practices support the operational quality, efficiency, and compliance of all standard practices. They will coordinate with other cross functional areas that impact or support RCM to ensure appropriate collaboration and system wide efficiency of operations while providing oversight and employee development for direct reports.

Responsibilities:

• Manages a team of 6-10 employees who complete the accounts receivable functions resulting in revenue generation.
• Continuously evaluates and is expected to be actively involved in ensuring all revenue cycle operations are well-managed, delivering excellence in quality standards, consistently meeting the organizations and client expectations.
• Facilitates the identification of issues and solutions by team members related to delays in achieving payment resolution.
• Monitors collection processes to determine cash flow improvement opportunities.
• Manages the aging of accounts receivable by trending and analyzing the A/R, and thorough communication with payers.
• Manage the implementation of key strategies; fostering an environment of accountability to create a high performing team.
• Successfully communicates trends, issues, resolutions as well as proactively communicates opportunities to clients.
• Must become expert on respective clients, regional payer trends and overall client specifics.
• Maintains thorough understanding of health insurance and government programs, when necessary.
• Assist assigned staff in establishing daily/weekly workflows to accomplish KPIs.
• Manage assignments across entire team to meet employee productivity and collection efforts across all client facilities.
• Provides analysis, reporting, and recommendations for revenue performance in key metrics including billing, collection, and posting, such as A/R aging’s, volumes, and trends.
• Conduct routine quality assurance reviews of work completed; initiate coaching measures as needed.
• Evaluate the audit findings, creating and establishing baselines and expectations to measure improvements.
• Leverage audit findings to identify training needs for system education, industry updates and changes in collections processes and protocols.
• Provide training for newly hired and existing employees to generate consistent team output.