The Client Operations Manager oversees the efficient operation of assigned accounts, including staff training, scheduling, and productivity monitoring. They are responsible for meeting facility revenue goals and ensuring compliance with release of information standards.
Client Operations Manager
Summary of Position: Under the direction of the Director of Client Operations and the general instruction of the primary Facility Contact at various facilities, the Client Operations Manager is responsible for the efficient operation of assigned accounts. In addition, the Client Operations Manager will also assist in training, staffing, and providing coverage at various sites.
This remote position does require travel to onsite accounts when required.
Duties & Responsibilities:
Responsible for meeting facility revenue goals on a consistent basis
Answers day-to-day questions posed by clients and Release of Information Specialists (ROIS)
Identifies and recommends opportunities to increase productivity
Complies with all release of information related functions, as stipulated by service agreement.
Prepares weekly dashboard and month-end Operational performance reports
Monitors productivity and quality to ensure high customer service satisfaction
Assists the Director of Client Operations in the training and evaluation of ROIS staff, both onsite and remote.
Assists in selecting, interviewing, hiring, training and terminating of employees
Participates in counseling sessions of site personnel and makes disciplinary or termination recommendations, when necessary
Manages scheduling of onsite staff to include time off requests and payroll approval
Distributes work to local site personnel and assists remote supervisors with the coordination of workflow. Will be expected to provide physical coverage at various sites when workload dictates.
Maintains confidentiality by keeping all information seen and heard in the facility secure
Provides input into the review and revision of site procedure
Performs quality reviews and site evaluations as required by clients
Reviews release of information requests for validity according to applicable state or federal statutes; returns inappropriate authorizations and requests to the requester
Looks up medical record numbers, fills out guides and pulls medical records, when appropriate
Reviews the requests to determine which encounters are being requested
Scans and/or captures electronically, the medical record and chooses the appropriate information to be duplicated
Captures the appropriate pages for the requested records, when appropriate
Re-assembles the charts (if paper) for re-filing
Logs information that is being sent to the requester either manually or using company software in accordance with the facility procedure
Documents the release of information in the patient medical record or other means determined by the facility.
Calculates billing and prepares invoices, as needed
Certifies medical records copies, when appropriate
Attends all mandatory meetings and/or training sessions
Ensures supplies are available at designated facility
Submits company-related travel expense reports and original receipts to manager in a timely fashion
Develops and maintains strong, professional relationship/partnership with the Client management team
Runs reports and analyzes content to appropriately manage the operations
Complies with and provides guidance on Company Policies, as identified in the Company Handbook
Performs other appropriate duties, as assigned, to meet the needs of the department and the company
Minimum Qualifications:
Bachelor’s Degree Preferred
Prior Supervisory experience
A valid driver’s license and a history of safe driving
Ability to communicate effectively with clients, staff members and management.
Experience with medical records or healthcare, beneficial.
Knowledge of HIPAA privacy information standards, required.
Medical terminology coursework, preferred
RHIT certification or the ability to take and pass an ROI Certification course with a score of 85% or higher, within 90 days is required.
Ability to travel to various assigned accounts
Ability to report to work consistently with minimal unplanned schedule deviations
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
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