Job Description

Position Summary

Reporting to the VP of Operations (with a dotted line to the President & COO), the Executive Director, Strategic Accounts is responsible for providing account leadership and oversight of a high revenue, strategic growth customers. The Executive Director is ultimately responsible for driving overall operational results, controls and measurements to maximize productivity and client satisfaction, supporting the growth and retention of the company’s most valued and high-profile customer(s).

 Position Responsibilities

• Provides a single point of contact for escalated customer issues;
• Ensures contractual support service deliverables are understood and managed effectively by all employees servicing the account(s);
• Proactively own and manage service delivery for high-visibility and high-touch relationships;
• Oversees daily activities of strategic client account(s) to ensure timeliness and accuracy of revenue cycle processes;
• Manages inventory and analyzes/measures AR performance regularly, implementing strategies to optimize billing/collections and reduce to the number of days in AR to its lowest possible level.
• Through training, leadership and motivation, ensures performance, production and quality targets are met or exceeded consistently;
• Improves internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new services, processes and tools;
• Identifies potential problems and opportunities for revenue cycle process improvement;
• Identifies, resolves and/or escalates major issues and service failures that impede daily operations;
• Regularly communicate with strategic account(s), set expectations and negotiate priorities appropriately;
• Proactively manage, measure, track and resolve customer issues to ensure their timely and effective resolution. Recognize and resolve systemic issues to prevent repeat occurrences;
• Keep customer informed of key information that may be critical to their success;
• Resolve customer issues by facilitating the coordination of efforts amount GetixHealth’s support organizations including, but not limited to Technical Support, Operations, Sales and Executive Leadership;
• Works closely with the management team to build and maintain high-performance teams that are committed to delivering quality and timely service and promoting GetixHealth as a premier service organization;
• Engages in open communication with the Operations Managers, Team Managers and Supervisors and effectively and efficiently deals with any issues which could affect productivity/quality while ensuring both individual and team compliance with regulatory, legal and audit standards;
• Recommends and conducts ongoing training, education and development of management staff servicing strategic account(s);P
• Provides assistance/resolution to external and internal inquiries around patient financial service functions;
• Promotes, supports and facilitates teamwork and harmony between all staff members by promoting and fostering a positive, visible teamwork attitude among all employees. Recognizes, addresses and resolves issues/problems among/between Managers/Supervisors and team members and reports all such issues to the VP of Operations;
• Understands, follows and enforces all federal, state, and local healthcare requirements, as well as GetixHealth policies and procedures.
• Communicates effectively and regularly with VP of Operations on work progress, staffing issues/concerns, disciplinary issues, and any other key escalations and priority items;
• Coordinate and direct daily operations around strategic account(s) ensuring:
• Adequate staffing levels to meet performance targets;
• An appropriately skilled workforce is in place; and
• Issues are escalated appropriately
• Govern Supervisory and Managerial staff’s weekly and monthly performance resulting in increased productivity and engagement;
• Manage and assist staff on Systems and Telephony requirements;
• Ensure regulatory compliance to healthcare revenue cycle and company policies.
• Review and monitor guidelines, policies, procedures and processes. Implement changes effectively and timely;
• Work closely with analytics to ensure integrity of all data shared with client strategic accounts;
• Works diligently to maintain a strong relationship with client strategic accounts.
• Analyze and provide accurate information for the department’s Monthly Operations Report;
• Recruit, select, orient and manage appropriate staff to ensure operational objectives are met;
• Meet established budgeting and staffing parameters;
• Maintains a current working knowledge of all patient financial and healthcare related issues and regulations;
• Maintains a high state of integrity and professionalism in carrying out the duties and responsibilities of this position.
• Supports all other special assignments as directed by the VP of operations;
• Provide input and assistance to the VP of Operations in budgeting and forecasting tasks
• Other duties as assigned

Key Working Relationships: 

Successful accomplishments and primary accountabilities of this position will depend upon establishing and maintaining effective working relationships with a variety of people both inside and outside of the functional area. Such people may include, but are not limited to: interdepartmental leadership, education and development, the patient, client hospital staff, government, insurance company representatives, vendors, compliance, finance, decision support and contact management as well as GetixHealth’s officers, senior management and staff.

Supervisory Responsibilities

Directly supervises 2 or more managers in support of strategic account. Also, provides indirect supervision for 20 or more customer service personnel supporting strategic client account(s). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Travel Requirements

The Executive Director, Strategic Account may be required to travel to the Company offices, as well as visit clients throughout North America.

Education, Experience and Skills

• Bachelor's degree in business or related discipline and a minimum of 10 years of industry experience in medical revenue cycle management with diverse and progressive levels of responsibility, or equivalent combination of education and work experience.
• Minimum of 5 years’ experience as a manager of a medium to large team within the revenue cycle management industry.
• Proven understanding of the medical revenue cycle.
• Front & back-end registration, authorizations, billing and collection processes;
• Strong background in inventory management with a proven record of analyzing and measuring AR performance and reducing AR aging buckets
• Regulatory accounts receivable management.
• Demonstrated strong knowledge of relevant Federal, State and local laws and regulations and requirements.
• Excellent communication (written, verbal and listening) and interpersonal skills in order to interface with and influence all levels of personnel from hourly employees to senior management in order to build or create their support or commitment.
• Proven ability to establish rapport, credibility and relationships at all levels within an organization, including Executives
• Demonstrated ability to manage large/strategic healthcare accounts.
• Proven strong attention to detail with a focus on quality.
• Demonstrated ability to perform in alignment with company mission and values.
• Proven PC proficiency in MS Office Suite (Word, Excel, PP, Outlook).
• Experience in Ontario system products and telephony software preferred
• Experience in patient financial systems preferred
• Ability to build trust, gain support, and influence other managers and staff to implement change without direct supervisory control.
• Strong understanding and sensitivity to confidential matters.
• Strong negotiation skills with a commitment to reaching mutually desired outcomes.
• Demonstrated competency in coaching for business results, empowerment of others, leading/managing change, relationship building/coaching, and problem solving.
• Proven ability to build, coach and maintain high performance teams.
• Demonstrate initiative, exercises good judgment, exhibits strong profit orientation, and has the ability to achieve results through others.
• Ability to analyze data, evaluate situations and identify problems or opportunities, including likely causes. Ability to develop factual, logical courses of action, considering resources, constraints and company values.
• Supports and fosters the professional development of subordinates.
• Strong attention to detail and the ability to prioritize work and meet deadlines.
• Demonstrates concern for meeting internal and external customers' needs in a manner the provides satisfaction for the customer within the resources that can be made available.
• Ability to adapt quickly to change and open to considering new approaches to solving problems and work processes.
• Strong organizational skills with ability to multi-task in a fast-paced work environment.
• Proven ability to effectively collaborate in multi-departmental projects.
• Must be team oriented with a commitment to working effectively with the Operations group or those outside formal lines of authority to accomplish both departmental and organizational goals.

Work Environment / Physical Requirements

• Work environment is an office location. The position requires the dexterity to operate office equipment such as a personal computer, keyboard, mouse and telephone
• Occasional lifting may be required up to 25 lbs.
• Must be able to sit for extended periods of time with frequent bending and stooping

Additional Notes

• This role profile is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position

Job Tags

Similar Jobs