Job Summary:
The Vice President of Client Success is responsible for the development and management of services provided, ensuring that the delivery of programs, projects, and the account financials meet or exceed the expectations of Ventra Health and clients. This position also monitors and improves client satisfaction, program efficiency, program growth, expansion of services, risk management, and compliance.
Essential Functions and Tasks:
- Responsible for best-in-class client service and delivery and strategic planning, including fiscal responsibility while maintaining long-term executive/client level relationships for key accounts and overseeing the Client Success management function.
- Directly responsible for client success and execution of operating mechanisms to build and maintain successful relationships with health systems, hospitals, physicians, and other provider partners.
- Manage, develop/train, and lead the Client Success team; inspiring, motivating, training, and mentoring: Identify resource needs and hire as needed.
- Oversee the successful implementation of new clients, client-facing programs, client expansions, and Ventra Health initiatives.
- Implement and maintain KPIs and analytics to provide reporting and visibility on the performance and health of all client accounts.
- Establish, maintain, and update Client Success management policies, objectives, and initiatives focused on accountability, client retention, growth, and overall well-being of all clients.
- Ensure all client concerns and issues regarding both clinical and operational functions are identified and resolved in a timely manner to ensure overall delivery satisfaction.
- A central point of contact for integration with all departments to ensure efficiency in processes and optimal client services.
- Ensure direct, concise, and timely communication for all aspects of effective client services.
- Be the face of Ventra Health by executing excellence in client presentations, engagement, and interactions.
- Compliance and adherence to applicable healthcare and security regulations and responsible for staff’s compliance and adherence.
- Performs special projects and other duties as assigned.
Education and Experience Requirements:
- Bachelor’s or higher degree in Healthcare, business or related fields, and/or ten (10) years of progressive responsibility in Healthcare.
- At least seven (7) years in healthcare, revenue cycle management, or related field.
Knowledge, Skills, and Abilities:
- Basic familiarity with medical billing and terminology.
- Basic familiarity with the current regulatory environment for healthcare.
- Ability to read, understand, and apply state/federal laws, regulations, and policies.
- Ability to communicate with diverse personalities in a tactful, mature, and professional manner.
- Ability to remain flexible and work within a collaborative and fast-paced environment.
- Ability to deliver high-quality service excellence with high attention to detail.
- Understand and comply with company policies and procedures.
- Proven strong leadership/management skills to manage, motivate, and set expectations with team members.
- Proven experience with facilitation and cross-team collaboration on key initiatives.
- Proven experience in team and relationship building.
- Strong presentation development and delivery skills.
- Strong knowledge in RCM, accounting, and/or finance.
- Strong customer service and customer facing skills.
- Strong judgment skills and problem-solving skills.
- Strong oral, written, and interpersonal communication skills.
- Strong time management, organizational, and decision-making skills.
- Strong knowledge of Outlook and RCM software or equivalent workflow management software.
