Client Success Manager

1 week ago

Abbottabad, Khyber Pakhtunkhwa, Pakistan MNS Solutions Full time

The Client Success Manager is expected to achieve maximum client satisfaction through well-designed processes and outstanding pro-active customer service. The CS Manager is expected to connect with the RCM and Product Teams to get all the information to provide to the clients.

Requirement
  1. On-boarding new clients for services and products.
  2. Managing and providing support to the clients 24/7.
  3. Managing client calls and resolving queries in the minimum time.
  4. Managing maximum client satisfaction using relevant tools and processes.
  5. Managing and catering to client needs.
  6. Strategically planning pro-active communication plans to minimize errors and issues.
  7. Carrying out Technical and Product Support.
  8. Leading and conducting training of the clients on our billing services and technical products.
  9. Prepare weekly, monthly relevant reports on client services and solutions.
  10. Developing and updating SOPs time to time for improved performance.
  11. Support customers in Revenue Cycle Management, clinic operations improvement, and process management.
  12. Ensure smooth and effective workflow for several accounts by overseeing operations of the team.
  13. Develop and continually improve operating procedures to ensure streamlined, efficient, consistent and accurate collections process, as well as revenue growth.
  14. Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures.
  15. Ensures resources, capabilities and capacity to meet both existing and new business demand.
  16. Use technology to maximize productivity.
  17. Create and utilize reports to analyze day-to-day performance.
  18. Ensure that compliance policies and procedures, as well as quality of work standards, are followed throughout billing operations processes.
  19. Prepare reports, agendas & supporting materials for, and facilitate client meetings in collaboration with other company employees.
  20. Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
  21. Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole service team, including customer service partners and operations to ensure a seamless end-to-end delivery of service for clients.
  22. Motivates, develops and mentors other service delivery employees and managers where relevant.
  23. Maximizes same account growth opportunities.
  24. Champions team-working, re-use, knowledge sharing and promotes the increased use of best practices.
  25. Mentors the team for increased productivity.
Qualification
  1. BS/ MS in Business Studies or Computer Science.
  2. 8+ years of work experience (preferably in the US Healthcare Industry).
  3. Able to apply understanding of applicable regulations (e.g., HIPAA, SOX, HL7).
  4. Having experience in the US Healthcare/ Medical Billing Industry is a plus.
  5. Complete and comprehensive knowledge of the Revenue Cycle Management.
  6. Leadership /Visionary/ Goal-oriented Personality.
  7. A positive personality who can inspire others.
  8. Good knowledge of AltuMed Products.
  9. Excellent communication and mentoring skills.
  10. Ability to adapt to change, work independently and manage teams, organize work effectively and take initiative in a fast-paced work environment while managing multiple tasks and deliverables simultaneously.
Key Performance Indicators
  1. Churn Rate.
  2. Monthly Recurring Revenue.
  3. Customer lifetime value.
  4. Net Promoter Score.
  5. Client Satisfaction Score.
  6. Expansion revenue.
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