Summary/Objective

The Vice President of Client Success manages a team of Client Success reps that works to expand, penetrate and protect client relationships. Their goal is to optimize value creation for the company and its clients, to drive retention and a referenceable client base. Keen focus on conversion at the consumer level

This role consists of multiple responsibilities including strategic analysis/planning/communication (clients/team), recruiting/hiring/building a scalable team, supervision and mentorship, career-pathing for reports, client relationship development, data analysis, identifying new sales opportunities, same-store growth, and problem solving. Client Success Managers are ultimately responsible for the quality, revenue volume, satisfaction, and retention of assigned accounts, as well as the optimization of client performance to achieve AccessOne and client revenue goals.

Working directly with internal colleagues, client executives and, and assigned managers, The VP of Client Services is accountable to both client and internal stakeholders for effective relationships and fulfillment of agreed upon deliverables, which may include coordinating/attending client meetings (onsite and virtual), data analyses/reports, problem resolution, strategic account plans, proposals, etc. The focus of this role involves team/relationship building and growth, strategically monitoring and optimizing client revenue, and upselling or proposing beneficial program changes, as well as selecting, hiring, and developing Client Success leaders/managers.

Successful candidates in this role demonstrate high standards and a high degree of conscientiousness regarding their interactions and work products. They develop authentic and effective relationships and display enthusiasm and a drive to achieve in their day-to-day work. They are able to adapt between formal and informal interpersonal styles in appropriate contexts, and they add value to overall departmental and organizational health through effective communication and collaboration, mutual support, and self-motivation. Additionally, they possess trust, empathy, accountability, and professional insight to effectively mentor and lead subordinates.

Essential Functions

• Apply knowledge of hospital revenue cycle management, AccessOne products, and client needs (strategic projects and goals, history, staffing/structure, etc.) to effectively direct managers responsible for enterprise, mid, and low tier accounts.
• In collaboration with internal leadership and client stakeholders develop/manage teams strategic account plans, which often involves critical analysis of the client context, data analysis, setting performance goals, negotiating and resolving issues, proposing changes to optimize performance, requesting data and information, consulting with internal colleagues, etc.
• Apply critical thinking and data-literacy skills to analyze and evaluate client data against client and AccessOne strategic or project-based goals to identify trends and opportunities, monitor and optimize performance, and resolve issues.
• Engage with client executives, in person and electronically, to develop effective and authentic relationships and promote client satisfaction and retention.
• Utilize various digital applications (including presentation, productivity, and communication software) to prepare and deliver dynamic and professional communications, multi-media trainings, presentations, and proposals.
• Learn and utilize CRM applications to document and/or review the client journey including activities, interactions, history, potential issues, strategic plans, etc.
• Collaborate with internal and external colleagues to develop, execute/coordinate, and evaluate short and long-term projects, campaigns, programs, etc.
• Serve as an active and enthusiastic resource to clients, providing support, consultation, training, reports, etc. as needed to help clients maximize their success with AccessOne products.
• Occasional travel to onsite locations, various local, regional, or national conferences, and to AccessOne locations for in-person projects, meetings, etc.
• Apply sound judgment regarding escalating issues, addressing client issues, adjusting priorities, etc.
• Exercise effective supervisory and leadership skills to manage workflows and goalsetting, and to select, hire, develop, manage, and evaluate a scalable team.

Required Competencies

Knowledge, skills, and abilities required to effectively fulfil essential functions.

• Substantial knowledge of the health care industry and patient finance; general working knowledge of hospital revenue cycle processes and trends
• Effective critical thinking skills to assess and evaluate external and internal contexts (client process, financing data, internal project, etc.) to identify risks and opportunities, develop corresponding strategies to improve performance or resolve problems, and escalate appropriately.
• Effectively recognize and promote potential improvements to internal and client-related processes, goals, resources, etc.
• Ability to accurately comprehend and critically analyze healthcare revenue cycle and patient financing data against strategic metrics, goals, best practices, etc. and report to colleagues and clients in an engaging and compelling manner
• Communicate, professionally and tactfully in verbal, written, and digital contexts, to convey relevant information to colleagues and clients at varying levels, including support staff, executives, etc.
• Consistent application of appropriate grammar, vocabulary, and formatting in all verbal, written, and electronic communications and documentation.
• Ability to quickly learn and utilize various digital tools, including CRM, project management, team collaboration, etc., to evaluate and communicate within and across teams
• Effective use of productivity software (spreadsheets, word processing and presentation software, etc.) to analyze data and prepare dynamic and compelling communications, presentations, etc.
• Ability to conduct oneself with integrity and engage with others in a positive, honest, and professional manner that elevates the AccessOne brand and promotes effective and authentic relationships with colleagues and clients.
• Ability to effectively manage multiple concurrent projects, accounts, deliverables, staff, competing interests/priorities, and coordinate with diverse colleagues/clients to achieve internal and client goals.
• Effective problem solving and conflict management skills that include proactively identifying, evaluating, and resolving problems with staff and clients, as well as responding to client and team concerns in a proactive and responsible manner.
• Ability to successfully participate in, influence, and lead cross-functional teams, which may include client staff, consultants, and colleagues at varying levels (support staff, managers, executives, etc.) from varying departments (sales, IT, operations, etc.), to improve processes, programs, and relationships.
• Ability to produce professional communications and presentations to varying audiences (client billing staff, client executives, internal colleagues, etc.).
• Effectively select, hire, train, motivate, hold accountable, and evaluate subordinates according to established AccessOne policies and procedures.
• Adept at project and workflow management, delegation, interpersonal problem solving, and motivating and mentoring staff, as well as giving and receiving feedback.
• Self-motivation to complete routine, novel, and project-related tasks on time with minimal supervision, and to continuously advance professional skills related to feedback received, industry knowledge, technology, leadership, relational skills, etc.

Preferred Competencies

• Advanced knowledge and understanding of hospital revenue cycle management concepts and trends and/or relevant healthcare laws and regulations.
• Advanced skill using MS Excel (or other spreadsheet) to manage and analyze large data sets utilizing formulas, drilldown analytical tools (pivot tables, statistical functions, etc.) and effective data visualization options to identify and communicate root causes and factors underlying relevant issues, trends, etc.
• Advanced skill using team-oriented productivity, CRM, and and communication software (Adobe PDF, Salesforce, Jira, WebEx, Zoom, Skype, MS Teams, etc.)
• Advanced skill utilizing word processing and presentation software to draft communications, analyze/present data, conduct trainings, etc. (MS PowerPoint, Word, etc.)
• Substantial knowledge of EDI and API automation processes

Required Education and Experience

• Bachelors degree in Healthcare Administration, Business Administration, Finance, or a related field; any combination of experience and education equivalent
• 3 - 5 years of experience in a client success management, customer service, or similar role related to supporting/building scalable client success team
• Experience identifying training needs and developing training presentations
• Supervisory experience directing, coaching, or leading individuals and teams
• Experience with patient accounting and electronic medical record software (Epic, Cerner, Siemens, Meditech, IDX, McKesson, Athena, etc.)
• Experience with EDI and API automation processes, patient access and financing, sales and upselling, data analytics, technology implementation and support, project management, and end-user training.
• Experience developing/innovating internal processes or client deliverables, successfully upselling and retaining key accounts, as well as analyzing and presenting complex data to executive level audiences

Preferred Education and Experience

• Degree in Healthcare Administration, Business Administration, Finance or a related field
• 5+ years of experience in an account management, client success, customer service, or related role.
• Certification in revenue cycle management, project management, sales, patient care, or related role
• Experience in one or more of the following:
  • Revenue cycle management
  • Patient access or clinical care
  • Technology implementation

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.