Conifer Health Solutions
Client & Performance Experience Director
Conifer Health Solutions, Frisco, Texas, United States, 75034
Overview
Director, Client Performance and Experience. The Director has relationships with regional/market or independent client leadership, Conifer Client Delivery leadership and operations leadership. Serves as the primary contact for Conifer Client Delivery, assisting with presenting client performance opportunities and action plans to improve deficiencies. Provides business insight on all aspects of operations and integrates performance amongst the operational units for assigned client locations. Responsible for liaising between operations and the client, providing strategic leadership to regional client service leaders, ensuring SLAs and performance expectations are met in collaboration with operations, and driving projects and initiatives from idea to operational implementation. This is a key leadership role with high visibility and impact on the client, internal stakeholders and the overall operational performance of the organization.
Essential Duties And Responsibilities Provides guidance to Operational Leaders and connects varying service lines to ensure client’s strategic objectives are met along with performance metrics (SLAs and OSLs).
Consults with appropriate key stakeholders to identify issues related to performance and works with Conifer leadership to develop and manage appropriate outcomes.
Develops and leads national projects impacting performance and operationalizes consistent practices amongst the Client Performance & Experience Team.
Strategizes with Leadership and Conifer Client Delivery to proactively assist in improved performance and problem avoidance, including deployment of necessary Conifer resources.
Works collaboratively with Conifer Client Delivery to provide value to customers (internal and external) through business/industry insight and innovation.
Ensure seamless delivery of Conifer’s solutions and services to attain revenue goals; monitor and ensure projects meet process metrics and client satisfaction.
Oversee client deliverables in partnership with internal and external business relationships; consult with stakeholders when issues arise, develop and communicate action plans and provide ongoing updates to all appropriate parties.
Ongoing Client Leadership and Remediation (Issue Resolution). Identify performance degradation and coordinate with Conifer Client Delivery and leadership to implement mitigation plans for the client.
Develop and implement action plans to address and improve deficiencies in process and performance as identified.
Reports on performance to client leadership and quantify the benefit/contributions Conifer has delivered.
Collaborates with on-site resources in service delivery and problem solving to maximize solution offering and client satisfaction.
Provide comprehensive, succinct updates to Conifer Leadership to drive awareness of any client support requirements and/or risks that could impact service delivery.
Coordinate with Conifer Client Management Leader; oversee any new Change Control Notices for specified clients and assist with contract amendments as necessary.
Supervisory Responsibilities
This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Knowledge, Skills, Abilities Understanding of systems and processes that impact revenue cycle performance.
Ability to build trusting relationships with Client Executives at all levels.
Analytical ability to work in a data-heavy environment and identify trends.
Business acumen with emphasis on communication, negotiation, influencing decision makers, business planning, strategy, problem solving, decision making and time management.
Understanding of market trends, competition, and pain points for hospital executives.
Intermediate MS Office (Outlook, Excel, Word, PowerPoint).
Ability to act effectively in a consultant role; advanced knowledge of Revenue Cycle, especially Mid-Revenue Cycle procedures and practices.
Ability to liaison and manage multiple projects across varying constituents.
Ability to manage a team of consultants.
Education / Experience Demonstrated experience of the entire acute care hospital revenue cycle processes is required.
Successful experience leading in a matrixed environment.
Understanding of market trends and pain points for hospital executives.
Proven success in project management, including developing and implementing business initiatives and change management.
4-year college degree in business administration, finance, revenue cycle management or health administration or equivalent experience.
8–10 years of experience with strong revenue cycle knowledge.
Physical Demands
Some travel required (25%).
Work Environment
Regular office environment as well as hospitals, medical centers, etc.
Compensation Pay: $104,624.00 - $156,957.00 annually. Compensation depends on location, qualifications, and experience.
Position may be eligible for an Annual Incentive Plan bonus of 10%–25% depending on role level.
Management level positions may be eligible for sign-on and relocation bonuses.
Benefits Medical, dental, vision, disability, life, and business travel insurance
Time off: vacation and sick leave (min 12 days/year)
401k with up to 6% employer match
Health savings accounts and flexible spending accounts
Employee Assistance program and discount programs
Voluntary benefits include pet, legal, accident and critical illness insurance, long term care, elder and childcare, AD&D, auto & home insurance
Colorado: paid leave as per Healthy Families and Workplaces Act
Employment practices will not be influenced by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Seniority level:
Director
Employment type:
Full-time
Job function:
Research, Analyst, and Information Technology
Industries:
Hospitals and Health Care and Medical Practices
#J-18808-Ljbffr
Director, Client Performance and Experience. The Director has relationships with regional/market or independent client leadership, Conifer Client Delivery leadership and operations leadership. Serves as the primary contact for Conifer Client Delivery, assisting with presenting client performance opportunities and action plans to improve deficiencies. Provides business insight on all aspects of operations and integrates performance amongst the operational units for assigned client locations. Responsible for liaising between operations and the client, providing strategic leadership to regional client service leaders, ensuring SLAs and performance expectations are met in collaboration with operations, and driving projects and initiatives from idea to operational implementation. This is a key leadership role with high visibility and impact on the client, internal stakeholders and the overall operational performance of the organization.
Essential Duties And Responsibilities Provides guidance to Operational Leaders and connects varying service lines to ensure client’s strategic objectives are met along with performance metrics (SLAs and OSLs).
Consults with appropriate key stakeholders to identify issues related to performance and works with Conifer leadership to develop and manage appropriate outcomes.
Develops and leads national projects impacting performance and operationalizes consistent practices amongst the Client Performance & Experience Team.
Strategizes with Leadership and Conifer Client Delivery to proactively assist in improved performance and problem avoidance, including deployment of necessary Conifer resources.
Works collaboratively with Conifer Client Delivery to provide value to customers (internal and external) through business/industry insight and innovation.
Ensure seamless delivery of Conifer’s solutions and services to attain revenue goals; monitor and ensure projects meet process metrics and client satisfaction.
Oversee client deliverables in partnership with internal and external business relationships; consult with stakeholders when issues arise, develop and communicate action plans and provide ongoing updates to all appropriate parties.
Ongoing Client Leadership and Remediation (Issue Resolution). Identify performance degradation and coordinate with Conifer Client Delivery and leadership to implement mitigation plans for the client.
Develop and implement action plans to address and improve deficiencies in process and performance as identified.
Reports on performance to client leadership and quantify the benefit/contributions Conifer has delivered.
Collaborates with on-site resources in service delivery and problem solving to maximize solution offering and client satisfaction.
Provide comprehensive, succinct updates to Conifer Leadership to drive awareness of any client support requirements and/or risks that could impact service delivery.
Coordinate with Conifer Client Management Leader; oversee any new Change Control Notices for specified clients and assist with contract amendments as necessary.
Supervisory Responsibilities
This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Knowledge, Skills, Abilities Understanding of systems and processes that impact revenue cycle performance.
Ability to build trusting relationships with Client Executives at all levels.
Analytical ability to work in a data-heavy environment and identify trends.
Business acumen with emphasis on communication, negotiation, influencing decision makers, business planning, strategy, problem solving, decision making and time management.
Understanding of market trends, competition, and pain points for hospital executives.
Intermediate MS Office (Outlook, Excel, Word, PowerPoint).
Ability to act effectively in a consultant role; advanced knowledge of Revenue Cycle, especially Mid-Revenue Cycle procedures and practices.
Ability to liaison and manage multiple projects across varying constituents.
Ability to manage a team of consultants.
Education / Experience Demonstrated experience of the entire acute care hospital revenue cycle processes is required.
Successful experience leading in a matrixed environment.
Understanding of market trends and pain points for hospital executives.
Proven success in project management, including developing and implementing business initiatives and change management.
4-year college degree in business administration, finance, revenue cycle management or health administration or equivalent experience.
8–10 years of experience with strong revenue cycle knowledge.
Physical Demands
Some travel required (25%).
Work Environment
Regular office environment as well as hospitals, medical centers, etc.
Compensation Pay: $104,624.00 - $156,957.00 annually. Compensation depends on location, qualifications, and experience.
Position may be eligible for an Annual Incentive Plan bonus of 10%–25% depending on role level.
Management level positions may be eligible for sign-on and relocation bonuses.
Benefits Medical, dental, vision, disability, life, and business travel insurance
Time off: vacation and sick leave (min 12 days/year)
401k with up to 6% employer match
Health savings accounts and flexible spending accounts
Employee Assistance program and discount programs
Voluntary benefits include pet, legal, accident and critical illness insurance, long term care, elder and childcare, AD&D, auto & home insurance
Colorado: paid leave as per Healthy Families and Workplaces Act
Employment practices will not be influenced by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Seniority level:
Director
Employment type:
Full-time
Job function:
Research, Analyst, and Information Technology
Industries:
Hospitals and Health Care and Medical Practices
#J-18808-Ljbffr