Client Success Director

Description

For over two decades, Aspirion has delivered market-leading revenue cycle services. We specialize in collecting challenging payments from third-party payers, focusing on complex denials, aged accounts receivables, motor vehicle accident, workers’ compensation, Veterans Affairs, and out-of-state Medicaid.

At the core of our success is our highly valued team of over 1,400 teammates as reflected in one of our core guiding principles, “Our teammates are the foundation of our success.” United by a shared commitment to client excellence, we focus on achieving outstanding outcomes for our clients, aiming to consistently provide the highest revenue yield in the shortest possible time.

We are committed to creating a results-oriented work environment that is both challenging and rewarding, fostering flexibility, and encouraging personal and professional growth. Joining Aspirion means becoming a part of an industry leading team, where you will have the opportunity to engage with innovative technology, collaborate with a diverse and talented team, and contribute to the success of our hospital and health system partners. Aspirion maintains a strong partnership with Linden Capital Partners, serving as our trusted private equity sponsor.

The Client Success Director is responsible for the holistic relationship management of their assigned clients. The Director is expected to build relationships with their client's decision markers and influencers, understand their business goals, objectives, and problems to collaborate with internal colleagues from Client Success, Sales, Operations, Implementation, Marketing, etc. to serve the needs of their clients and support their success. This role is accountable for client satisfaction, client outcomes and value realization and measured on client retention, expansion, cross-sale referral generation and other management business objectives (MBOs) to support the needs of the business.

Key Responsibilities

• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct performance reviews and executive business reviews with clients, onsite preferred
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion's contribution to their revenue and/or meeting the desired outcomes expected when they purchased Aspirion's services
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Collaborate with Operations to identify trends and provide strategic insights and recommendations for resolving system issues causing downstream payer issues
• Ensures any account projects are being worked in a time fashion (e.g. provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with client
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Requirements

• Strong attention to detail with ability to organize and manage multiple priorities and projects, work to tight timeframes and achieve exceptional outcomes
• Ability to multi-task in a fast-paced evolving work environment with fluctuating priorities and deadlines
• Proven ability to use a consultative approach and persuasive communication with stakeholders
• Ability to prioritize initiatives based on the evolving financial needs of the company, making consistently strategic recommendations to company leadership
• Ability to work in and manage ambiguity, including dealing effectively with issues that do not always have a process, system, or solution in place
• Demonstrate alignment to our company's values
• Highly developed oral and written interpersonal, communication, negotiation and conflict management skills and the ability to work effectively with other people
• Self-starter with high initiative

Education and Experience

• Bachelor's degree required
• Minimum of 5 years working in a Client Success/Management role in the health care revenue cycle industry required
• Technical skills using MS Office applications (Word, Excel, Power Point) required
• Executive presence and presentation skills required

Benefits

At Aspirion we invest in our employees by offering a full benefits package, including:

• Health
• Dental
• Vision
• Life insurance
• Matching 401k
• Paid Time Off
• Wellness Program
• Competitive Salaries
• Advancement Opportunities

AAP/EEO Statement

Equal Opportunity Employer/Drug-Free Workplace: Aspirion is an Equal Employment Opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, pregnancy, religion, national origin, ancestry, medical condition, marital status, gender identity citizenship status, veteran status, disability, or veteran status. Aspirion has a Drug-Free Workplace Policy in effect that is strictly adhered to.