Client Services Manager I

SCP Health Opportunity

At SCP Health, what you do matters. As part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care.

Why you will love working here:

• Strong track record of providing excellent work/life balance.
• Comprehensive benefits package and competitive compensation.
• Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.

Primary Duties and Responsibilities:

Client Communications

• Responsible for managing the business relationship with multiple clients; maximize relationships by being the main point of contact between SCP Health's RCS and the client; be the client's resource for communications of changes and/or concerns, and issue resolution; build client's confidence in utilizing SCP Health services, specializing in Management and Optimization lines of business. Ensure that the client is satisfied with SCP Health's Revenue Cycle Services. Serve as the primary team member responsible for keeping continuous lines of communication open between clients and our operational teams critical to implementation of RCM initiatives.
• Utilize one's deep understanding of revenue cycle management to solve client issues. Log client issues / requests / complaints / questions, report out logged client communications to SCP Health's RCS Domains, and facilitate resolutions with SCP Health's RCS Domains to provide timely closure for the client.
• Schedule and conduct site visits to client facilities, as needed. Meet with key personnel including facility administration, the Medical Director, department heads and staff responsible for data and chart delivery. Identify challenges faced by the customers and develop workable solutions to solve their challenges.
• Serve as a Business Relationship Manager with our clients to increase the value realized from the services and products offered by SCP Health's RCS.
• Participate in strategic and implementation meetings, collaborating with peers and key stakeholders on the seamless execution of client business requirements, process improvement and integration.

Project Management

• Manage and lead new client or new project implementation activities to ensure appropriate and timely completion of required functions to begin providing services to the client, including completion of the Go Live Questionnaire and Client Matrix, development of workflow processes between the client and SCP Health RCS Domains, facilitation of Domain specific meetings with the client (i.e. for chart data exchange, provider enrollment data transfer, eCommerce establishment), and documentation of onboarding meetings.
• Participate in and/or lead client meetings on a monthly/regular cadence to report activity, key indicators, trends, and overall services results and recommend actions to improve performance and mitigate risks.
• Conduct client post go live reviews to identify any operational challenges and resolve start up issues.
• Develop and maintain detailed schedule and project plans for assigned projects associated with a specific business strategy.
• Act as the Project Manager for department projects of low to mid-level scope and complexity. May provide project support to senior team members, on more complex client projects.
• Develop and maintain close working relationships with the billing company staff (i.e., credentialing/scheduling, accounts receivable, documentation assurance, and finance departments) and clinical operations, and business development teams.

Data Analytics and Reporting

• Review client financials and monitor reimbursement, cash flow, fee schedules, and billing effectiveness. Analyze trends and coordinate with appropriate departments to troubleshoot delays in reimbursement, denials by payers, the appeal process for denied claims, and any facility related issues that may affect billing.
• Prepare, analyze client's billing data and deliver insights to client and operational teams, and other periodic reports as appropriate.
• Prepare and present Client Services activities in the RCS Monthly Operations Review meetings.
• Prepare and present Client Services activities, issues, and issue resolution to the Director of RCS Client Services weekly.
• Research root cause(s) of operation/billing concerns related to compliance.

Knowledge, Skills, and Abilities:

• Must be able to work independently
• Ability to work across collaborative interdisciplinary teams on system-wide initiatives
• Ability to complete multiple simultaneous projects and assignments in a timely manner or before deadline established
• Must be able to set priorities and demonstrate sound judgment in handling demands and scheduling of meetings
• Must be flexible, diligent, sincere, active, and enthused about the job
• Must exhibit strong skills in Microsoft Office including Excel, Word and Outlook
• Must be well organized and demonstrate exceptional time management and priority setting skills
• May be asked to travel with the possibility of extended overnight stays as needed
• Must communicate effectively with technical and non-technical personnel and all levels of management, staff, physicians, and other professionals both orally and in writing.
• Must be able to represent SCP HEALTH and the client as the local point of contact for Revenue Cycle Services, Marketing, Physician Relations, and Customer, Patient and Employee satisfaction.

EDUCATION (Required and/or Preferred):

• Bachelor's Degree or higher

FIELD OF STUDY (Preferred):

• Healthcare Administration
• Business Administration

SUPERVISION EXERCISED:

• None

QUALIFICATIONS:

Previous Experience:

• 1-2 years in healthcare billing, reimbursement, revenue cycle
• 3 years of Revenue Cycle Services experience
• 2 years of Client Services experience in a Healthcare environment
• 2 years Project Management experience
• Demonstrated experience, developing business process requirements, leading the planning and seamless implementation of business processes and other client integration initiatives.
• Experience managing multiple clients simultaneously
• Intermediate to Advance level with Microsoft Office, including Excel, Word and Outlook
• Experience presenting to C-Suite level executives
• Lean Six Sigma or other project management methodology experience

Certification and Licenses:

• LSS Green Belt or CAPM certification preferred or equivalent experience, coursework and technical training that provides the knowledge of project management principles, practices, methodology etc, required.

CONTACTS INSIDE AND OUTSIDE THE ORGANIZATION:

• Daily contact with external clients
• Frequent contact with all RCS domains and SCP Operational teams
• Frequent contact with executive, administrative and clinical leadership
• Intermittent contact with patients or patient advocates
• Occasional contact with external vendors

LOCATIONS:

• RCS Office Locations: Lafayette, LA or Dallas, TX
• Home Based
• SCP Executive Office: Atlanta, GA

TRAVEL:

• Travel as needed for key client meetings or company sponsored events such as corporate visits or business conferences

Pay Range:

56,947.00 - 84,297.00 USD annually

This range represents the anticipated base salary for this role. Actual compensation will be determined based on experience, qualifications, and internal equity considerations.

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including medical dental, vision insurance, a 401(k) plan with a company match, paid time off and holidays, professional development support, and employee wellness resources.