Coordinator, Client Services

Job Summary

The Client Delivery Coordinator manages overall Client Delivery initiatives, projects and procedures. This position facilitates the capture, flow, and monitoring of Client Service’s key initiatives, develops initiative tracking and trending tools for management and adheres to goals/objectives. With some supervision, maintains communication with key stakeholders and ensures responsible parties meet expected deadlines. The coordinator ensures procedures are documented surrounding expectations for Client Delivery. Individual must have a good understanding of the entire revenue cycle, including front end, middle and back-end services, working to improve the overall revenue cycle processes and efficiencies. This person must contribute to the Client Delivery team and organizational goals and is responsible for meeting the mission and goals of Ensemble Health Partners. The coordinator will work closely with the Managers, Directors, Senior Director, and AVP of Client Delivery to align processes and procedures within a client or across multiple clients. The coordinator assists with new Client and Client Delivery leader onboarding and other projects as assigned. The coordinator reports directly to the Client Delivery Director. The coordinator has no direct reports. Travel may be required depending on assignment.

Job Competencies

Valuing Differences – Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas. Considers the collective.

Collaboration – Works cooperatively within teams and partners with others, both internally and externally as needed, to achieve success; focuses on the results of the team, not the achievements of one person. It’s “All for One and One for All”

Accountability – Accepts personal responsibility and/or consequences of failure and successes, delivering on commitments and refocusing effort when needed. Someone who is willing to step up and own it.

Time Management – Effectively manages personal time and resources to ensure that work is completed efficiently.

Developing Trust – Gains others’ confidence by acting with integrity and following through on commitments; treats others and their ideas with respect and supports them in the face of challenges.

Takes Initiative – Takes prompt action to accomplish goals and achieve results beyond what is required; is proactive and pursues relentlessly.

Essential Job Functions

Client Integration & Strategic Alignment

• Supports key revenue cycle operations, onsite client initiatives, and organizational initiatives.
• Facilitates implementation of Ensemble Process, Technology, and Training Best Practices initiatives across Front, Middle, and Back-End Revenue Cycle.

Performance Management

• Under the direction of Client Services Leadership, Supports the development of project plans and timelines for performance improvement projects.
• Maintains deep understanding of Ensemble’s Client Delivery policies and procedures. Actively monitors assigned clients for adherence to those standards and implements corrective action plans when standards are not met.
• Monitors client KPIs. Develops weekly/monthly status reports of Client Performance, Exceptions, and Deliverables to ensure agreed upon targets and timelines are met.
• Through reporting, monitoring, and communication, the coordinator supports adherence to specific objectives and performance standards as defined by client and statement of work, including but not limited to, AR aging, denial management, self-pay and POS/patient experience improvement.
• Maintains up-to-date knowledge of Operational Best Practices, Regulatory Policies, and Payers trends as they effect Client Performance, Compliance, or Relationship.
• Identifies gaps in client support/performance and proposes solutions (e.g. technology, services) to drive performance improvement.

Relationship Management

• Has strong interpersonal skills and proven ability to build relationships and organization alignment, influence decisions, engage onsite operational teams and drive results.
• Participates and leads program level meetings with program stakeholders.
• Assists client leadership in understanding back-office metrics, tools, and reports.
• Facilitates client meetings to review the revenue cycle operations performance and opportunities for improvement, strategic initiatives, partnership opportunities and escalated client support needs
• Interprets large data sets and creates analyses, scorecards, and visuals which provide transparency and drive operational performance
• Promptly escalates operational and/or client concerns to Ensemble leadership.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Associates may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.

Other Knowledge, Skills, And Abilities

• Highly organized, proactive, self-driven
• Intermediate Outlook, PowerPoint, Excel skills required (Advanced MS Applications skills preferred)
• Ability to read and interpret payor and regulatory publications/updates
• Ability to document procedures
• Comfort level interacting with Senior Leaders and Executives
• Project Management Skills preferred
• Effective Communication Skills
• Experience in a healthcare environment is preferred, ideally working in analytics, project management, or revenue cycle operations role.

Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Scheduled Weekly Hours

40

Work Shift

All (United States of America)

We’ll Also Reward Your Hard Work With

• Great health, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Paid time off
• Tuition reimbursement
• And a lot more

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact our Human Resources Department at 877-692-7780 or [email protected]. This department will make sure you get connected to a Human Resources representative that can assist you.

EEO is the Law

FMLA Rights – English

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