AVP - Strategic Account Management - Healthcare

Role: Individual Contributor Role

The role of AVP of Strategic Account Management is a senior leadership position responsible for ensuring that the delivery organization is geared toward meeting and exceeding client SLA. This role is a client-facing role that would require :

- Thorough understanding of the client contract- specifically SLAs and related nuances.

- Understanding of the client environment (People, Process, and Technology), client perspective on deliverables, and process rigor

- Ability to push down client expectations to the broader operations organization.

- Front-end all client communication related to delivery and service levels.

- Ensure structured governance with Clients and Internal stakeholders.

- Ensure timely delivery of client deliverables - emails, reports, and decks.

- Ability to balance client and internal management expectations.

- Able to monitor operations with adherence to SLAs (internal and client-facing) across all functions of revenue cycle management.

- Ability to install process-specific checkpoints - that ensure deep visibility while staying out of the weeds.

- Ability to inspire organization for constant process improvement using Infinx/ Client software and workflows.

- Ability to lead by example- forward-thinking, task execution, and self-improvement.

- Ability to guide, enforce, and ensure delivery of value addition tasks.

- Ability to mentor and create second and third-level leaders.

In this role, the ideal candidate will oversee the following departments which support revenue cycle operations for strategic clients:

- Patient access (Scheduling, Pre-registration & Patient Intake)

- Coding, Charge Entry & Validation

- Revenue Integrity

- Patient Financial Services (Billing, AR, Posting, Denials & Underpayments)

- Customer Service

- Credentialing

Strategic Account Planning:

- Develop and execute strategic account plans for strategic clients.

- Align account strategies with the organization's overall business objectives.

- Ensure that contracts are properly executed and that both parties adhere to agreed-upon terms.

- Raise the bar of engagement and delivery to come across as a partner rather than a vendor.

- Become a healthcare / RCM expert thus enabling value conversations with Clients down to any depth.

- Manage VOC and customer Satisfaction for the account through governance and timely detection and prevention of issues while aligning with the client's business objectives.

Client Relationship Management:

- Build and maintain strong relationships with key clients, including C-level executives.

- Act as a trusted advisor to clients, understanding their business needs and challenges.

- Serve as the primary point of contact for escalations and issue resolution.

Account Management:

- Coordinate with the Operations team, Enabling functions, and onsite client services team.

- Drive teams to achieve agreed SLA / Metrics by optimal use of resources, review & and execution of identified action plans and team performance reviews

- Set performance goals, provide coaching and guidance, and ensure the team is aligned with the organization's and client's strategic goals.

- Proactively identify areas of improvement in overall performance and provide direction to the Delivery Organisation (Analyze business metrics trends, potential issues and escalations, Client feedback & business strategy/goals)

- Embrace escalations and identify opportunities from clients / Client Services / or sales leader. Run toward "smoke" as if you were literally on fire. Track "smoke" on a monthly basis. Fix the root cause of the issues

Financial Management:

- Monitor the financial performance of key client accounts, including revenue, profitability, and budgeting.

- Ensure that revenue targets and profitability goals are met or exceeded.

Strategic Analysis and Decision-Making:

- Use data and insights to make informed strategic decisions regarding account management and growth.

Risk Management:

- Identify and mitigate risks associated with strategic accounts.

- Ensure that all client activities comply with relevant regulations and internal policies.

Cross-functional Collaboration:

- Collaborate with various internal departments to deliver value to clients and address their needs.

Performance Metrics and Reporting:

- Define and track key performance indicators (KPIs) for strategic accounts.

- Prepare and present regular reports on account performance to senior management and stakeholders.

Customer Feedback and Improvement:

- Gather and analyze customer feedback to identify areas for improvement in products or services.

- Work with relevant teams to implement changes and enhancements based on client input.

Innovation and Technology Utilization:

- Stay updated on emerging technologies and industry best practices.

- Leverage technology and tools, including CRM systems, to streamline account management processes and improve efficiency.

Long-term Relationship Building:

- Focus on building long-term, mutually beneficial relationships with key clients that go beyond transactional interactions.

The Director of Strategic Account Management plays a critical role in meeting and exceeding client expectations, driving revenue growth, ensuring client satisfaction, and contributing to the overall success of the organization by effectively managing and expanding key client relationships.

Experience:

- Requires a minimum of ten (15) years of progressively responsible Revenue Cycle experience preferably in a large, complex healthcare organization that demonstrates a deep understanding of the required knowledge, skills, and abilities with a minimum of seven (7) years at the leadership level

- Experience must include demonstrated healthcare knowledge regarding patient scheduling, patient registration, coding, revenue integrity/chargemaster, billing, collections, denial management, and related leadership ability including management of staff, budgets, and multiple functional areas

- Experience with responsibility for a large (at least 200+) group of employees including P&L ownership

Skills and Education:

- Bachelor's/PG degree or equivalent experience required.

- Thorough understanding of RCM.

- Requires the ability to demonstrate initiative, exercise good judgment, and achieve results; and demonstrate success in building collaborative, high-performing teams characterized by hands-on, results orientation aligned with strategic plans and goals.

- Requires excellent written, oral, interpersonal, and presentation skills.

- Must demonstrate the ability to manage and lead large organizations through periods of rapid and numerous changes.

- Must be able to decide how to allocate people, time and other resources to create, execute, and accomplish an operating or project plan on time and within budget.

- Must have solid analytical and problem-solving skills along with the ability to utilize the appropriate management techniques to plan, organize, control and coordinate activities.

- Must be able to manage priorities in a dynamic environment and adapt to change quickly and positively.

- Must demonstrate ability to be self-directed, as well as demonstrate excellent organizational, analytical and interpersonal skills.

- Must be able to work as a team member with peers, other managers, staff and senior leadership.

- Must possess good customer service and communications skills, the ability to work with professionals and maintain confidentiality standards.

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