GeBBS Healthcare Solutions - Client Relationship Manager

Job Title: Manager/Senior Manager

Department: Client Relationship Management

Location: Airoli, Navi Mumbai

Shift: Night Shift

Duties & Responsibilities:

Relationship Strategy:

- The Client Relations Manager (CRM) will oversee and manage client engagements with a focus on client deliveries and satisfaction. This includes developing new business opportunities within existing accounts and collaborating with the client and operations teams to create implementation plans and establish terms of agreement.

- The CRM serves as the primary liaison between the client's mid to senior management staff and the Managers/Directors of Global Operations, ensuring that any issues or escalations are addressed promptly and to the client's satisfaction. Follow-through is essential to check progress and output consistency.

- The CRM will communicate regularly with the Client Relationship Director (CRD) regarding farming and sowing opportunities and will make regular onsite visits to clients to build rapport and explore new opportunities.

Client Servicing & Delivery:

- The candidate will be responsible for the successful kick-off and implementation of new or expanded Revenue Cycle Management (RCM) projects, from the pilot test phase through training. This includes participating in knowledge transfer and aiding in process documentation. The candidate will finalize and present the Work Process document to the client for approval.

Financial Management:

- Conduct practice assessments for prospective clients and provide findings reports to highlight areas of business improvement and revenue leakage.

- Monitor service productivity and quality through reports provided by operations to ensure SLAs are being met.

Quality Control:

- The CRM is responsible for tracking escalated issues and reporting them to the Operations & CRM leadership.

- Review weekly project trackers and conduct state-of-the-client discussions with CRM and Operations.

- Participate in strategic and tactical Client/Operations calls to propose solutions and maintain focus on opportunities.

Internal Team Management:

- Guide the Operations team on RCM compliance regulations and provide feedback on in-house policies and procedures. Document and educate in-house management on client compliance requirements.

- Responsible for weekly meetings with the Operations Manager to discuss:

- Production: Shifts in inventory, changes in scope, and obstacles contributing to production slowdowns (e.g., coding volume reductions, difficulties in accessing EMR, etc.).

- Quality: Review internal quality scores and identify any training needs.

- Staffing: Review any changes in staffing (new hires/terminations, etc.).

- Relay any applicable issues gathered from the meeting to the client.

Skills Required:

- Experience in Client Relations Management/Key Account Management within the US healthcare domain.

- Strong revenue cycle data analytics skills and understanding of KPI reporting.

- Willingness to travel to the US if required.

- Experience in transition management will be an added advantage.

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