Client Implementation Manager

About the role

The purpose of this role is three-fold.  First and foremost, this role is responsible for bringing clients onto the services platform and implementing the agreed upon services with excellence.  This is the hand off from sales to service.  There will be a primary focus on RCM/Billing Services as this is our primary line of service, but all lines of service are relevant.  Within the Billing Department, software (client PM/EMR/Billing system) is paramount, so this role is responsible for implementing new clients on new software and/or established clients on software transitions AS WELL AS established clients signing up for new services. Second, Customer Happiness as a name is the goal.  This role is responsible for account oversight ensuring each customer receives quality service from each service department cohesively and with excellence Lastly, and most importantly, this role is responsible for customer success on an ongoing basis via check ins and Quarterly Business Reviews assessing the health of the client and the positive impact of our services as well as opportunities for improvement. 

What you'll do

• Manages New Client Implementations spearheading transition from sales to service.  Successful implementation means the client feels a seamless transition into the ongoing services team and can hit the ground running with software/services without issue/hiccup. 
• Manages Software Implementations for PM/EMR/Billing Systems including sitting in on client/software onboarding calls, ensuring software implementation is successful, ensuring the client has a command of the software such that Auctus services will be successful, coordinating with internal Auctus departments to ensure tasks are handed off successfully (e.g., Clearinghouse set up, EDI/EFT enrollments to CCServices and/or Authorization implementation) 
• Manages Established Client Implementations to new service lines ensuring that the service onboards smoothly and coordinates/collaborates with other current Auctus service departments (e.g., Billing needs to know when Authorization onboards and begin coordinating with them rather than office resources). 
• Manages Established client software transitions such as planning, training, execution of all project tasks including but not limited to, internal training, external training, Clearinghouse set up, data transition of financial figures, workflow transitions for aged AR and patient AR, data entry backlogs, etc. 
• Responsible for Customer Engagement on Quarterly business reviews outside of the Implementation period.  The client should feel like they have an extra expert in the view who is looking globally at the practice and needs while we address our service success and feedback with the ongoing service team(s). 
• Responsible for identifying and introducing service upsells to active clients and reintroducing sales to complete the transaction (e.g., billing client might be a good candidate for auths).  This would include upsell opportunities and new technology enablement. 
• Responsible for customer quality scores and improvement opportunity identification/success. 

Qualifications

• 5+ years’ experience in medical billing, with knowledge of current trends in across payer-mix. 
• 5+ years’ experience in client management.  Outpatient facility coding is strongly preferred. Plastic surgery and dermatology experience is strongly preferred. 
• Bachelor’s or Associate's Degree from an accredited college or university in healthcare administration, business, accounting, or finance 
• Ideal candidate will have experience in a multi-entity organization in the healthcare industry 
• Familiarity with Electronic Health Records (EHR) systems is required  
• Experience with clearinghouse software and oversight of claims submission processes required