Senior Director, Client Services

Why work at nimble? 

This is a great opportunity to join a well-established and market-leading brand serving a high growth end market while gaining valuable experience working closely with Executive leadership. As an organization, we are in high growth mode through acquisition with a laser focus on positive culture building! 

Who we are!

nimble solutions is a leading provider of revenue cycle management solutions for ambulatory surgery centers (ASCs), surgical clinics, surgical hospitals, and anesthesia groups. Our tech-enabled solutions allow surgical organizations to streamline their revenue cycle processes, reduce administrative burden, and improve financial outcomes. Join more than 1,100 surgical organizations who trust nimble solutions and its advisors to bring deep insights and actionable intelligence to maximize their revenue cycle. As our organization continues to grow, we are currently seeking a Senior Director, Client Success to partner with our key customers to ensure an exceptional customer experience. 

As the Senior Director of Client Success, you will be responsible for overall client management and work directly with cross functional departments for your assigned portfolio of clients. The ideal candidate has management level experience in either client services or RCM operations. Including leading teams and collaborating with cross functional teams to ensure client results are delivered. The ideal candidate will have sense of urgency, drive client results and ability to mentor and lead team.

What you'll be doing... 

People Leadership

• Responsible and accountable for Client Manager team of 4-5 client managers
• Create OKRs and cascade to Client Success Directors and Client Managers and ensure OKRs are implemented, and team is driving toward with measure results and outcomes
• Holds team accountable for meeting OKRs 
• Drives performance through established departmental KPIs (key performance indicators) and holds team accountable. 
• Develops and coaches underperformers
• Accountable for driving team members to meet and exceed goals and provide detailed feedback to team and leadership if the goals are not met
• Responsible for approving  weekly timesheet and time off requests
• Take lead role and accountable for training and driving development plans for teams
• Responsible for conducting regular 1:1s with direct reports and conducting quality annual performance reviews
• Responsible for providing regular coaching and feedback to team members and direct reports

Client Management

• Overall management, servicing, and profitability of assigned client accounts and meeting established objectives for their portfolio of clients
• Organizing, managing, coordinating, and communicating activities of the account to invested parties
• Functions as an account executive and as the primary liaison between their assigned clients and is responsible for coaching and developing the client services team members in delivering quality client service
• Serves as the primary point of contact for assigned clients and promptly responds to all client inquiries
• Engages in regular client interaction via e-mail, conference calls and in-person visits to ensure customer satisfaction
• Interfaces with assigned client service team members to ensure the appropriate preparation, analysis and presentation of all client deliverables ensuring their accuracy and overall quality
• Identifies potential problems with client accounts before they occur and works to eliminate future occurrences
• Ensures that all appropriate resources are available and utilized effectively to maximize account performance
• Monitors, evaluates, and reports on billing effectiveness/cash flow and makes recommendations to increase productivity and profitability. 
• Remains current on payment trends and coding and payer requirement changes. Acts upon variances to explain, correct or enact desired process improvements. 
• Generates client ad hoc reports upon request
• Participates in departmental, training and staff meetings
• Adhere to all compliance and company policies and procedures.  
• Maintain strict patient confidentiality policies (both medical and financial – HIPAA)
• Ability to perform other job duties upon request

Who you are....

• 7+ years’ experience in revenue cycle management. This should include at least two years in accounts receivable, coding or managed care contracting. ASC billing experience preferred
• Proficient knowledge of third-party billing and claims processing procedures. This should include a solid understanding of the current regulatory environment
• Experience using Practice Management and EMR systems as it relates to production and client reporting.  
• Strong analytical and critical thinking skills  
• Strong communication skills; verbal and written
• Ability to work with a high degree of independence; must be proactive 
• Proven client relationship skills; must be able to work effectively with physicians and senior management

Key Competencies

• Drives Results. Consistently achieves results, even under difficult circumstances. Fosters a sense of urgency in the team for reaching goals and meeting deadlines. Readily takes action on challenges, identifies and seizes new opportunities; Leads others to persist despite setbacks or obstacles; Establishes clear responsibilities and processes for monitoring work and measuring results
• Communicates Effectively. Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Provides timely and helpful information to others across the organization; Encourages the open expression of diverse ideas and opinions; Picks up on situational cues and adapts personal, interpersonal, and leadership behavior to fit
• Quality Decision-making. Makes sound decisions, even in the absence of complete information; Considers all relevant factors and uses appropriate decision-making criteria and principles; shows courage in speaking up in driving appropriate decisions for the organization based on sound risk/reward analysis
• Customer Focus. Gains insight into customer needs; Identifies opportunities that benefit the customer; Builds and delivers marketing messaging and solutions that meet customer expectations.

Work Environment: Remote, 25% travel