VP of Implementation and Delivery Management

Job Description

Client Summary:

• Specializes in optimizing efficiency and cost reduction for payers, providers, and pharmaceutical companies.
• Provides technology-driven services to streamline medical billing, coding, and collections processes.
• Features the world's largest medical coding team alongside proprietary technology and analytics for unparalleled effectiveness.

Position Responsibilities:

• Develop and implement a comprehensive client success strategy that aligns with the organization’s goals and objectives.
• Build and maintain strong relationships with key clients, acting as a trusted advisor and partner.
• Proactively identify areas of opportunity and implement solutions in conjunction with the operations leadership teams.
• Oversee the account management team and ensure that all client needs are met in a timely and professional manner.
• Monitor client satisfaction and identify opportunities for improvement.
• Collaborate with cross-functional teams to ensure that client needs are integrated into service delivery processes.
• Develop and implement client retention strategies to ensure high levels of client satisfaction and loyalty.
• Identify opportunities for client growth and work with cross-functional teams to capitalize on these opportunities.
• Monitor and analyze client data to identify trends and opportunities for improvement.
• Stay up to date on industry trends and best practices in client success and incorporate these into the organization’s client success strategy.
• Provide regular reports to executive leadership on client success, performance and progress.
• Collaborate with the marketing team to develop and implement marketing campaigns that support client growth and retention.
• Develop and monitor key performance indicators (KPIs) for assigned clients and ensure that the team is meeting or exceeding these KPIs.
• Manage the P&L for assigned clients, ensuring that revenue and profit goals are met.
• Work closely with offshore and onshore indirect teams to ensure that all operations activities are aligned and coordinated.
• Oversee contract management and service level agreements (SLAs) to ensure that all client commitments are met.
• Lead the adoption and implementation of Robotic Process Automation (RPA) technologies to improve efficiency and effectiveness of client success activities.
• Set priorities for solution development and implementation based on client needs and market trends.
• Manage relationships with vendors and partners to ensure that client success activities are supported by high quality products and services.
• Leverage opportunities to expand services within existing client base.
• Participate with Sales and Solutions teams for new client proposals.

Key Success Indicators/Attributes:

• Analytical mindset with the ability to analyze client data and identify trends and strategies.
• Proven track record of building and maintaining strong client relationships.
• Excellent communication, negotiation, and interpersonal skills.
• Strong leadership and management skills.
• Strategic thinker with the ability to develop and implement effective client success strategies.
• Strong team management skills, with experience hiring, training, and managing a high-performing team.
• Proven experience setting priorities for solution development and implementation.
• Strong understanding of payers and claims management best practices.
• Strong vendor management skills, with experience managing relationships with vendors and partners.

Experience & Skills:
Required Experience and Qualifications:

• Bachelor's degree in business, marketing, or related field.
• 10+ years of RCM experience in the durable medical equipment/medical device space.
• 10+ years back-end collections and cash posting experience.
• 10+ years of experience in client success, operations, or related field.
• 10+ years of experience working with teams in India and the Philippines, with a strong understanding of cultural nuances and effective communication strategies.
• Experience influencing indirect teams and working with or for an outsource partner.
• Experience in high claim volume RCM, preferably 2M annual claims, minimum 1M annual claims

Preferred Experience and Qualifications:

• Experience with NIKO Health

Compensation $175k-$200k

• Robust Education Programs: Reimbursement towards CEUs, professional developmentContinuing Education: Free coding manuals, monthly webinars, access to learning labs and refresher courses
• Opportunities for Advancement
• Robust Benefits Program