VP, Client Delivery

Vice President, Client Delivery II

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

The Vice President, Client Delivery II is responsible for leading client success across one or multiple clients. The VP maintains detailed knowledge of and may perform all duties of the Site Directors for assigned site(s) in addition to oversight, management, growth, and development of their onsite operations team. Ensures optimal performance and adherence with Ensemble's Client Delivery Management Model. The VP is closely involved with client engagement, performance improvement, strategic planning, and best practice integration across the Revenue Cycle, and works closely with Ensemble and Client Executive leadership to communicate results and escalations according to Ensemble's internal guidelines. The VP may act as the first or second tier point of contact for the client for all revenue cycle related requests. 10+ Acute Facilities or $3B+ Net Revenue Under Management. For dedicated client leaders: $1B+ Client Oversight or Operational Oversight (including Front End, Middle Revenue Cycle, or Business Office), or Oversight of 6+ Clients

Job Competencies

Leadership Decision Making: Makes day-to-day leadership decisions by securing and comparing information from multiple sources to identify issues; commits to an action after weighing alternative solutions against important criteria; effectively communicates decisions to the appropriate people and teams and holds them accountable. Drives results.

Coaching & Building Talent: Achieves results through other leaders by empowering them and providing feedback, instruction and development (coaching the coach) to develop their own associates; plans and supports the growth of individual skills and abilities in preparation for their next role (building bench); focuses on retention of high performers.

Delegation: Successfully shares authority and responsibilities with others to move decision making and accountability downward through the organization while accomplishing strategic priorities; maintains personal ownership of outcomes without excessive involvement.

Leading Teams: Inspires and sustains team unity and engagement by developing, motivating, and guiding the team to achieve results together through productive relationships and work.

Executive Communication: Clearly and succinctly conveys information and ideas; communicates in a focused and compelling way that captures and holds others' attention (appropriate, impactful, and clear).

Program/Project Management: Demonstrates high accountability and responsibility for projects and programs from inception through completion/implementation; manages budget and resource planning and awareness to ensure maximized output, reduced waste and exceptional results.

Essential Job Functions

Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

Striving for Excellence: Execute at a high level by demonstrating our "Best in KLAS" Ensemble Difference Principles and consistently delivering outstanding results.

Client Integration & Strategic Alignment

• Defines and establishes strategic direction, priorities, accountabilities, and ongoing quality improvement related to onsite Revenue Cycle operations in conjunction with centralized Revenue Cycle operations leadership.
• Conducts client analyses and provides recommendations, requiring strategic innovative thinking skills, and complex cross-functional operations experience.
• Creates and maintains onsite operations strategic integration plans with clearly defined objectives, desired outcomes, and timelines of implementation.

Performance Management

• Develops long-range strategic plans for systems and processes that support a high performing, patient-centered revenue cycle.
• Develops strategies to identify root cause surrounding client issues and concerns and works with revenue cycle or onsite leadership at client site to create processes to address those issues and potential improvements.
• Maintains strong understanding of revenue cycle metrics and leads team in building plans to support operational departments to achieve best practice performance through strong analytical capabilities, process improvement identification, and technology enhancements.
• Develops strategy to impact poor performance and directs the implementation and client buy-in for recommended solutions.
• Develops/ adheres to specific objectives and performance standards as defined by client and statement of work, including but not limited to, AR aging, denial management and self-pay and POS collections / patient experience improvement.
• Responsible for influencing change related to the key functions of Revenue Cycle.
• Collaborates with various revenue cycle departments to obtain innovative initiatives to achieve optimal results.
• Identifies gaps in client support/performance and proposes solutions (e.g. technology, services) to drive performance improvement

Relationship Management

• Has strong interpersonal skills and proven ability to build relationships and organization alignment, influence decisions, engage onsite operational teams and drive results.
• Participates and leads program level meetings with program stakeholders.
• Works closely with CFO and other client leadership to support analysis, reporting and service line development
• Acts as Client Revenue Cycle expert and ensures prompt communication of emerging changes related to payer policies, contracting, regulatory updates and compliance requirements
• Facilitates monthly client meeting to review the revenue cycle operations performance and opportunities for improvement, strategic initiatives, partnership opportunities and escalated client support needs
• Provides weekly and monthly standard reports to client leadership.
• Promptly escalates operational and/or client concerns to Ensemble leadership

People Management

• Proactively Plans for succession in key positions and leads the planning for coverage when vacancies occur (utilize Float pools where applicable) to eliminate the negative impact to facilities experiencing vacancies
• Participates in Candidate identification and consideration when filing open positions.
• Leads the process for onboarding new Leadership at assigned locations.
• Performs staff reviews and prepares performance documents for direct reports.

Employment Qualifications

Legally Required License / Certification (Ex: MD, RN, LPN, etc.) ONE CERTIFICATION PER FIELD

Ensemble Required License / Certification (Ex: CRCR) ONE CERTIFICATION PER FIELD

CRCR

Or other approved job relevant certification.

Desired Work Experience

Job ExperiencePeople Leadership Experience

7 to 10 Years

5 to 10 Years

Desired Education

Education LevelPreferred Area of Study

Bachelors Degree or Equivalent Experience

Business

Other Preferred Knowledge, Skills and Abilities

Exhibits strong strategic, analytical, project management, communication, and team leadership skills.

Willingness to learn new technology, tools, and procedures to address short term and long challenges.

Ability to build and maintain relationships with key internal and external stakeholders.

Participates in the organization's continuing reassessment of its growth and operational efficiencies.

Communicates effectively while presenting complex information to technical and non-technical audiences.

Demonstrates the ability to maintain standards of confidentiality.

Demonstrates high proficiency in Microsoft Office Suite, including PowerPoint, Excel, Word, Outlook, Teams.

Experience leading and communicating complex strategic business issues.

Ability to develop and drive strategy through various perspectives and by analyzing information.

Demonstrate a high level of executive presence through a personal approach that is poised, credible and confident supported by strong communication.

Ability to drive efficiency and scalability to expected outcomes.

Working Conditions

EnvironmentApplicable

Requires Long Distance or Air Travel

Yes

No

Requires Travel to Various Work Locations by Car

Yes

No

General Office Environment or Work From Home

Yes

No

Clinical Environment - (Exposure to common hazards present in a healthcare facility including but not limited to; blood and other infectious materials, latex products, physical altercations and verbal abuse, high noise levels, and bright lights)

Yes

No

Physical Requirements

Physical Demand

TaskFrequency

Lifting/ Carrying 50 lbs or less

Never

Rarely

Occasionally

Frequently

Lifting/ Carrying 51 lbs or more

Never

R