Leads healthcare client operations across multiple accounts, maintaining client relationships, monitoring performance and financial metrics, adjusting staffing, supporting business development, and resolving service issues. Recruits and evaluates employees, ensures regulatory compliance including HIPAA, collaborates with sales and IT, and travels extensively to support clients and operations.
Hybrid Director of Client Operations - Virginia–D.C. region
Summary of Position
The Director of Client Operations is dedicated to achieving total client satisfaction in the delivery of our services, primarily through leading client teams for dedicated accounts. Successful Client Directors establish and maintain strong relationships by collaboratively and effectively communicating with key clients as well as internal leadership, and our other business units. Our ideal candidate is a self-directed, creative, highly adaptable problem solver with excellent communication and leadership skills who enjoys working in a fast-paced, dynamic environment.
Duties & Responsibilities
- Implements and manages multiple client accounts within an assigned territory
- Manages client needs by maintaining regular correspondence via site visits and telephone check-ins
- Maintains and monitors account metrics to assess performance
- Responds to all client concerns in a timely and professional manner
- Demonstrates a thorough understanding of financial metrics that drive the Company’s business including revenue mix, revenue per business day, labor per payroll day, and labor productivity standards
- Uses metrics to manage client accounts and adjust staffing needs
- Develops new business opportunities with existing customer bases
- Partners with sales team to pursue and close new business
- Provides client support and guidance related to new product and service offerings
- Helps to develop and review sales proformas and contracts, evaluates for operational implementation
- Recruits, hires, and trains new team members
- Evaluates staff performance
- Troubleshoots service issues and partners with IT to resolve escalated matters
- Carries out responsibilities in accordance with Company policies and procedures
- Monitors work processes to ensure they comply with applicable regulations, including HIPAA, state/federal regulations related to operations and labor regulations
- Performs other duties, as assigned, to ensure effective operation of the department and the Company
Minimum Qualifications
- Bachelor’s degree in Business/Medical Management
- Minimum of 4 years’ management experience in a healthcare setting
- ROI experience required
- RHIT certification, preferred
- A valid driver’s license and a history of safe driving
- Demonstrated leadership and decision-making skills
- Ability to communicate effectively with clients, staff members and management
- Able to effectively manage others including tracking and monitoring productivity, providing appropriate feedback to employees on a timely basis and driving desired results
- Strong listening and problem-solving skills
- Ability to maintain confidentiality
- Self-motivated and results-oriented while working with minimal supervision
- Strong computer skills
- Self-starter with the ability to quickly learn new things
- Ability to multi-task and work in a fast-paced, dynamic environment
- Ability to travel at least 75% of the time
- Capable of living and promoting Verisma Core Values
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