Director Client Delivery II

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. Makes leadership decisions by gathering insights from multiple resources and analyzing data that informs decisions and action.

Coaching & Building Talent – Achieves results by exercising influential leadership; empowering the team and providing impactful feedback, instruction, and development (coaching the coach) of their associates. Plans and supports the growth of individual skills and abilities in preparation for their next role (building bench); focuses on development and 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.

Executive Communication and Presence- Clearly and succinctly conveys information and ideas; communicates in a focused and compelling way that captures and holds others’ attention (appropriate, impactful, and clear). Acts with utmost professionalism at all times. Build increasing emotional intelligence by actively seeking new ways to grow skills and demonstrate courage and confidence in all leadership interactions. Utilizes business acumen through knowledge and industry changes to understand and improve individual performance, team impact, and organizational results.

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. Drives results through team engagement on critical priorities, measures progress, and ensures accountability to align performance with strategic goals.

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.

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

• Oversight of Client operations, including but not limited to: Tracking and presentation of key performance indicators and service level agreements, director oversight to improve operational performance in both the client setting and centralized environments, identification, and overall direction for successful completion of projects.
• Monitors and manages cash flow to ensure achievement of client goals as well as proactively manage to SLA requirements
• Monitors daily unbilled and drives performance onsite for unbilled management and denials reduction in conjunction with client leaders and departments
• 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.
• Articulates in writing plans with client deliverables, timelines, and formal tracking process.
• Monitors bad debt and identifies process issues/improvements in areas such as registration, upfront collections, Medicaid eligibility
• 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
• Assists client leadership in understanding back-office metrics, tools, and reports.
• 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

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.

Understanding of organization context and be able to identify and engage relevant stakeholders to remove barriers.

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

CRCR

5 to 7 Years

3 to 5 Years