What are the responsibilities and job description for the Director, Client Integrations position at Ensemble RCM LLC?
Thank you for considering a career at Ensemble Health Partners!
Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.
Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference
The Opportunity:
The Director of Client Delivery Excellence will play an essential function in the review, recommendation, communication and implementation of best practices across the Client Delivery team. This role will be responsible for planning, developing, organizing, and executing Client Delivery and/or Operational initiatives, projects, and procedures. Expectations include leading, provide regular support and project management to the Client Delivery Excellence team, while promoting a culture of innovation, continuous improvement, process optimization, and standardization. The Director of Client Delivery Excellence is responsible for determining the optimal approach, planning, and implementation of key initiatives applicable including but not limited to training and onboarding, client satisfaction, new client assessments and integrations, client facing document governance, and CRM development and support. This role requires alignment with key stakeholders across the organization, including partnerships with Operations leaders to align processes and identify opportunities that will result in process efficiencies, continuous improvement, and overall client satisfaction.
Develops project plans and timelines for key Client Delivery, revenue cycle operations, client performance, and organizational initiatives. Oversees projects independently from inception to completion.
Responsible for ownership of reporting, monitoring, communication, and performance standards as defined by client and statement of work.
Articulates in writing plans with deliverables, timelines, and formal tracking process.
Develops and maintains intake process, project tracking tools and reporting. Ensures team is aligned expectations and achieving key milestones, timelines, and deliverables, escalating barriers to Client Delivery Excellence leadership
Development, oversight, maintenance, coordination, and communication of key Client Delivery responsibilities, expectations, and deliverables across business units.
Oversees client satisfaction measures such as the KLAS program. Creates and leads action planning, reporting, and communicates as applicable based on KLAS feedback.
Oversees collection and validation of CRM-related initiatives, ensuring client contacts are updated timely and accurately.
Development, oversight and governance of standard policies, procedures, templates and resources that support key Client Delivery expectations and responsibilities, ensuring alignment across all Client Delivery business units.
Develops, maintains, and implements Client Delivery training and onboarding program, ensuring alignment across both acute and physician Client Delivery teams. Ensure timely and ongoing training of Client Delivery and Revenue Cycle standards and best practices.
Leverages new and/or existing technology to identify opportunities to improve training and education.
Responsible for overall project oversight and management for key revenue cycle operations, client performance, and organizational initiatives.
Prepares and presents high-quality reports and presentations; reviews findings and provide recommendations to direct leadership for review and approval.
Monitors client KPIs at a high level and escalates variances to client leadership. Develops weekly/monthly status reports of Client Performance to ensure contractual SLA’s are met.
Maintains up-to-date knowledge of Operational Best Practices, Regulatory Policies, and Payor trends as they affect Client Performance, Compliance, or Relationship
Identifies gaps and propose solutions to improve performance, streamline existing processes, improve communications, enhance relationships, and/or align best practices.
Takes ownership of and fosters critical relationships between Centralized Operational Excellence (COE), Operations, Marketing and Communications, Compliance and Technology teams to align processes and client communications.
Effectively manages and resolves escalated issues and facilitates critical conversations.
Leads and facilitates project and initiative-based meetings with program stakeholders.
Promptly escalates operational and/or client concerns to Ensemble leadership.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Associates may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.
Join an award-winning company
Three-time winner of “Best in KLAS” 2020-2022
2022 Top Workplaces Healthcare Industry Award
2022 Top Workplaces USA Award
2022 Top Workplaces Culture Excellence Awards
Innovation
Work-Life Flexibility
Leadership
Purpose Values
Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:
- Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
- Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
- Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
- Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.
Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.
Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.
This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.
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