Director of Market Engagement -Referral Management & Analytics - South (TN, GA, AR, KY) Region

Elevate Patient Financial Solutions has an exciting career opportunity available as a Director of Market Engagementfor our Referral Management & Analytics service line. This position will require working central time zone business hours to support staff and client projects in the South (TN, GA, AR, KY) Region. This position requires traveling 30-50% of the time for client and business needs.

The Director of Market Engagement owns the client relationship on behalf of Elevate Patient Financial Solutions. This person develops a thorough understanding of each client's requirements and needs, monitors client results daily, weekly, and monthly, analyzes data, advises on performance, and recommends solutions to keep clients satisfied. The Director also handles day-to-day inquiries and communications with the client and internal support teams.

The Director builds strong relationships with executives and frontline operators at the market and facility levels so that concerns surface early and are resolved quickly. This role serves as the link between the client and Operations, relaying challenges, communicating limitations, and bringing back solutions, and works closely with the Sales team to uncover new opportunities and close existing ones.

Essential Duties and Responsibilities

Maintain a strong command of the services Elevate provides in the assigned market, including the EMRs covered and which facilities are in and out of scope for the engagement

Articulate challenges and barriers to facility-, market-, and corporate-level clients as needed, based on limitations in their covered market

Maintain healthcare industry, compliance, HIPAA, and coding and billing standards knowledge when presenting to the client

Monitor client results weekly and monthly, communicate those results to the client, and provide analysis and recommendations on overall performance

Develop analytics on an as-needed basis using data provided by the client or by Elevate to support performance reviews, problem solving, and decision making

Identify opportunities to maximize client revenue and satisfaction, and propose solutions for problem areas or unmet needs

Identify process or reporting gaps that may be causing issues within the client's functions, and drive recommendations to close them

Communicate laws, regulations, and Elevate policies and procedures to clients

Oversee minimum service expectations and ensure they are met for relevant clients

Establish and maintain positive working relationships with clients and their management teams

Develop relationships with operators and executives at both the market and facility levels

Partner with executives and frontline operators to understand their challenges, relay them to the Operations team, and, where appropriate, bring back and recommend potential solutions supplied by Operations

Share performance highlights and success stories with clients weekly

Track milestones such as anniversaries and birthdays and recognize them proactively with the client

Monitor for client escalations that have not received a response, route them to the appropriate person, and follow through to ensure the loop is closed with the client

Ensure pending client items are addressed and reach resolution

Help clients understand SOW and contractual limitations where appropriate, and help prevent scope creep

Identify pricing challenges and drive the process to address them internally and with the client

Add value to client relationships so Operations can focus more fully on operational needs

Produce management reporting that tracks client satisfaction and proactively alerts leadership to key issues or deteriorating client perception

Work with Operations and other internal resources to assess the status of client accounts, identify problem areas, and communicate Operations' efforts to address them through regular client contact

Document client communications and meeting outcomes in Salesforce

Oversee Action Plan responsibilities to ensure they are being acted on effectively

Review reports and notify Operations of problematic trends so they can be addressed proactively

Ensure client contact information is current and accurate

Establish meeting cadence with clients (weekly, monthly, etc.), schedule meetings, create and manage agendas, and manage meeting output

Lead and attend client calls as needed, and distribute meeting minutes and action items to attendees as appropriate

Be prepared to share highlights and areas of achievement, and present material so that Operations' attendance is not required whenever possible; exceptions include situations where the client is unsatisfied, an Action Plan is in place, or the call moves into detailed account-level analysis

Assist in preparing Year in Review meeting materials

Assist with contract negotiations for renewals and other sales opportunities

Assist with implementation for assigned clients, and facilitate internal and external implementation meetings using all available support resources

Partner with the Sales team on sales efforts and commitments as requested, review contracts and projections, and ensure a smooth handoff from Sales to Operations by overseeing client startup activities

Other duties as assigned.

Qualifications and Requirements

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities.
• Healthcare, revenue cycle, and scheduling operations experience preferred
• 2 years of previous client relations experience preferred
• Familiarity with EPIC, Meditech, or other EMR system
• Ability to build credible relationships with executives and frontline operators
• Ability to clearly explain challenges, limitations, and barriers to clients at the facility, market, and corporate levels
• Excellent presentation and facilitation skills
• Strong communication skills, written and verbal, and ability to work within a matrix organization
• Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels
• Ability to work independently and make sound, timely decisions
• Strong analytical and problem-solving skills, including the ability to build analytics from client- or Elevate-provided data
• Proficiency with MS Office, including Word, Excel, PowerPoint, and Outlook
• Ability to multi-task, with excellent organizational, planning, and prioritization skills
• Ability to adapt to change, interruptions, and distractions

Benefits

ElevatePFS believes in making a positive impact not only within our industry but also with our employees – the organization’s greatest asset! We take pride in offering comprehensive benefits in a vast array of plans that contribute to the present and future well-being of our employees and their families.

Medical, Dental & Vision Insurance

• 401K (100% match for the first 3% & 50% match for the next 2%)
• 15 days of PTO
• 7 paid Holidays
• 2 Floating holidays
• 1 Elevate Day (floating holiday)

Pet Insurance

• Employee referral bonus program
• Teamwork: We believe in teamwork and having fun together
• Career Growth: Gain great experience to promote to higher roles
• The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. This pay scale is not a promise of a particular wage.
• The job description does not constitute an employment agreement between the employer and Employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
• ElevatePFS is an Equal Opportunity Employer
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