Client Delivery Coordinator

CAREER OPPORTUNITY OFFERING:   

• Bonus Incentives   
• Paid Certifications   
• Tuition Reimbursement   
• Comprehensive Benefits   
• Career Advancement   
• This position starts at $63,100.  Final compensation depends on experience.  

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 Client Delivery Coordinator manages overall Client Delivery initiatives, projects, and procedures. This position facilitates the capture, flow, and monitoring of Client Service’s key initiatives, develops initiative tracking and trending tools for management and adheres to goals/objectives. With some supervision, maintains communication with key stakeholders and ensures responsible parties meet expected deadlines. The coordinator ensures procedures are documented surrounding expectations for Client Delivery. Individuals must have a good understanding of the entire revenue cycle, including front end, middle and back-end services, working to improve the overall revenue cycle processes and efficiencies. This person must contribute to the Client Delivery team and organizational goals and is responsible for meeting the mission and goals of Ensemble Health Partners. The coordinator will work closely with the Managers, Directors, Senior Director, and AVP of Client Delivery to align processes and procedures within a client or across multiple clients. The coordinator assists with new Client and Client Delivery leader onboarding and other projects as assigned. The coordinator reports directly to the Client Delivery Director. The coordinator has no direct reports. Travel may be required depending on assignment. 

Job Responsibilities:

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 

•  Supports key revenue cycle operations, onsite client initiatives, and organizational initiatives. 
• Facilitates implementation of Ensemble Process, Technology, and Training Best Practices initiatives across Front, Middle, and Back-End Revenue Cycle. 

Performance Management 

• Under the direction of Client Services Leadership, Supports the development of project plans and timelines for performance improvement projects. 

• Maintains deep understanding of Ensemble's Client Delivery policies and procedures. Actively monitors assigned clients for adherence to those standards and implements corrective action plans when standards are not met. 

• Monitors client KPIs. Develops weekly/monthly status reports of Client Performance, Exceptions, and Deliverables to ensure agreed upon targets and timelines are met. 

• Through reporting, monitoring, and communication, the coordinator supports adherence to specific objectives and performance standards as defined by client and statement of work, including but not limited to, AR aging, denial management, self-pay and POS/patient experience improvement. 

• Maintains up-to-date knowledge of Operational Best Practices, Regulatory Policies, and Payers trends as they effect Client Performance, Compliance, or Relationship. 

• 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. 

• Assists client leadership in understanding back-office metrics, tools, and reports. 

• Facilitates client meetings to review the revenue cycle operations performance and opportunities for improvement, strategic initiatives, partnership opportunities and escalated client support needs 

• Interprets large data sets and creates analyses, scorecards, and visuals which provide transparency and drive operational performance 

• Promptly escalates operational and/or client concerns to Ensemble leadership. 

Experience We Love:  

• 1 to 3 Years experience in a similar role 

• Highly organized, proactive, self-driven 

• Intermediate Outlook, PowerPoint, Excel skills required (Advanced MS Applications skills preferred) 

• Ability to read and interpret payor and regulatory publications/updates 

• Ability to document procedures 

• Comfort level interacting with Senior Leaders and Executives 

• Project Management Skills preferred 

• Effective Communication Skills 

• Experience in a healthcare environment is preferred, ideally working in an analytics, project management, or revenue cycle operations role. 

Minimum Education:  

• Associates Degree or Equivalent Experience 

Required Certifications:    

• HFMA Certified Revenue Cycle Representative (CRCR) within 9 months of hire