Director, Client Success at Experity (Minneapolis, MN)

| Minneapolis–Saint Paul, MN
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Experity is a cloud-based electronic medical records (EMR), practice management, and medical billing software solution built for on-demand care providers of all sizes and specialties including occupational medicine, pediatrics, and primary care.

We are the country's largest electronic health records company for the urgent care market and provide an integrated operating system. Nearly 50% of the U.S. urgent care market runs on Experity solutions. With Experity, providers can best meet the demands of the evolving on-demand space and deliver high-quality, high-velocity care by streamlining operations, improving patient experiences and optimizing revenue.

Experity's technology serves 5,700-plus clinics today across the US!

Benefits - We love all our X-tras! What's in it for you?

  • Flexibility - Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling.
  • Career Development - Our Training Manager has created a learning program foundation for the company that will allow Team Members to explore their potential and achieve their career goals.
  • Investing in You - We invest in our team members so they can reach their financial independence - Smart Dollar is a Step-By-Step Plan that helps our team members Eliminate Debt, Save For Emergencies, and Retire With Confidence
  • Team Building - We bring our Team Members together when we can to strengthen the team, build relationships and have fun! We even have a family company picnic and a holiday party
  • Benefits - And of course all of our wonderful benefits:

    • Medical, dental and vision
    • 401K (with company matching)
    • Paid time off and so much more!


Hybrid/remote workforce:

This positions is eligible to work remotely or a hybrid of remote and in the office. If you live a commutable distance to one of our office we would love to see you!

The Director, Client Success is responsible for management of a Client Success Management (CSM) team. CSMs are responsible for managing the overall client relationship and coordination of all deliverables for Experity's clients. This role oversees CSM activity, serves as a point of escalation and works in collaboration with internal teams including Sales, Implementation, Support, Revenue Cycle Management, Development and Product, among others and oversees the unified delivery of our solutions within committed parameters.

Responsibilities:

  • Oversee management of the global relationship with client base. Ensures team follows prescribed outreach designed to build relationships at all levels of the organization and support successful utilization of Experity solutions. Direct client communication cadence as necessary to affirm a relationship and address necessary escalations.
  • Ensure service level commitments are met for each client. Coordinate and hold internal service teams accountable as necessary to ensure successful delivery of our products and services
  • Support client adherence to prescriptive best practice setup and configuration of our products including EMR/PM system setup, EDI processes and revenue cycle workflows. Monitor performance metrics and aid in identification of opportunities for improvement
  • Maintain strong understanding of the urgent care business model, client workflows and market problems. Provide system and industry expertise with consultative approach focused on ensuring optimal utilization and realized value of Experity solutions.
  • Increase customer satisfaction by understanding business needs and supporting expanded utilization of Experity solutions, and ensuring the CSM team has a strong level of understanding. Through implementation of process and coaching of CSM team, elevate client relationships from vendor/partner to trusted business advisor
  • Provide experienced revenue cycle management expertise toward ongoing process improvement and compliance initiatives. Responsible for working with clients through CSM team to reduce recurring errors and reduce claim exceptions. Ensure that the CSM team supports RCM client success through the following activities:
    • Interpret and provide analysis of clinic financial data through key reports and revenue cycle drivers
    • Lead monthly meetings to review accounts receivable status, KPI and accounting reports with client's financial team
    • Research, analyze, record, manage and communicate findings effectively with assigned clinics and their management staff to achieve optimum performance
    • Identifies trends and carrier issues relating to billing and reimbursements. Report findings effectively directly to assigned clinics
  • Collaborate with the RCM Operations and Accounts Receivable Management teams to ensure client/company alignment on prioritization and approach to service delivery
  • Identify opportunities for selling additional solutions into client base. Support Sales when subject matter expertise is needed. Proactively nurture opportunities for references, referrals and case studies
  • Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances

  • Train, guide, and mentor Client Success team. Create learning and development programs and initiatives that provide internal development opportunities
  • Other duties as assigned


Travel:

  • Ability to travel as needed


Education and Experience:

  • A bachelor's degree or equivalent combination of education and experience
  • At least five years of related experience in medical billing
  • Five plus years of management experience
  • Strong experience with Electronic Medical Record and Practice Management Systems


Every team member exhibits our core values:

  • Team First
  • Lift Others Up
  • Share Openly
  • Set and Crush Goals
  • Delight the Client
More Information on Experity
Experity operates in the Healthtech industry. The company is located in Machesney Park, IL. Experity was founded in 2019. It has 501 total employees. To see all 25 open jobs at Experity, click here.
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