Job Description
Overview Of Position This position focuses on customer service, growing, strengthening and retaining client relationships while providing guidance and leadership for Release of Information Specialists. The Client Services Manager is responsible for managing the daily scheduling of the ROI Specialists to ensure that the facilities have sufficient coverage. Also, the Client Services Manager will act as the liaison between the Regional Director of Client Services and clients to ensure that all ROI activities are compliant with established client policies, federal and state regulations and are completed in a timely manner. Also, this position is responsible for planning, leading, organizing and executing operations to maximize productivity while meeting the Verisma leadership principles.
In addition to demonstrating Verisma values applicable to all positions, the Client Services Manager is responsible for the following:
Duties And Tasks Leadership Responsibilities - Escalates customer issues/concerns/problems in a pro-active and timely manner.
- Demonstrates a solid understanding of the meaningful operational metrics and utilizes this information to manage his/her book of business.
- Recruits and hires competent, qualified associates to commensurate with defined job responsibilities.
- Ensures that staff is oriented, trained and the competence of staff is assessed (including but not limited to ROI & HIPAA), maintained, demonstrated and improved continually.
- Troubleshoot equipment issues and work with Help Desk to resolve all escalated matters.
- Carries out responsibilities in accordance with Verisma policies and procedures and applicable regulations, including HIPAA, state/federal regulations related to operations, and labor regulations.
- Maintain professional behavior at all times
- Manage workflow among on-site employees to ensure maximum productivity and quality standards are met. Prioritizes work to ensure completion of ROI function.
- Adjusts work assignments as needed to cover peak periods, leave and vacancies.
- Provides coverage in event of backlogs, illness, vacation or leave of absence of medical record staff.
- Performs Quality Assurance monitoring of work performance for the ROI Specialists.
- Conducts productivity and work performance reviews for ROI Specialists in accordance with Verisma /customer policies and procedures and Federal/State law.
- Monitors performance and provides performance feedback and evaluations for ROI Specialists.
- Monitors schedules for all staff.
- Promotes a positive self-image of Verisma with emphasis on customer service by treating patients, coworkers, and medical center personnel with courtesy and respect. Responds to customer needs in a positive and efficient manner.
- Provides support to the Regional Director of Client Services as required Confidentiality
- Responsible for upholding security and confidentiality regulations, and facility policies and procedures for access and review of all medical records.
Customer Service Skills - Reviews HIM Director’s assessment of account performance and employee performance.
- Responds to concerns in a timely and professional manner.
- Responds to emails and phone messages within 24 hours
- Performs other duties as identified and/or assigned.
- Understands that this role requires specific responsibilities for protecting sensitive data
- Other duties as assigned
Supervisory Responsibilities: This position has supervisory responsibilities.
Placement Criteria - A High School Diploma or GED is required
- Minimum of 2 years management experience in a healthcare environment preferred
- Must have valid driver’s license
- Driving record and Proof of Insurance that is acceptable per company’s driver policy
- Professional office/customer service experience
- Must be motivated self-starter, proactive, a leader, and have a positive outlook/outgoing personality
- Must be able to handle multiple tasks at one time
- Typing skills @ 50 wpm
- Must be able to use fax and copier
- Must be willing to learn new equipment and new processes quickly
- Must have strong analytical skills
- Must have excellent leadership and good decision-making skills
- Ability to travel at least 60% of the time
Physical Demands And Work Environment - Position is primarily sedentary requiring sitting and typing up to 100% of the day.
- Exerting up to 50 pounds of force to lift, carry, push, pull or otherwise move objects, including the human body.
- Stooping, crouching, reaching, standing, and walking are required.
- Talking, hearing, and seeing with close visual acuity are frequently required.
- Keying data is repetitive motion and is frequently required.
- The position is not substantially exposed to adverse environmental conditions.
- Driving and/or traveling to client locations is frequently required.
Professionalism Expectations All employees are expected to exhibit exemplary customer service skills, both with external customers, vendors, visitors, co-workers, and management staff. Their written and verbal communication skills should be concise and effective, they should aspire to excellence in both work and customer service, they should show courtesy to all they encounter while representing the Company.
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