The Client Experience Manager will be responsible for the management, implementation and execution of client programs and will serve as the liaison between stakeholders within the Trinity Clinic and the services that the Patient Access Center (PAC) offers for their success. The PAC is the gateway of the ministry and the manager will be responsible for understanding and exceeding expectations to our stakeholders and providers.
The manager is responsible for the design, development, and execution of engagement with key stakeholders to drive integration of technical solutions while managing change. This task will be accomplished through visits with stakeholders to understand their work and how our solutions can best meet their business needs. Ongoing follow up will be needed to evaluate the success of the integration as well as monitoring the performance of the applications and how they fit into the daily operations for stakeholders and providers. Findings from these visits will be reported back to operations for enhancements to the processes that will meet stakeholder and provider needs.
Additionally, this position entails evaluating and communicating metrics to meet key performance indicators and successfully drives results through strong communication and interpersonal skills. This position will interact and communicate to all levels of organization to ensure initiatives and performance are understood and transparent to all levels of leadership.
The overall responsibilities of this role is as followed:
Monitor and report key performance indicators for and provider expectations and implements actionable strategies to maintain results with emphasis on creating a positive patient experience
Work with PAC leadership to develop, maintain, and oversee consistent, focused front-end revenue cycle feedback loops to clinic and provider operations
Acts as a change agent to foster proactive communication and issue management.
Ensure client-facing deliverables (e.g., reports, agendas, presentations) are provided in a timely and accurate manner
Advocates for the optimal provider experience and is able to communicate operational needs from providers to PAC's operations
Continue to develop implementation and onboarding methodologies as well as articulate best practices for new clients
Manage applicable means of communication for stakeholders at all ministry locations that outline the success, barriers, actions, etc of NETX's Patient Access Services
Adheres to and ensures staff adhere to all compliance guidelines set forth by payers as well as the various ministries
Initiates recurring stakeholder meetings across Clinic operations to ensure communication and partnership across the NETX region
Builds relationships between Clinic Operations and PAC to ensure access remains optimal for referrals and appointments to be scheduled within appropriate timeframes
Escalate complaints and issues appropriately to ensure prompt, accurate remedy; communicate and document outcomes
Adhere to all Associate codes of conduct to ensure actions are consistent with the mission of CHRISTUS Trinity Mother Frances Health System as we continue to extend the Healing Ministry of Jesus Christ.
Coordinate as needed with stakeholders, providers, and CareConnect to ensure systems are operating as expected
Assist in the development of various internal initiatives (e.g., CHRISTUS new hire training, reporting, stakeholder and provider support)
Continually seeks to identify opportunities to collaborate, enhance efficiencies within the scheduling and referral process that result in a convenient, coordinated, and efficient experience for providers
Thorough understanding of scheduling, referral management, pre-registration, insurance verification, financial counseling and admissions/registration along with customer service for patient billing related matters.
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills to gather, interpret, and present complex data
Delivers multi-modality communication that conveys clear understanding across unique, varied stakeholders
Tailors approach and presence in the moment to match the changing needs of different situations
Navigates readily through diverse policy, process, and people-related organizational dynamics
Possesses knowledge of efficient and effective processes to get work accomplished with continuous focus on improvement
Proven ability to organize, plan, and effectively manage time and achieve results in a fast-paced environment
Ability to manage multiple clients and projects to success simultaneously
Effectively solves problems by breaking down complex, high volume, and occasionally conflicting information
Embraces new opportunities and challenges with enthusiasm, spirit, and a sense of urgency
Applies knowledge of business and industry to align and achieve organizational goals
Articulates the vision and strategy of the PAC's contribution to the ministry that motivates others to action
Effective in impacting change through influence in a matrix environment
Functions in geographically disbursed operations as a seamless entity
Bachelor's Degree in Business or related field.
10 year work experience in working in healthcare access management with proven successful experience in redesigning and streamlining front-end services.
5 years of experience in back-end revenue cycle functions, call center functions, and/or clinic operations preferred
Strong working knowledge of call center technology / software.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.