Healthcare Client Services Manager

The Principal Dragon Ambient eXperience (DAX) Client Services Manager will manage clients to meet contractual metrics and exceed provider expectations and satisfaction. Deliver quality, white glove provider experiences in documentation services while maximizing effectiveness and efficiencies of our delivery. The DAX Client Services Manager will ensure strict adherence to process compliance and serve as an operational lead while partnering with other departments for onboarding, service delivery and retention.
Principal Duties and Responsibilities
Account Management:

• Serve as a leader and go-to person within the Book of Business. Ensure an exceptional provider experience by acting as a liaison between the customer and other DAX team members involved in the oversight of new accounts.
• Responsible to manage a book of existing business for DAX, primarily overseeing delivery of documentation services for assigned accounts.
• Strict adherence to process compliance to optimize delivery processes, review key performance indicators and perform necessary adjustments to improve service delivery, client satisfaction and financial results.
• Execute customer satisfaction goals, metrics (i.e., NPS, KLAS) through a methodology of running heavy diagnostics
• Collaborate with other Managers and DAX departments to understand customer business requirements, expectations, and feedback to improve/sustain existing service delivery.
• Participate on and/or lead customer calls to present business review updates, services delivery trending, performance updates, obtain customer feedback and create/present plans of action as required to meet contractual metrics.

Workforce Management / Go Live Readiness:

• Direct contact and daily execution with their Business Process Outsourcing (BPO) labor source. Ensure that their BPO counterpart is equally executing against a culture of dedication and urgency to provider experience.
• Expectation to be flexible during onboardings or escalations as to availability as per business hours of client.
• Coordination with various stakeholders (Project Managers, Vendors, etc) to ensure go live readiness for their clients (both net new clients and expansions).

Qualifications, Required and Desired Experience
Qualifications :

• BS/BA degree in healthcare or business-related field or equivalent experience.
• Typically 5-8 years' of applicable experience. Healthcare operations experience preferred.

Required experience

• Proven success in creating and maintaining strong client relationships.
• Understanding of how to identify at risk accounts and quickly strategize and implement measures to improve client satisfaction.
• Proven ability to proactively lead change by recommending, developing, and implementing improved operational procedures and policies.
• Experience in management, operations, and leadership with strong capabilities to present account progress and statuses to upper management.

Desired experience

• In-depth understanding of clinic workflows and EMR documentation. (i.e. Athena, Epic, or Cerner)

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.