This site uses cookies. To find out more, see our Cookies Policy

Client Relations Director in Nashville at Parallon

Date Posted: 1/2/2019

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

Job Description

Director, Client Relationship Management

Job Summary – Designed to offer training and work experience in the Revenue Cycle Management areas serviced by Parallon. This role will be responsible for serving as a resource for current AVP Client Relation Managers, who act as a liaison for Parallon Revenue Cycle client facilities. In addition, the Director CRM acts as an operational director by shaping Front Office to Back Office synergies. This position will aid in coordination and resolution of issues, policy and process change, and education amongst SSC, client, and corporate CRM.

This role is a developmental role which prepares an individual to promote in to an Assistant Vice President Client Relation Managers. The Director Client Relations Manager will rotate through both Front Office and Back Office departments to gain detailed revenue cycle knowledge, be responsible for Monthly Operating Report reviews with Parallon Corporate and Clients, and assist with oversight of key client related projects. The Director Client Relations Manager will participate and coordinate operations at the SSC for all client related front office and back office processes; interprets policies and recommends policy or process changes to the SSC executive team to ensure compliance with the client company policies.

Supervisor External Client COO

Duties (included but not limited to):

•         Gain understanding of all policies and procedures, technology solutions and processes associated with the functional areas under the direction of the External COO
•         Coordinate with Facility CFOs, Division BODs, or other client management on process initiatives such as AR aging, denial management and self pay collections / patient experience improvement
•         Help facilitate the monthly onsite meeting to review the MOR. Monitor AR aging and identify process issues/improvements in areas such as billing, collections, overall vendor performance, collection agency, and payment compliance
•         Inform staff of relevant changes and developments in payer requirements
•         Facilitate implementation and monitoring of standard policies, processes, reporting and education programs
•         Review Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in Service Level Agreements
•         Execute specific objectives and performance standards for each area of responsibility
•         Gain understanding of the interdepartmental dependencies for entire operations
•         Hands on experience in each of the functional areas including interaction with CEO, CFO, Parallon Corporate, and client facility leadership
•         Observe and participate in innovations, knowledge sharing and leading practices identification within the center and among peer group
•         Participation on Client Transitions / Implementation Team to begin establishing relationship with client personnel and generally assist and support implementation activities
•         Train and equip Patient Access to new processes and/or policies
•         Participate similarly in the process for facilities that are divested or otherwise disengaging from full service revenue cycle services; be fully involved in directing the transition to run down services
•         Participate similarly in the process for system conversion or upgrade projects for assigned facilities; ensure training and transition support occurs for Patient Access and all facility-based revenue cycle stakeholders
•         Participate in monthly all client CRM conference calls with Corporate CRM; provide facility updates on rotational basis and highlight key challenges and/or successes in an effort to share best practices across AVPs and clients. Attend calls to obtain latest information on corporate initiatives and provide appropriate updates back to SSC
•         Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
•         Other duties as assigned


Knowledge, Skills & Abilities

•         Technical Expertise – Understanding of healthcare including functional knowledge of healthcare terms and accounts receivable processes
•         Strategic Analysis - Analytical review skills and ability to make decisions and set strategy based on data analysis
•         Leadership - Guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
•         Tactical Execution - Oversees the development, deployment and direction of complex programs and processes
•         Financial Management - Applies tools and processes to successfully manage to budget
•         Project Management - Assesses work activities and allocates resources appropriately
•         Tactical execution - Oversees the development, deployment and direction of complex programs and processes
•         Flexibility – Able to respond and adapt to rapid changes from the customer and the SSC
•         Organization - Proactively prioritizes needs and effectively manages resources
•         Communication - Communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division/Group Executives and all levels of Client Stakeholders (executive level thru front line registration staff).
•         Client Orientation - Establishes and maintains long-term client relationships, building trust and respect by consistently meeting and exceeding expectations
•         Interpersonal skills - Able to work effectively with other employees, patients and external parties
•         PC Skills - Demonstrates proficiency in Microsoft Office applications and others as required
•         Policies & Procedures - Demonstrates knowledge and understanding of organizational policies, procedures and systems
•         Basic Skills – Demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes. Demonstrates ability to work both independently and collaboratively as a team player.


•         Bachelor’s Degree in Business or Health Care related field (note: requirement may be waived for candidates transitioned from new clients).
•         Equivalent work experience may substitute degree requirement
•         Master’s Degree Preferred (MHA or MBA) or CPA preferred


•         Minimum five years’ experience in Revenue Cycle Operations in a hospital setting preferred
•         Multi-hospital or Centralized Business Office Setting preferred
•         N/A

PHYSICAL DEMANDS/WORKING CONDITIONS – Requires prolonged sitting, some bending, stooping and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  Requires lifting papers or boxes up to 25 pounds occasionally.    Work is an office environment.  Work may be stressful at times.  Contact may involve dealing with angry or upset people.  Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.