Director, Client Delivery

I. Job Summary

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

The Director is responsible for day to day client operations and the planning, development, and implementation of policies, objectives and initiatives for acute or physician revenue cycle activities including outsourced vendors, clients and in-house functional areas of Patient Access (including but not limited to Patient Scheduling, Pre-Access/Registration, Registration Admissions, and Financial Counseling), Health Information Management (including but not limited to Site Medical Records management, Release of Information, Transcription), and Patient Financial Services (including but not limited to Billing, Charge Master/Revenue Integrity, Insurance Follow-Up, Customer Service, Cash Posting, Denials Management, Payment Variance, and Collections). This position reviews and implements systematic approaches to maximize revenue and cash flow and to ensure results are consistently delivered. As the face of Ensemble, this person is responsible for forming and nurturing relationships with the client and meeting client performance expectations through influence and direction of client and Ensemble operations. This position is required to communicate organizational values and positive leadership to all associates within the organization. Position is responsible for <$1B net revenue or <5 facilities under management.

II. Job Competencies

• Leadership Decision Making - Makes day-to-day leadership decisions by securing and comparing information from multiple sources to identify issues; commits to an action after weighing alternative solutions against important criteria; effectively communicates decisions to the appropriate people and teams and holds them accountable. Drives results.

• Coaching & Building Talent - Achieves results through other leaders by empowering them and providing feedback, instruction and development (coaching the coach) to develop their own associates; plans and supports the growth of individual skills and abilities in preparation for their next role (building bench); focuses on retention of high performers.

• Delegation - Successfully shares authority and responsibilities with others to move decision making and accountability downward through the organization while accomplishing strategic priorities; maintains personal ownership of outcomes without excessive involvement.

• Leading Teams - Inspires and sustains team unity and engagement by developing, motivating, and guiding the team to achieve results together through productive relationships and work.

• Executive Communication - Clearly and succinctly conveys information and ideas; communicates in a focused and compelling way that captures and holds others’ attention (appropriate, impactful, and clear).

• Program/Project Management - Demonstrates high accountability and responsibility for projects and programs from inception through completion/implementation; manages budget and resource planning and awareness to ensure maximized output, reduced waste and exceptional results.

III. Essential Job Functions

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

• Articulates in writing plans with client deliverables, timelines, outcomes, and actions

• Monitors bad debt and identifies process issues/improvements in areas such as registration, upfront collections, Medicaid eligibility

• Identifies gaps in client support/performance and proposes solutions (e.g., technology, services, processes) to drive performance improvement

• Has strong interpersonal skills and proven ability to build relationships and organization alignment, influence decisions, engage onsite operational teams and drive results.

• Participates and leads program level meetings with program stakeholders.

• Works closely with CFO and other client leadership to support analysis, reporting and service line development

• Acts as Client Revenue Cycle expert and ensures prompt communication of emerging changes related to payer policies, contracting, regulatory updates and compliance requirements

• Assists client leadership in understanding revenue cycle processes, metrics, tools, and reports.

• Facilitates monthly client meeting to review the revenue cycle operations performance and opportunities for improvement, strategic initiatives, partnership opportunities and escalated client support needs

• Promptly escalates operational and/or client concerns to Ensemble leadership.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Associates may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.

IV. Employment Qualifications

Legally Required License / Certification (Ex: MD, RN, LPN, etc.) ONE CERTIFICATION PER FIELD

Ensemble Required License / Certification (Ex: CRCR) ONE CERTIFICATION PER FIELD

CRCR

Or other approved job relevant certification.

Desired Work Experience

Job Experience

People Leadership Experience

3 to 5 Years

- Demonstrated advanced usage of AI and the management of teams using AI to lean in to process and technological improvements, to include the exploration, experimentation, and application of AI.

- This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

Desired Education

Education Level

Preferred Area of Study

Bachelors Degree or Equivalent Experience

Business

Other Preferred Knowledge, Skills and Abilities

• Demonstrates high proficiency in Microsoft Office Suite, including PowerPoint, Excel, Word, Outlook, Teams.

• Demonstrates emotional intelligence while recognizing the needs of others.

• Ability to coach and develop others.

• Uses data to make informed decisions.

• Comfortably works with executives at all levels.

• Exhibits executive presence.

• Achieves results through effective leadership.

• ** Must have Pediatrics experience

• Ability to travel at least 50% of the time

• Must be willing to relocate or reside in the Minneapolis/ St. Paul Metro area

IV. Working Conditions

Environment

Applicable

Requires Long Distance or Air Travel

Yes

Requires Travel to Various Work Locations by Car

Yes

General Office Environment or Work From Home

Yes

Clinical Environment - (Exposure to common hazards present in a healthcare facility including but not limited to; blood and other infectious materials, latex products, physical altercations and verbal abuse, high noise levels, and bright lights)

No

V. Physical Requirements

Physical Demand

Task

Frequency

Lifting/ Carrying 50 lbs or less

Rarely

Lifting/ Carrying 51 lbs or more

Never

Push/ Pull 50 lbs or less

Rarely

Push/ Pull 51 lbs or more

Never

Stoop, Kneel

Never

Crawling

Never

Climbing

Never

Balance

Never

Bending

Rarely

Manual Dexterity ( Hand / Eye Coordination)

Frequently

Perform Shift Work

Never

Repetitive Hand / Arm Movement

Frequently

Work Position

Task

Frequency

Sitting

Frequently

Walking

Occasionally

Standing

Occasionally

Ensemble Health Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all of our associates.