Client Operations Manager - Full-time / Part-time

Under the direction of the Director of Client Operations and the general instruction of the Facility Contact at various facilities, the Client Operations Manager is responsible first for the duties and responsibilities of the Client Services position. In addition, the Client Operations Manager will assist the Director of Client Operations in the efficient operation of assigned accounts. The Client Operations Manager will also assist in training, staffing, and providing coverage at various sites.

Duties and responsibilities

Leadership Responsibilities:

• Assists the Director of Client Operations in the training and direction of the Client Service Rep positions including on site and remote.
• Assists Remote Supervisors with coordinating work flow,
• Provides input to the Director of Client Operations related to the performance of Client Service Reps.
• Answers day-to-day questions posed by clients and the Client Service Rep positions.
• Makes recommendations for methods to increase productivity.
• Complies with all release of information related functions, as stipulated by service agreement.
• Assists in selecting, interviewing, hiring and terminating employees.
• Participates in counseling sessions of site personnel and makes probationary or termination recommendations when necessary.
• Trains ROI in company and facility specific functions.
• Distributes workflow to site personnel.
• Ensures supplies are available at designated facility.
• Responsible for meeting facility revenue goals on a consistent basis.
• Prepares month-end reports on the first work day of each month and distribute or as requested.
• Submits company-related travel expense reports and original receipts to manager in a timely fashion.

Confidentiality:

• Maintains confidentiality by keeping all information seen and heard in the facility in the strictest confidence.

Productivity and Quality:

• Maintains productivity, quality and assures customer service standards.
• Provides input into the review and revision of site procedure.
• Performs quality reviews and site evaluations as required by clients.

Customer Service Skills:

• Answers and conducts business on the telephone routinely while maintaining excellent customer service skills.

Authorizing Process:

• Reviews Release of Information requests for validity according to applicable state or federal statutes. Returns inappropriate authorizations and requests to the requester.
• Looks up medical record numbers, fills out guides and pulls medical records, when appropriate.
• Reviews the requests to determine which encounters are being requested.

Record Duplication Process:

• Scans and/or captures electronically, the medical record and chooses the appropriate information to be duplicated.
• Captures the appropriate pages for the requested records, when appropriate.
• Re-assembles the charts (if paper) for re-filing.
• Logs information that is being sent to the requester either manually or using company software in accordance with the facility procedure.
• Documents the release of information in the patient medical record or other means determined by the facility.

Invoicing Process:

• Calculates the amount to be billed to the requester and prepares the invoice, when appropriate.
• Certifies the copies of medical records when requested, when appropriate.
• Prepares copies for distribution.

General Duties:

• Reports to work as scheduled.
• Complies with all Company Policies, specifically, attendance and punctuality.
• Attends mandatory employee in-service meetings and/or training sessions, when appropriate.
• On occasion, works remotely accessing work related projects and tasks.
• Performs other duties as assigned.

Job Requirements/Qualifications

• A High School Diploma or GED is required, Some college preferred.
• A valid drivers license.
• Driving record and Proof of Insurance that is acceptable per company's driver policy
• Must be able to communicate effectively in the English language.
• Experience in a medical records or health care setting would be beneficial.
• Medical Terminology class is strongly encouraged.
• Required to take and pass a 90-day ROI Certification course with a score of 85% or higher.