Manager, Client Operations

About the role

The Client Operations Manager is responsible for overseeing the Client Operations department and driving performance to achieve service excellence and quality assurance aligned with organizational goals. This role focuses on managing a dedicated team to deliver client satisfaction while maintaining service level agreements. Emphasizing leadership, strategy, and team development, the Manager will foster a client-first culture, implement efficient workflows, and maintain compliance. The Client Operations Manager ensures that performance targets are met, develops the team to deliver superior customer service, and acts as the communication link between the clients and internal departments to ensure compliance and client satisfaction. Duties and Responsibilities: Expertly manage all CMS system functions, ensuring full understanding and operational capability. Ensure comprehensive knowledge of client requirements, guidelines, and legal regulations related to billing, collections, and HIPAA compliance. Uphold high customer service standards through professional communication, both in person and via phone. Oversee day-to-day operations of the Client Operations team to ensure KPIs and client deliverables are met Lead cross-functional teams, assign tasks, and motivate members to meet client deadlines Cultivate and maintain strong client relationships, acting as the main point of contact for all client issues and concerns. Lead HR functions, including interviewing and hiring candidates, monitoring training progress, assigning new hires, coaching, counseling, and disciplining employees as needed. Administer schedules, ensure coverage, and enforce job expectations and policies. Foster a positive and motivated work environment by encouraging teamwork, strong work ethic, and open communication. Conduct monthly one-on-one meetings with direct reports to assess individual and team performance, identifying areas for growth and improvement. Maintain strong communication with all departments to ensure effective problem-solving and coordination. Proactively identify and address potential challenges during implementation to minimize risks and delays. Ensure strong, continuous communication across departments to facilitate problem-solving and coordination. Drive the analysis of key performance indicators (KPIs) to assess team and departmental performance, making data-driven improvements where necessary. Implement continuous improvement initiatives to enhance operational efficiency, quality, and service effectiveness. Create and provide regular performance reports and insights to clients, tracking trends and operational outcomes. Collaborate with internal teams to address client feedback and implement improvements to service offerings. Ensure the department complies with all relevant laws, regulations, and industry standards, including but not limited to HIPAA and data protection. Perform additional tasks as assigned to support overall business objectives and operational excellence. Knowledge, Skills, and Abilities: Knowledge: Knowledge of customer service best practices. Knowledge in 10 key by touch typing. Knowledge of client requirements and guidelines. Understanding of billing and recovery cycle. Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA. Complex knowledge of internal systems used by the department. Working knowledge of Windows-based systems and Microsoft Office products. Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, writing policy,

Benefits

Additional Information

Welcome to Ovation Healthcare! At Ovation Healthcare, we've been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions. The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior. We're looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork. Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com .

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