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Manager of Client Services
ScanSTAT Technologies

Location: Milwaulkee, Georgia
Work Setting: Hospital
Job Function:
HIM Manager/Supervisor
Job Type:
Salary Range: 52000-65000


ScanSTAT makes it easier for hospitals, healthcare systems, and medical practices to manage health information. We provide everything from streamlined Release of Information services to faster, more accurate document filing, prior authorizations, chart abstraction, insurance verification, and more.

In a healthcare environment where everyone is overstretched, a seemingly simple process can turn into endless complications – filing gets backlogged, documents get put in the wrong places, and patient experience suffers. ScanSTAT changes all this with a simple approach that means no delays, no shortcuts, and no surprises.


Job Description

Job Title:  Manager Client Services
FLSA:  Exempt
Location: Milwaukee, WI (must reside in this area and be able to travel within state)

Overview of Position
The Manager of Client Services is responsible for planning, leading, organizing, and executing district operations to provide for quality customer services and high customer satisfaction, financial profitability, and a trained and satisfied workforce. This position focuses on customer service, growing, strengthening, and retaining client relationships while providing guidance and leadership for regional associates. In addition, the Manager of Client Services is responsible to develop new business opportunities.

In addition to demonstrating ScanSTAT Technologies values applicable to all positions, the Manager of Client Services is responsible for the following professional skills:

Duties and Tasks:

Set up and manage multiple full-service hospital & clinic accounts within the district.
Manages on-site at customer facility and meets with HIM Director & VP of HIM (or his/her designee) per Company and region standards and as needed, and checks in by telephone as needed, ensuring that their needs are met, if not exceeded. Reviews HIM Director’s assessment of account performance and employee performance. Responds to concerns in a timely and professional manner.
Escalates customer issues/concerns/problems in a pro-active and timely manner presenting chain of command an opportunity to work with work with regional management & customer to retain an account.
Demonstrates a solid understanding of the meaningful financial metrics driving the Company business including revenue mix, revenue per business day, labor per payroll day, and labor productivity standards and utilizes this information to manage his/her book of business.
Develops new business opportunities with new customers and existing customers and works with sales partners and others as appropriate to pursue and close these opportunities.
Assists in contract negotiations. Reviews sales proformas and contracts, evaluates for operational implementation and sign-off on profitable business with the guidelines established by their manager and the Company.
Advises manager when renegotiations are needed and conducts contract renegotiations of existing accounts insuring that all accounts are profitable per Company standards.
Recruits and hires competent, qualified staff commensurate with defined job responsibilities.
Ensures that staff is oriented, trained and the competence of staff is assessed (including but not limited to ROI & HIPAA), maintained, demonstrated, and improved continually.
Understand and utilize company’s method of compensation for the representatives, administer payroll, continually review, and manage labor costs.
Troubleshoot equipment issues and work with Help Desk to resolve all escalated matters.
Carries out responsibilities in accordance with company’s policies and procedures and applicable regulations, including HIPAA, state/federal regulations related to operations, and labor regulations.
Always maintain professional behavior.
Responsible for any other activity deemed necessary by the Senior Director of Client Services.
Understands that this role requires specific responsibilities for protecting sensitive data
Other duties as assigned
Requires Skills/Experience:

Bachelor’s degree in business administration, healthcare management, healthcare administration or related field required.  Master’s degree preferred
5+ years in management and directing onsite, remote and offshore employees
3+ years of proven operations or equivalent position preferably in healthcare or similar industry
2-3+ years of proven experience in achieving operational efficiency through six sigma, lean or other operational efficiently methods
Demonstrated expertise in creation and implementation of operational KPIs, standard operating procedures (SOPs)
Demonstrated creative problem-solving skills in an operational environment
Possess the administrative and management skills necessary to direct organizational programs and supervise management, professional and hourly staff
Hold independent judgment and analytical skills to be able to provide sound recommendations
Demonstrate strong interpersonal and communication skills to effectively interact with representatives of client organizations, business leaders, and staff in a tactful and positive manner
Ability to work in a fast-paced with “Can do” attitude in approaching challenges
Experience in NetSuite, ImageNow, Salesforce, Various EHR solutions (preferred)
Supervisory Responsibilities:  This position will be responsible for managing 75-150 direct reports.

Physical Demands:
While performing the duties of this position the employee is regularly required to sit and talk and hear. The employee is regularly required to use hands to finger, handle or feel and reach with hands and arms.  The employee is required to stand, walk, and drive or ride in a motor vehicle.  The employee must occasionally lift and/or move up to 25 lbs.  Must have the ability to travel, sometimes with short notice and be able to provide after-hours support and weekend implementation as needed.

Work Environment:
This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Professionalism Expectations:
All employees are expected to exhibit exemplary customer service skills, both with external customers, vendors, visitors, co-workers, and management staff.  Their written and verbal communication skills should be concise and effective, they should aspire to excellence in both work and customer service, they should show courtesy to all they encounter while representing the Company. This position involves some travel as needed to the assigned region the Director is overseeing.

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Posted: January 15, 2021 at 12:55 PM
Post ID: 57487

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