Director of Market Engagement -Referral Management & Analytics - Pacific Northwest Region

Elevate Patient Financial Solutions has an exciting career opportunity available as a Director of Market Engagement for our Referral Management & Analytics service line. This position will require working pacific time zone business hours to support staff and client projects.
This position requires traveling 30-50% of the time for client and business needs.

The Director of Market Engagement owns the client relationship on behalf of Elevate Patient Financial Solutions. This person develops a thorough understanding of each client's requirements and needs, monitors client results daily, weekly, and monthly, analyzes data, advises on performance, and recommends solutions to keep clients satisfied. The Director also handles day-to-day inquiries and communications with the client and internal support teams.

The Director builds strong relationships with executives and frontline operators at the market and facility levels so that concerns surface early and are resolved quickly. This role serves as the link between the client and Operations, relaying challenges, communicating limitations, and bringing back solutions, and works closely with the Sales team to uncover new opportunities and close existing ones.

• Maintain a strong command of the services Elevate provides in the assigned market, including the EMRs covered and which facilities are in and out of scope for the engagement
• Articulate challenges and barriers to facility-, market-, and corporate-level clients as needed, based on limitations in their covered market
• Maintain healthcare industry, compliance, HIPAA, and coding and billing standards knowledge when presenting to the client
• Monitor client results weekly and monthly, communicate those results to the client, and provide analysis and recommendations on overall performance
• Develop analytics on an as-needed basis using data provided by the client or by Elevate to support performance reviews, problem solving, and decision making
• Identify opportunities to maximize client revenue and satisfaction, and propose solutions for problem areas or unmet needs
• Identify process or reporting gaps that may be causing issues within the client's functions, and drive recommendations to close them
• Communicate laws, regulations, and Elevate policies and procedures to clients
• Oversee minimum service expectations and ensure they are met for relevant clients
• Establish and maintain positive working relationships with clients and their management teams
• Develop relationships with operators and executives at both the market and facility levels
• Partner with executives and frontline operators to understand their challenges, relay them to the Operations team, and, where appropriate, bring back and recommend potential solutions supplied by Operations
• Share performance highlights and success stories with clients weekly
• Track milestones such as anniversaries and birthdays and recognize them proactively with the client
• Monitor for client escalations that have not received a response, route them to the appropriate person, and follow through to ensure the loop is closed with the client
• Ensure pending client items are addressed and reach resolution
• Help clients understand SOW and contractual limitations where appropriate, and help prevent scope creep
• Identify pricing challenges and drive the process to address them internally and with the client
• Add value to client relationships so Operations can focus more fully on operational needs
• Produce management reporting that tracks client satisfaction and proactively alerts leadership to key issues or deteriorating client perception
• Work with Operations and other internal resources to assess the status of client accounts, identify problem areas, and communicate Operations' efforts to address them through regular client contact
• Document client communications and meeting outcomes in Salesforce
• Oversee Action Plan responsibilities to ensure they are being acted on effectively
• Review reports and notify Operations of problematic trends so they can be addressed proactively
• Ensure client contact information is current and accurate
• Establish meeting cadence with clients (weekly, monthly, etc.), schedule meetings, create and manage agendas, and manage meeting output
• Lead and attend client calls as needed, and distribute meeting minutes and action items to attendees as appropriate
• Be prepared to share highlights and areas of achievement, and present material so that Operations' attendance is not required whenever…