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Assistant Vice President Client Relations

Expired Job

HCA Nashville , TN 37201

Posted 2 months ago

The Assistant Vice President (AVP) Client Relations is responsible for serving as the internal Shared Service Center (SSC) liaison for a defined set of Parallon Revenue Cycle client facilities. The AVP of Client Relations will provide oversight and coordinate operations at the SSC for all client related front office and back office processes; interprets policies and recommends policy or process changes to the SSC executive team to ensure compliance with the client company policies. The AVP will serve as the first point of contact for their clients and will be responsible for all client communication, management / review of performance, and the overall client relationship health for their assigned facilities, and in coordination with the corporate Client Relationship Management (CRM) AVPs who manage the client relationship at the corporate level. This position will coordinate the resolution of any issues, policy or process changes, and education between the SSC, the client, and Corporate CRM as appropriate.

Transitional Duties (included but not limited to):

  • Direct and manage transition and business continuity of facility back-end processes from facilities to SSC

  • Participation on Client Transitions/Implementation Team to begin establishing relationship with client personnel and generally assist and support implementation activities

  • Train and equip Patient Access to new processes and/or policies

  • Participate similarly in the process for facilities that are divested or otherwise disengaging from full service revenue cycle services; be fully involved in directing the transition to run down services

  • Participate similarly in the process for system conversion or upgrade projects for assigned facilities; ensure training and transition support occurs for Patient Access and all facility-based revenue cycle stakeholders

Duties (included but not limited to):

  • Assume a lead role for innovation, knowledge sharing and leading practices identification within the SSC and among peer group

  • Develop/ adhere to specific objectives and performance standards as defined by client and by Corporate CRM in each area of responsibility

  • Coordinate with Facility Chief Financial Officers (CFO), Division Boards of Directors (BOD), or other client management on process initiatives such as Accounts Receivable (AR) aging, denial management and self pay collections / patient experience improvement.

  • Act as a liaison for Facility CFO's during month-end close.

  • Assist Facility CFO's in understanding back-office metrics, tools, and reports. Facilitate the monthly onsite meeting to review the Monthly Operating Report (MOR). Monitor AR aging and identify process issues/improvements in areas such as billing, collections, overall vendor performance, collection agency, and payment compliance.

  • Monitor bad debt and identify process issues/improvements in areas such as registration, upfront collections, Medicaid eligibility, Health Information Management (HIM), and Case Management. Monitor cash flow to ensure achievement of client goals as well as closely manage to Service Level Agreement (SLA) requirements as appropriate for each facility.

  • Provide weekly and monthly reports as requested by client

  • Coordinate and promote implementation and monitoring of standard masterfiles, processes, reporting and education programs

  • Oversee hospital-based Patient Financial Services (PFS) Directors and coordinate initiatives across facilities to ensure standardization and sharing of best practices

  • Provide relevant guidance for hospital-based PFS Directors, Facility Directors and other SSC Directors to resolve internal and external issues

  • Review Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in SSC Service Level Agreements

  • Inform SSC Chief Operating Office (COO) and CFO of any significant issues in the Patient Access and Back Office areas (e.g., Pre-registration delays, pre-authorization backlogs, cash posting backlogs, cash delays etc.) and monitor progress to resolution.

  • Proactively plan for succession in key positions and lead the planning for coverage when vacancies occur (utilize float pools where applicable) to eliminate negative impact to facilities experiencing vacancies. Participate in candidate identification and consideration when filling open positions. Lead the process for onboarding new PFS directors at assigned facilities.

  • Perform staff reviews and prepare performance documents for direct reports

  • Participate in monthly all client AVP CRM conference calls with Corporate CRM; provide facility updates on rotational basis and highlight key challenges and/or successes in an effort to share best practices across AVPs and clients. Attend calls to obtain latest information on corporate initiatives and provide appropriate updates back to SSC.


  • Technical Expertise Understanding of healthcare including functional knowledge of healthcare terms and accounts receivable processes

  • Strategic Analysis

  • Analytical review skills and ability to make decisions and set strategy based on data analysis
  • Leadership
  • Guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
  • Tactical Execution
  • Oversees the development, deployment and direction of complex programs and processes
  • Financial Management
  • Applies tools and processes to successfully manage to budget
  • Project Management
  • Assesses work activities and allocates resources appropriately
  • Tactical execution
  • Oversees the development, deployment and direction of complex programs and processes
  • Flexibility Able to respond and adapt to rapid changes from the customer and the SSC
  • Organization
  • Proactively prioritizes needs and effectively manages resources
  • Communication
  • Communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division/Group Executives and all levels of Client Stakeholders (executive level thru front line registration staff).
  • Client Orientation
  • Establishes and maintains long-term client relationships, building trust and respect by consistently meeting and exceeding expectations
  • Interpersonal skills
  • Able to work effectively with other employees, patients and external parties


  • Bachelor's Degree in Business or Health Care related field (note: requirement may be waived for candidates transitioned from new clients).

  • Equivalent work experience may substitute degree requirement

  • Master's Degree Preferred (MHA or MBA) or CPA preferred


  • Minimum ten years' experience in Revenue Cycle Operations in a hospital setting preferred

  • Multi-hospital or Centralized Business Office Setting preferred

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Assistant Vice President Client Relations

Expired Job