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Senior Manager of Client Relations EMS - Digitech

Company: Sarnova HC, LLC
Location: Honolulu
Posted on: May 3, 2021

Job Description:

The Client Relations Senior Manager will be responsible for managing and/or supporting a set of clients and the relationships with those clients and for managing a small local office. This person is responsible for the overall management, servicing, satisfaction and profitability of the clients in the assigned service area and is expected to navigate with limited supervision and to take on special projects and/or oversight of personnel. In this role, the successful candidate will safeguard client satisfaction and retention through analysis and reporting, employing leading practices in project management, financial management, performance measurement, and issue resolution.

 

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services, Cardio Partners, and Emergency Medical Products

 

Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.


Summary:

 

The Client Relations Senior Manager will be responsible for managing and/or supporting a set of clients and the relationships with those clients and for managing a small local office. This person is responsible for the overall management, servicing, satisfaction and profitability of the clients in the assigned service area and is expected to navigate with limited supervision and to take on special projects and/or oversight of personnel.

 

In this role, the successful candidate will safeguard client satisfaction and retention through analysis and reporting, employing leading practices in project management, financial management, performance measurement, and issue resolution.  The Client Relations Senior Manager is responsible for communicating performance and trends (financial and industry) to the client, understanding client needs and coordinating solution delivery.  The Client Relations Senior Manager ensures the profitable management of the assigned clients and that the Operational team is delivering consistent, high quality financial performance.  The Senior Manager will focus on overall client satisfaction across numerous stakeholders and reach into the Digitech organization to ensure timely follow-up on any open issues or follow-up that is important to those stakeholders.  The Senior Manager will also facilitate the broadening of the Digitech services and will work closely with the Business Development team in targeting strategic accounts and securing new business.  Additionally the Senior Manager is expected to provide direct and indirect mentorship to other members of the Digitech team based on his or her experience.

 

The successful candidate must demonstrate the ability to attain financial acumen, leverage strong personal skills and must help meet or exceed client expectations.  This includes providing leadership over managing special processes and/or directly managing other people.  The Senior Manager must work to set and manage client expectations and prove adept and reaching into the Digitech organization to meet those expectations.  The position requires strong business skills as well as data analytic capabilities to identify trends and opportunities.  Additionally, this position should provide direct oversight and/or mentoring for staff to achieve the overall delivery goals.  The Client Relations Senior Manager must exhibit strong client management skills as well as the ability to understand the Digitech processing system and its capabilities.  This position will be relied on to engage other Digitech resources with limited guidance and escalate concerns up the Digitech organization as needed.

 

Essential Duties and Responsibilities:

  • Own the relationships for the assigned clients and ensure the relationships are as broad as possible with the client and within Digitech
  • When not at client sites, be at the local Digitech office
  • Oversee custom processes in support of client and manage a small local team
  • Serve as the escalation point for local staff
  • Manage client complexities or unique processes as required by the assignment
  • Own the overall delivery of services and ensure they meet the contractual requirements
  • Ensure contractual terms are fully understood and work to proactively renew the contract or to position Digitech to be as successful as possible in any re-bids
  • Troubleshoot and resolve any issues related to monthly closing and report generation/reconciliation process by utilizing good financial practices
  • Establish budget targets and ensure delivery of revenue to meet client mutually agreed revenue targets
  • Propose and be willing to own solutions to assist a client or the broader Digitech team to improve a process or meet an unmet client need
  • Capability of managing client dynamics and nuances with little guidance
  • Work with the Client Operations team and the Operations and IT teams to address client specific issues
  • Be aware of any substantial workflow or client issues and ensure the responsible parties are following through on their commitments
  • Oversee and mentor junior staff members
  • Schedule and conduct client visits to review account performance and industry trends
  • Identify opportunities to upsell existing clients
  • Advocate for and define requirements for technical changes that will improve service delivery
  • Ensure that high process impact items such as client hospital connections are prioritized to improve data quality
  • Market the company‚Äôs service lines both internally and externally
  • Uphold and set the tone for company policies, procedures and Standards of Business Ethics and Conduct

Skills/Experience Required:

  • High School Diploma or equivalent
  • Prior client management experience and proven track record of client satisfaction
  • 5-10 years of experience in managing and leading people and teams
  • Medical/EMS billing experience is a significant plus
  • Emergency Medical Technician (EMT) or Paramedic experience is a plus
  • Previous experience with Crystal Reports/Business Objects or similar reporting tools is a plus
  • Operational, financial, accounting, business or consulting experience
  • Ability to manage multiple concurrent tasks
  • Puts in the extra effort to meet deadlines
  • Flexible to handle unexpected daily challenges and competing priorities
  • Strong written and verbal communication skills
  • Ability to analyze data and identify trends
  • Strong verbal and written communication skills. The ability to read, speak and write in a clear and concise manner
  • Must be able to perform presentations via MS PowerPoint
  • Significant past usage of MS Word, Excel, and PowerPoint
  • Willingness to travel

 

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled

Keywords: Sarnova HC, LLC, Honolulu , Senior Manager of Client Relations EMS - Digitech, Other , Honolulu, Hawaii

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