Client Service Manager

The Client Service Director serves as the primary point of contact for assigned clients, overseeing all aspects of client relationship management and service operations. This leader ensures outstanding client experience, maintains transparency in operations, and drives continuous improvement. The role is responsible for monitoring account performance, identifying trends, addressing anomalies, and collaborating across coding, analytics, business operations, and credentialing teams to resolve client issues and enhance service delivery.

Supervisory Responsibilities:

• Directly supervises Assistant Regional Vice Presidents (ARVPs) and Client Liaisons.
• Responsible for team leadership, goal setting, and professional development.

Duties/Responsibilities:

Client Relationship Management:

• Build and maintain strong, trusted client relationships, serving as the main point of contact.
• Ensure transparency in communication and operations.
• Proactively identify client needs, risks, and opportunities, providing timely solutions and recommendations.
• Lead client onboarding, regular communication, and performance reviews.

Operational Oversight & Analysis:

• Independently monitor client accounts, including charge volumes, payment trends, and operational metrics.
• Work closely with internal teams to identify and address anomalies, process breakdowns, or issues affecting client performance.
• Lead review and resolution of client escalations with professionalism and urgency.
• Coordinate service delivery across coding, analytics, credentialing, and other relevant departments.

Team Leadership & Collaboration:

• Direct ARVPs and Client Liaisons; guide their efforts in data analysis, trend identification, and issue resolution.
• Support team in documenting and sharing analysis with clients, ensuring information is clear and actionable.
• Collaborate with BOMs, who manage analysts and billing teams, to request information and resolve operational matters.

Reporting & Documentation:

• Maintain accurate records and reports related to client activity, performance metrics, and communications.
• Ensure comprehensive documentation to support internal collaboration and transparency.

Travel & Engagement:

• Travel to client sites once a quarter or as required, to strengthen relationships and support client needs.
• Attend quarterly internal team meetings at MBMS’s Headquarters (Wyomissing Office).

Continuous Improvement:

• Identify and drive process improvement initiatives to enhance client experience and service outcomes.
• Monitor client performance metrics and service-level commitments.

All other related duties as required.

Qualifications

Required Skills/Abilities:
• Excellent relationship-building and communication skills.
• Strong analytical and problem-solving acumen; ability to interpret data and identify trends.
• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
• Ability to critically think on methodology and strategy in daily activities
• Experience leading teams in a client-focused environment.
• Ability to work independently and collaboratively.
• Exceptionally organized with keen attention to detail.
• Proficient with standard office, reporting, and communication technologies.
• Expert knowledge of CPT/ICD-10 codes.
• Willingness to travel to client and internal meetings.

Education and Experience:
• Associate’s degree required; Bachelor’s degree in Accounting, Finance, Healthcare Administration, or equivalent preferred.
• At least five years’ experience in healthcare, medical billing, or revenue cycle management (RCM), with 3 – 5 years of supervisory experience.
• Experience in account management, client success, or customer service.
• Proven experience managing multiple priorities.

Physical Requirements:
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.