Director of HME Services
Prochant US, United States
Job Description
The goal of the Director of HME Services is to build, transform, and manage a nimble, high-growth global client service team for Prochant's end-to-end (E2E) home medical equipment (HME) business vertical, elevating it from transactional to transformational status. Support and complement our growth goals for 2023 and beyond, aiming to increase revenues by over 50% YoY and triple our size by 2025. Leverage and expand upon the company's existing assets and capabilities, including our proprietary technology and client service delivery framework (CSF). As a high-performing hybrid global organization, we operate with shared values, virtues, and accountabilities in a fluid and autonomous environment.
Provide exceptional service quality and client experiences while adhering to gross margin standards. Mature the Prochant client service team by adopting best-in-class performance standards, focusing on long-term client value (LTV), client reference-ability, cost-to-collect, key performance indicators (KPIs) on revenue cycle outcomes, and achieving market-leading net promoter scores (NPS) from both clients and your team.
Responsibilities amp; Essential Functions
- Setting amp; implementing strategy Work with the COO and set/implement the company’s service delivery strategy in such a way that its support’s the quarterly, annual and audacious goals (BHAGs) for the company.
- Exceptional ability to proactively unearth amp; address account-level focus areas such as coding, payer, provider, contract, procedure, or referral-centric issues through HME RCM expertise, logical reasoning, and data.
- Rapid response amp; resolution of emerging client and operational problems with urgency, teamwork, and bias for action.
- Document best practices and standards by client, payor, and procedure. Leverage for continuous improvement of RCM process and workflow to drive clean claims.
- DME revenue cycle outsourcing transformation amp; thought leadership Lead hybrid teams to improve client performance. Subsequently, transform revenue cycle outcomes and move the needle on the following KPIs Net Promoter Score, Clean Claim %, Payment rate, Gross Margins and DSO
- Enterprise relationship management - Build strong partnerships with clients, including CXOs, sponsors and reimbursement leaders. Serve as the lead point of contact for all high escalation client management matters. Work with Enterprise and other critical clients and mentor Prochant teams to create transparency for issues identified in the process and develop project plans with key deliverables to ensure that the issues are resolved. Track key account metrics and be able to identify via a reasoning process the anomalies or trends with an actionable plan. Heightened sense of urgency for client issues resolutions.
- Managing people Keep the staff at highest morale and build a high performing team with a positive cultural perception leveraging direct and indirect authority/influence. Functionally lead the DME business unit including our offshore operations in terms of revenue cycle thought leadership leading to key priorities, initiatives, expertise building, tools, process, standards and other adjacent decisions for building an industry leading, revenue cycle service organization.
- Human resources Overall supervisory responsibility for staff hiring, firing, developing new talent, and retaining existing talent. Implement best practices to maximize effectiveness.
- Drive service delivery efficiency through Prochant tools amp; platforms. Champion opportunities to use/better our product, automation, features, and function towards improving the quality of services.
- Productivity Ensure that each team member is delivering on key impact areas for their portfolios of client and processes. Make sure that underperformers are coached up or out. Actively seek and implement strategies to maximize the efficiency and productivity of the team.
- Monitoring delivery processes Monitoring vital KPIs of the entire portfolio, and creating appropriate escalation channels, so that there is less upward delegation, and more downward delegation. You will maintain overall responsibility through the reporting team for monitoring of all operational and QA processes. This includes billing, claims transmissions, cash posting, AR work, and more.
- Scalability of processes Regularly perform process review and take steps to make processes efficient and ready to be scaled. Introduce process changes, new processes, and technology as needed to drive efficiency and effectiveness.
- Quality amp; efficiency of processes Ensure that each process is performed to the highest standards and that regular QA is performed and used for improvement. Prevent productivity and scalability efforts from impacting quality, ensuring that we always produce a high-quality product for our clients.
- Managing Profitabi