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Vice President of Client Services

Company: Emergency Medicine Associates
Location: Youngstown
Posted on: September 11, 2018

Job Description:

Job Summary:

Serves as the business partner with the Regional Medical Director to operate and manage all aspects of all emergency department contracts, and other medical service lines, in the designated region. Responsible for overall operation and management of each service line, including client relationship management, key metrics management, compliance, provision of all administrative services to all clinicians (recruiting, credentialing, enrollment, scheduling, payroll, HR, benefits, IT, legal, etc.), management of clinician and staff performance, contract staffing, and implementation of company-wide projects and programs.

Duties & Responsibilities:


Responsible for Client Relationship Management


  • Identifies key contract controllers
  • Arranges quarterly meetings or as deemed appropriate by Regional President with Site Medical Director (SMD) and C-suite
  • Prepares presentation packages for meetings and maintains relationships at the system level when applicable

    Manages Regional Metrics

    • MOR preparation as appropriate, presentation and action tracking of all metrics that go into the SMD and clinician incentive programs and performance-based hospital stipends

      Manages SMD Site

      • Ensures/assists with roll out of improvement projects and programs that are hospital-based, Alteon-based or site-based

        Monitors Site Metrics

        • Patient experience, LWOBS, door to provider, LOS discharged patients, appropriate Core Measures and other metrics deemed important to the Hospital.

          Responsible for the Intervention if Performance is lacking

          • Advocate to hospital for additional resources
          • Creates a solution along with the SMD

            Ensures Compliance with Documentation Education

            • Ensures staff completion of mandatory elements

              Ensures Proper RCM front-end (site-based) Processes

              • Monitors key metrics - downcodes, non-bills and held AR, chart completion and chart capture, as needed

                Ensures/Facilitates Provision of Services to all Clinicians from Alteon Resources

                • Recruiting, Credentialing and Enrollment
                • Scheduling, Payroll, Human Resources, Benefits and Legal
                • Compliance
                • Education

                  • Identify personnel at site to assist others with patient/department flow and personal efficiency



                    Ensures Adequate Recruiting for all Sites

                    • Communicates needs to recruiting department
                    • Participates in the recruiting process, as needed
                    • Assists with staffing plans as needed

                      Participates in the Interview Day Process to Ensure a Top-Flight Experience Where Appropriate
                      Ensures the Contracting Process and Orientation Process for New Hires are Thorough for Both Alteon and Local-Site(s)
                      Ensures/Facilitates Schedule Fulfillment

                      • Minimizes and manages the use of locums
                      • Minimizes premium compensation by assisting the SMD with staffing plans
                      • Properly deploys internal local/Go-teams, etc.

                        Monitors Productivity at all Sites

                        • Reviews overall staffing levels and ensures the proper amount of staffing is provided (PPPH - Patients Per Provider Hour)
                        • Reviews the staffing mix to assure that the right staff is allocated to the right patients and zones (PPDH - Patients per Doctor Hour)
                        • Monitors scribe use to make sure the deployment is commensurate with scribe-amenable issues and proper productivity
                        • Manages quarterly DSO (Dynamic Staffing Optimization) process to completion and recommends changes to schedules.
                        • Institutes flex staffing programs as developed and deployed (ELLA - Early Leave Late Arrival, EARL - Early Arrival Retained Late)
                        • Monitors productivity on a weekly basis (DVD - Daily Vital Data) to identify trends early

                          Oversees Payroll, as needed

                          • Corrects hours worked to contract, as needed
                          • Monitors extra hours reporting
                          • Ensures base rate is appropriate to market
                          • PBC (Performance Based Compensation) metrics and payout, as needed
                          • Differentials and bonuses, as needed

                            Attends Department Meetings

                            • Develops trusting relationship with providers
                            • Delivers Alteon updates and necessary orientation or training
                            • Serves as conduit for site/individual concerns and ideas to Regional and corporate leadership


                              Knowledge, Skills & Abilities:


                              • Excellent oral and written communication skills with all levels of the organization
                              • Excellent leadership, analytical, planning, documentation, and organizational skills
                              • Excellent team building and mentoring skills
                              • Able to exercise a high degree of initiative, judgment, discretion and decision-making to achieve department and organizational objectives
                              • Ability to effectively and positively lead the department to ensure a positive level of morale
                              • Ability to delegate responsibility and authority to appropriate employees
                              • Ability to maintain proactive relationship with employees, clinicians, hospital partners and vendors

                                Education & Experience:

                                The above knowledge, skills, and abilities may be demonstrated by a person with a Bachelor's degree and/or Master's degree in business, healthcare administration, or related field plus comparable combination of education and work experience.

                                Keywords: Emergency Medicine Associates, Youngstown , Vice President of Client Services, Executive , Youngstown, Ohio

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