Infusion Client Coordination Manager

To build, transform, and manage a nimble, high-growth global implementation & training team for Prochant's infusion global vertical, elevating it from transactional to transformational status. Support and complement our growth goals for 2024 and beyond, aiming to increase revenues by over 80-100% YoY. 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 margin standards during Implementation during deep collaboration with clients, operations, sales, IT and other stakeholders. The other impact areas include building the training system to scale the business for both onshore and offshore delivery. Global QA may be an additional responsibility. Impact KPIs includes adherence to live dates, zero or low impact overruns on cost, time and outcomes, marketing leading client experience as measured by leading collaboration scores and lagging net promoter score, best in class revenue cycle outcomes through implementation of transition, client service and tech protocols. Training KPI includes update to date, tested scalable training systems (content, trainers, effective delivery).  

Requirements

Education: High School Diploma or GED

Experience: 3-5 years previous end to end RCM Management experience for all commercial, PBM, Medicaid and/or Medicare payers required. Knowledge of insurance payor rules and regulations up to and including Medicare CMS guidelines for benefits and coverages for all infusion therapy and drug types. Experience with HIPPA regulated environment, processing ICD10, EOB’s, third party payers, Medicare, managed care, and private pay. Must have firm understanding of the various infusion billing systems of CPR+, Caretend, or Weinfuse and the setup and management of those billing systems. How to create written detailed infusion industry SOP's and how to use Viseo program to create process mapping for each RCM process

Specialized knowledge, skills, or abilities: Excellent working knowledge of commercial, Medicaid and Medicare, including PBM’s and managed plans for infusion therapies. Must have the ability to make independent decisions and exercise discretion when working with customers, providers, and insurance companies. Demonstrate a willingness to cooperate, work and communicate with coworkers, supervisors, and outside client contacts. Excellent verbal and written communication skills required. Strong organization skills. Must be detail oriented, follow through on tasks, problem solve, trouble shoot, and be able multi-task in a fast paced environment. Maintain a professional attitude with all staff and prospective clients. Ability to communicate effectively with all departments. Must have ability to operate independently while maintaining collaboration with the client intake team. Must be able to talk on the phone for extended periods of time.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Rapid response to our Home Infusion pharmacy and AIC clients by creating and implementing resolutions for daily operational problems with a sense urgency, teamwork, and bias for action.

Kick-off, manage, drive operationalization of multiple portfolios of our new RCM Client accounts ranging from medium to large-sized client s annual revenue

Thorough understanding of all Infusion billing systems of CPR+, Caretend, and Weinfuse up to and including the setup and management of the systems for all of the RCM functions needed for our AIC or home infusion client.

Drive positive client implementation experience through client service framework and project management best practices.

How to extract key KPI data needed, analyze and structure a plan in order to create next step best practices solutions for each of our clients.

Drive process efficiency and best Infusion Industry best practices while onboarding clients. Creation of all client SOPs by client, payer and for each RCM procedure, and handing it off the operation for delivery. Maintain oversights of all SOPs even after hand-off

Drive collaboration in tasks, projects, response times, & outcomes that are critical to the relationship. Escalate proactively on non-collaborating ones

Build a trusting relationship by being available, delivering on promises, and transparent communication such as weak client revenue cycle practices, without drifting away from established scope, principles & standards.

Support the global team beyond implementation on training, competency building, cheat sheets, decision support, & QA monitoring / calibration with client expectations.

Build systems (people, process and technology, and ecosystem) to drive scale

Benefits

Prochant offers some of the best benefits in the industry! We take great care of our employees. Prochant’s Fortune-500 level benefits package includes:

• Health Insurance
• Gap Insurance
• Dental Insurance
• Vision Insurance
• Short Term / Long Term Disability (company paid)
• Term Life Insurance (company paid, employee can elect additional)
• Full suite of supplemental insurance plans, including:
• Disability Income
• Level Term Life
• Accident Insurance
• Critical Illness Insurance
• Family Teledoc Plan (company paid)
• Floating holidays and paid time off
• 401K with company match