Assistant Vice President, Client Operations - Whitehall Township, PA

The core responsibility of Pena4's Client Success division is to ensure clients receive the highest level of service from Pena4. The team focuses on building and maintaining client relationships beginning with implementation, production management, performance metrics, managing t ...

Job description

The core responsibility of Pena4's Client Success division is to ensure clients receive the highest level of service from Pena4. The team focuses on building and maintaining client relationships beginning with implementation, production management, performance metrics, managing the overall client engagement, long-term growth and retention.

Role Overview

The Assistant Vice President of Client Operations (AVP) will lead Pena4's client operations with respect to all client deliverables including implementation, client services and production. This will be done through well-organized processes/procedures, plans, staffing, metrics, and oversight. This position is a leadership role and is expected to develop, implement and oversee the company's short-term as well as long term initiatives with respect to delivery of service to clients, client growth, client satisfaction, client retention.

The AVP, Client Operations, is also responsible for providing consulting services and acting as an HIM subject matter expert to existing and new clients. In addition, the AVP must ensure that existing client revenue is achieved and grow each client's revenue by an established target to be determined annually by senior management.

Key Responsibilities

Provide leadership to the Client Services/Success, Production, and Implementation teams responsible for delivering services to clients and oversee the day-to-day operations of each respective department, in collaboration with the domestic and offshore management teams.

Strategic Management & Leadership

• Participate in strategy planning with leadership team to develop, execute, and manage the company's long-term goals and revenue targets
• Serve as subject matter expert in the planning, development and implementation of new projects, software applications, business lines, and services
• Develop departmental budgets and revenue budgets and targets for each client.
• o Provide financial oversight and monitoring of budgets to ensure targets are met
• o Monitor revenue for all clients and service lines, prepare variance and projection reports
• o Ensure relevant financial data is presented to the President & COO and leadership team
• Interact regularly with the leadership team and department heads to ensure that operational priorities are aligned with delivery of services to clients
• Partner with all teams to enhance profitability, productivity and efficiency in operations

Client Implementation

• Guide new clients through the implementation process and provide overall support
• Schedule kickoff meetings, create and manage implementation project plans, coordinate development and updating of Account Protocols (volume, workflow diagram, and key processes), determine staff requirements
• Define success criteria and milestones with the client
• Ensure smooth setup and training
• Coordinate setup in internal systems, request access, provide project plan updates, set meeting agendas, capture minutes, and provide status reports
• Implement checks/balances to ensure optimal client operations and ensure new client engagement is live within specified timeframe
• Ensure seamless handoffs from Sales to Client Services and consistent with client expectations and experience

Relationship Management and Client Services

• Manage overall client engagement and serve as the primary point of contact post-sale
• Develop revenue budgets and weekly revenue projection for each client
• Understand client goals and challenges to build trusted, long-term client relationships
• Conduct standing meetings and QBR's with clients and the leadership team
• Prepare and send meeting agendas, minutes and action items
• Manage the capacity planning along with the production team's schedules, workloads, TAT, production and utilization
• Manage system access for resources, work with client services and client's help desk to ensure access is created and working, initiate access removal requests
• Scheduling of resources, and coordination of PTO requests
• Assignment of cases to resources (coding, auditing, and QA) based on pre-existing resource alignments provided by coding management
• Assign Central Learning cases to production coders as needed
• Create service requests and scheduled calendar events in Guru, perform data entry of completed cases and respective time for each coder
• Review and close weekly invoices, address discrepancies with finance and/or client

Value Delivery & Outcome Tracking

• Ensure clients are achieving measurable results
• Monitor all contract deliverables (commitments, volume, value reports, reconciliation of accounts, invoicing, etc.)
• Utilize performance metrics to track and report productivity
• Ensure and measure customer satisfaction

Retention & Churn Prevention

• Proactively address risks to success
• Identify early warning signs of dissatisfaction and resolve issues before they escalate
• Coordinate contract renewals

Customer Escalations & Feedback

• Collect and relay client feedback to SME's and leadership teams, triage as necessary
• Serve as the primary liaison for customer escalations, coordinating with Coding, Quality, CDI, and Billing leadership to ensure timely responses and resolution
• Document and track all escalations and concerns, maintaining clear visibility across internal teams and ensure consistent communication back to the client
• Facilitate escalation meetings and debriefs with internal stakeholders to align on issue root causes, resolution plans, and customer messaging
• Collaborate with internal teams to build and monitor action plans, ensuring all commitments made to the customer are completed and followed through
• Ensure customer expectations are managed appropriately, including realistic timelines, mitigation steps, and regular updates on progress
• Escalate internal delays or barriers proactively to appropriate leaders to avoid further customer dissatisfaction
• Track post-resolution satisfaction and trends to identify patterns and drive continuous service improvement in partnership with delivery teams
• Represent the client voice internally, influence improvements and roadmap priorities

Growth & Expansion Support

• Develop strategic plans to increase revenue of existing clients (targets to be determined annually based on company goals)
• Identify upsell, cross-sell opportunities, and contract expansions
• Expand horizontal footprint within each client by contacting other departments, building relationships, and gaining interest
• Support clients as their needs evolve and align internal teams around client goals
• Act as consultant and subject matter expert for existing and new clients

Perform additional duties as assigned and assist with other tasks as requested.

Required Skills & Qualifications

Experience:

· Minimum of seven (7) years applied management experience in directing and overseeing client operations within the for-profit revenue cycle consulting industry

· Minimum five (5) years of experience leading offshore teams in India

Education:

· College degree required; graduate degree a plus, preferably Health Information Management or Business Management/Administration

Credentials/Certifications:

· AHIMA, AAPC, or other relevant credentials preferred, but not required, such as RHIA, RHIT, CCS, CPC.

Skills & Knowledge:

• Working knowledge of ICD-10-CM/PCS, CPT, and payment methodologies (DRGs, APCs, etc.), medical coding, medical billing, coding auditing, education, and staffing
• Strong knowledge of HIPAA, and other privacy laws and regulations, and ability to analyze risks and solve compliance challenges
• Excellent customer service, project management, planning, budgeting, reporting, people management, communication, public speaking, and interpersonal skills
• Strong organizational, analytical, and problem-solving abilities and techniques
• Data analytics, cost analysis, and ability to develop business plans
• Strong proficiency in Microsoft Office

Physical Job Requirements

• Ability to travel between office and client locations (international travel when needed)
• Ability to operate standard office equipment for prolonged periods (pc/laptop, phone, keyboard, mouse, monitor, printer/scanner/copier, etc.)
• Ability to perform repetitive hand and wrist motions (typing, data entry)
• Ability to sit extended periods of time, with occasional standing and walking in the office
• Ability to communicate effectively in person, by phone, and via electronic means
• Ability to lift and carry objects typically up to 15 pounds such as files or office supplies
• Ability to maintain focus in a typical office environment with moderate noise levels

About Pena4

Pena4 is a global provider of healthcare, revenue cycle, and technology solutions focused on innovation and human expertise. With a presence across the USA, India, and Canada, we deliver high-quality services in medical billing, coding, consulting, and integrated technology solutions. Our mission is to blend technology with human expertise to boost client outcomes and create lasting value.

Why Join Us

You'll work alongside passionate teams, gain valuable skills, and help shape how Pena4 connects with clients around the world.

We believe that employee well-being is of utmost importance. We offer unmatched opportunities and rewards across the globe. Our inclusive work ethics and environment offer a range of benefits to support employees and their eligible family members, making it easier to stay healthy physically, emotionally, and financially.

Culture and Values

The Pena4 employee experience is guided by our values of integrity, customer commitment, caring about people, innovation, inclusion, and responsibility. The most fundamental reason we exist as a company is our teams' unparalleled passion for innovation. We believe that each individual, and every team, at Pena4 is central to our success. We're committed to creating an agile environment that inspires our people through professional development, cross-collaborative opportunities, and access to cutting-edge learning resources.

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Join us to lead transformative initiatives that elevate our client operations while fostering a dynamic, collaborative workplace focused on excellence

Pay: $130, $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Application Question(s):

• How many years of experience do you have leading offshore teams in India?
• Are you within commuting distance of Whitehall, PA? One day per week onsite to meet with the leadership is required.

Experience:

• RCM - Client Operations: 7 years (Required)

Work Location: Hybrid remote in Whitehall Township, PA 18052