Director Client Experience Jobs in Michigan (NOW HIRING)

Description:

About KODE

We’re coding rebels with a cause. KODE is a health-tech company developed by medical coders for medical coders looking to change the way things are done in the industry. Our company may be young but we’re growing rapidly. That also means we’re not buried in outdated policies and bureaucracies.

We’re serious about two things: coding and treating you like the professional you are. If this intrigues you, please keep reading.

Position Summary

The Client (Klient) Operations Director serves as the primary liaison between hospital clients and the medical coding operations team. This role is responsible for managing client relationships, ensuring coding quality and productivity standards are met, resolving operational issues, and driving customer satisfaction. The Klient Operations Director manages coders (Koders) directly and collaborates closely with coding specialists, quality teams, and other client stakeholders to optimize coding performance, maintain regulatory compliance, and support revenue cycle objectives.

Ideal Candidate Profile:
A client-focused healthcare professional who combines deep medical coding expertise with strong relationship management skills, interpersonal skills, clear communication, operational acumen, and a commitment to delivering exceptional service to hospital Klients. 

Key Responsibilities:

Client Relationship Management

• Serve as the primary point of contact for assigned hospital clients. 
• Build and maintain strong, long-term client relationships. 
• Conduct regular client meetings to review performance metrics, address concerns, and identify opportunities for improvement. 
• Respond promptly to client inquiries and resolve issues in a professional and timely manner. 
• Manage the daily activities of Koders on their assigned teams.
• Ensure productivity and quality standards are maintained. 

Operational Oversight

• Monitor coding productivity, accuracy, turnaround times, and service-level agreements (SLAs). 
• Coordinate with coding managers and quality assurance teams to ensure client expectations are consistently met. 
• Analyze operational reports and communicate trends, risks, and opportunities to internal leadership and clients. 
• Support staffing forecasts and workload balancing to maintain service commitments. 

Revenue Cycle and Coding Expertise

• Maintain working knowledge of ICD-10-CM, CPT, HCPCS, and medical terminology. 
• Understand specialty-specific coding requirements and payer guidelines. 
• Assist clients with coding-related questions and documentation improvement opportunities. 
• Support denial management and coding-related appeals when necessary. 
• Stay current on CMS regulations, coding updates, and compliance requirements. 

Quality and Compliance

• Ensure coding activities comply with HIPAA, CMS regulations, payer requirements, and company policies. 
• Review quality metrics and coordinate corrective action plans when performance issues arise. 
• Partner with internal audit and quality teams to address findings and implement process improvements. 
• Maintain confidentiality and security of protected health information (PHI). 

Reporting and Performance Management

• Prepare and present monthly performance reports to clients and leadership. 
• Track KPIs including coding accuracy, productivity, denial rates, turnaround times, and customer satisfaction. 
• Identify opportunities to improve processes and enhance operational efficiency. 
• Participate in strategic planning and continuous improvement initiatives. 

Cross-Functional Collaboration

• Work closely with Koders, quality assurance teams, operations leadership, and revenue cycle personnel. 
• Coordinate training initiatives and communicate coding updates to clients and internal teams. 
• Support business development efforts and expansion opportunities within existing accounts. 

Requirements:

Education

• Bachelor's degree in Healthcare Administration, Business Administration, Health Information Management, or related field preferred. 
• Equivalent combination of education and experience may be considered.

Experience

• 4+ years of medical coding experience. 
• 4+ years of client management, account management, operations, or healthcare services experience required.      
• Must have experience with outsourced coding client management. 
• Experience working with physician, hospital, and/or outpatient coding environments. 
• Familiarity with revenue cycle management processes and denial management. 

Certifications

One or more of the following certifications required:

• CPC® (Certified Professional Coder)
• CCS® (Certified Coding Specialist) 
• RHIT® (Registered Health Information Technician) 
• RHIA® (Registered Health Information Administrator) 

Knowledge and Skills

• Strong understanding of ICD-10-CM, CPT, and HCPCS coding systems. 
• Knowledge of CMS regulations, payer policies, and HIPAA requirements. 
• Excellent client relationship and communication skills. 
• Strong analytical and problem-solving abilities. 
• Proficiency with EHR systems, coding software, and Microsoft Office applications. 
• Ability to manage multiple priorities and work in a fast-paced environment. 
• Strong presentation and reporting skills. 

Key Performance Indicators (KPIs)

• Client satisfaction and retention. 
• Coding accuracy rates. 
• Turnaround time and SLA adherence. 
• Productivity metrics. 
• Denial and rework rates. 
• Revenue cycle performance improvements. 
• Successful implementation of process improvement initiatives. 

Physical Requirements

• Ability to work remotely or in an office environment. 
• Prolonged periods sitting and working on a computer. 
• Occasional travel to client sites or company meetings may be required.