[Remote] Director of Client Operations
Note: The job is a remote job and is open to candidates in USA. KODE Health is a health-tech company focused on improving medical coding practices. The Client Operations Director will manage client relationships, oversee coding operations, and ensure compliance with quality and productivity standards while driving customer satisfaction.
Responsibilities
- 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
- 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
- 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
- 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)
- 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
- 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
Skills
- Deep medical coding expertise
- Strong relationship management skills
- Interpersonal skills
- Clear communication
- Operational acumen
- Commitment to delivering exceptional service to hospital clients
- Experience in client relationship management
- Ability to build and maintain strong, long-term client relationships
- Experience conducting regular client meetings to review performance metrics
- Ability to respond promptly to client inquiries and resolve issues
- Experience managing daily activities of coding teams
- Ability to monitor coding productivity, accuracy, turnaround times, and service-level agreements (SLAs)
- Experience coordinating with coding managers and quality assurance teams
- Ability to analyze operational reports and communicate trends, risks, and opportunities
- Working knowledge of ICD-10-CM, CPT, HCPCS, and medical terminology
- Understanding of specialty-specific coding requirements and payer guidelines
- Ability to assist clients with coding-related questions and documentation improvement opportunities
- Experience supporting denial management and coding-related appeals
- Knowledge of CMS regulations, coding updates, and compliance requirements
- Ability to ensure coding activities comply with HIPAA, CMS regulations, payer requirements, and company policies
- Experience reviewing quality metrics and coordinating corrective action plans
- Ability to maintain confidentiality and security of protected health information (PHI)
- Experience preparing and presenting monthly performance reports
- Ability to track KPIs including coding accuracy, productivity, denial rates, turnaround times, and customer satisfaction
- Experience identifying opportunities to improve processes and enhance operational efficiency
- Experience participating in strategic planning and continuous improvement initiatives
- Ability to work closely with coding teams, quality assurance teams, operations leadership, and revenue cycle personnel
- Experience coordinating training initiatives and communicating coding updates
- Ability to support business development efforts and expansion opportunities within existing accounts
Company Overview