Client Operations Director

• 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.

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).

• 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.

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

• 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.

One or more of the following certifications required:

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.

• 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.

• 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.