Community Health Systems Sr. Director of Client Services Corporate (ESS) in Nashville, Tennessee


Job Title: Senior Director of Client Services - Corporate

Department: Eligibility Screening Services

Reports To: ESSVice President

FLSA Status: Exempt

Summary: TheSenior Director works in conjunction with the Vice President and other seniorleaders in the organization to develop and implement strategic direction, policies,procedures, and practices for the Coverage Discovery Unit management andsupport staff. The Senior Director also provides strategic direction for theSystems Operations team and oversees the procedures and practices of teamthrough coordination with the Operations management and support staff. The SeniorDirector serves as an integral contributor to the senior management team of ESSin cooperation with the Vice President and other Senior Directors.

Essential Dutiesand Responsibilities includethe following. Other duties may be assigned.

  • Serve as the representative of the Coverage Discovery Unit to the Vice President, Sr. Director of Client Services - Field, Sr. Director of Education and Compliance, and other ESS leaders.

  • Represent and promote concepts, ideas and suggestions as developed by the Coverage Discovery Unit Managers and Systems Operations leadership to ESS leadership and CHS leadership as required.

  • Communicate and promote policies, procedures and practices to CDU Management and support staff as well as Systems Operations Management and support staff as determined by ESS leadership.

  • Serve as the representative of ESS Corporate initiatives to CHS, PFS, and client leadership.

  • Develop and maintain professional, service-oriented working relationships with leadership.

  • Assist with research and preparation of reports to leadership on ESS Corporate departments and support staff effectiveness and results as necessary.

  • Work with Sr. Directors and their support staff to review, monitor and analyze the efficiency and effectiveness of ESS efforts for each support team.

  • Meet as necessary with CHS Leadership to discuss issues of concern or the current state of ESS services.

  • Hold regular staff meetings to review processes and implements ideas for improvement.

  • Execute decisions related to the selection, evaluation, promotion, termination, and discipline of Coverage Discovery Unit Managers and Systems Operations leadership in accordance with company policy and employment law. Provide input to selection, evaluation, promotion, termination, and discipline of Coverage Discovery Representatives, Systems Operations Analysts, and System Support Analysts.

  • Oversee the daily functions of the Operations team, and ensure that new functionalities are communicated to the Education team to ensure proper training of CDU staff.

  • Serve as project lead on innovations and initiatives within ESS business practice, and vendor liaison with multiple business partners.

  • Direct and initiate telephony systems to assure maximum utilization of the technology as it pertains to call center usage.

  • Take an active role in developing staff including but not limited to the on-going development of direct reports and training new directors and managers.

  • Ensure all employees meet or exceed established guideline for standards of performance and follow CHS/ESS policies and procedures.

  • Meet with employees regarding disciplinary actions in collaboration with the HR Manager.

  • Participate in ESS leadership calls, meetings and presentations.

  • Ensure compliance with CHS/ESS policy and procedures and pertinent federal and state laws or regulations.

  • Observe professional ethics in maintaining confidential information acquired concerning the personal, financial, medical, or employment status of patients and their families.

  • Other duties as assigned.


Qualifications To perform thisjob successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill,and/or ability required. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.

Education and/or Experience:


  • Must have at least seven years of leadership experience in healthcare revenue cycle management.

  • Prior experience in a leadership role in eligibility process management considered highly desirable.

  • A Bachelor s degree or relevant experience in lieu of degree, preferably in a hospital business office/admissions departments, or supervisor/manager in an eligibility company preferred.

  • Working knowledge of Medicare, Medicaid, Crime Victims, QMB, Disability and any/all other third party coverage and other available local, state and federal programs preferred.

  • Above average proficiency using computers for data entry, email, web searching,reporting etc. is preferred.

LanguageSkills: Ability to read, analyze, andinterpret common financial reports and legal documents. Ability to respond to common inquiries orcomplaints from employees, customers and regulatory agencies. Ability to effectively present information tocompany employees including senior leadership.

OtherSkills: Capable of strong human relationsskills and ability to practice, sincere empathy for others. High emotional maturity and ability tofunction under stress including making timely decisions under pressure.

Physical Demands: Whileperforming the duties of this Job, the employee is regularly required to usehands to finger, handle, or feel and talk or hear. The employee mustoccasionally lift and/or move up to 25 pounds and will frequently be requiredto move through a Hospital facility and other facilities, including spending upto 70% of the day standing and/ or walking. According to travel and business demands, the employee may be requiredto travel (including driving) on weekends and after dark. Specific vision abilities required by thisjob include close vision and ability to adjust focus.

Job: Eligibility Screening Services

Organization: Eligibility Screening Services

Location: TN-Nashville

Requisition ID: 1819969