Client & Operations Success Specialist

Summary

Join our team as a Client & Operations Success Specialist and ensure exceptional experiences for clients and employees. Support project and contract execution, drive operational excellence, and facilitate onboarding. This role provides strategic support to department leadership and requires strong communication and detail-orientation. Responsibilities include managing client success processes, employee success initiatives, and providing leadership support. The ideal candidate has 5+ years in healthcare consulting operations and strong organizational skills. This position reports to the VP of AAPC Services.

Requirements

• Minimum of 5 years working in healthcare consulting operations
• Strong organizational and time management skills
• Excellent verbal and written communication
• Proficiency with Microsoft Office Suite, project tracking tools, and CRM systems
• Ability to manage multiple priorities with a high level of accuracy

Responsibilities

• Process new sales contracts and coordinate contract signatures
• Attend client kickoff calls and manage onboarding completion
• Facilitate EMR access for clients, coordinators, and auditors
• Monitor project status, identify missing work, and issue client reminders
• Pull and distribute “Not Received” reports to project leads; update the scheduled work dashboard weekly
• Complete client invoicing reconciliation and address client billing inquiries
• Monitor accounts receivable and follow up on past due balances
• Pull and input daily stats and prepare end-of-month YoY reports for accounting
• Run monthly client satisfaction surveys (trainers and Sales Team)
• Manage hiring and termination tasks for employees and contractors
• Pull and report daily production data during the operations meeting
• Lead the Team Building Committee and manage related budgets
• Implement new team engagement activities and employee incentives
• Track employee evaluation and coaching timelines and send reminders
• Monitor H5 goal progress and support employees in using the tracking tool
• Follow up on incomplete quarterly mandatory training
• Assign and monitor monthly formal QA reviews
• Support managers in upskilling initiatives by sourcing and assigning training content (e.g., webinars, Practicode)
• Track participation and completion of upskilling; issue employee incentives
• Take attendance at team meetings
• Pull weekly SLA and KPI metrics for leadership reporting
• Assist in researching and formatting content for marketing articles and webinars
• Prepare PowerPoint presentations for monthly scrum meetings
• Attend key meetings (Daily Ops, Sales, Risk, Client Engagement) and assist in tracking and following up on action items
• Coordinate sales team meetings and manage executive calendar scheduling
• Schedule and prepare materials for quarterly and ad hoc Quality Committee meetings
• Maintain and update internal policy and procedure documents

Preferred Qualifications

• Experience in client services, operations, or HR coordination
• Knowledge of AAPC resources, learning tools, and internal platforms