Job description
The Client & Operations Success Specialist is a highly organized and proactive team member responsible for ensuring an exceptional experience for both clients and employees. This role supports project and contract execution, drives operational excellence, facilitates onboarding and engagement initiatives, and provides strategic support to department leadership. The ideal candidate thrives in a fast-paced environment, communicates effectively across teams, and is detail-oriented with strong follow-through.
Key Responsibilities
This position will report to the VP of AAPC Services and provide support to the Sr. Director of Operations and Audit Managers
Client Success
- 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)
Employee Success
- 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
Leadership Support
- 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
Skills & Qualifications
- 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
- Experience in client services, operations, or HR coordination preferred
- Knowledge of AAPC resources, learning tools, and internal platforms is a plus
Attributes:
Humble - Learns, adapts, and improves relentlessly. Seeks feedback without insecurity and implements coaching. Recognizes others’ contributions gratefully. Approaches work and relationships with an abundance mentality. Places the needs of others above self.
Supportive - Empowers and uplifts others. Listens actively and responds with empathy and understanding. Prioritizes well-being and growth of team members and customers ahead of own interest. Faces challenges together, believing in collective strength and unity.
Driven - Self-starts and stays highly motivated to achieve ambitious goals. Shares contagious energy and enthusiasm liberally. Takes initiative without always being directed. Demonstrates confidence in decision-making and effectively balances autonomy and authority with accountability.
Transparent - Aligned with a culture of openness, integrity, and trustworthiness. Follows through on commitments to internal and external parties. Maintains strict accountability and values the trust placed in them by others.
Innovative - Entrepreneurial spirit with a scrappy mentality. Dreams big, sees opportunity, pursues full potential, and finds ways to accomplish the impossible. Rolls up sleeves and does real work. Works quickly, intelligently, and flexibly.
We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.
