Manager, Client Management

Job Description:

The Manager, Client Management is responsible for the RCM client relationship and success of the revenue cycle, in collaboration with the Customer Satisfaction team. This will include the management and delivery of contracted scope of services including communication with client management, coordination of service, establishing and maintaining policy and procedures, and responsibility for the performance indicators.

• Manage overall relationship with client management/executive level contacts for mid to large and/or complex clients under coaching of a higher-level Revenue Cycle Account Manager, in collaboration with the Customer Satisfaction team.
• Establish and maintain internal budgeting and client performance expectations.
• Meet with client contacts on a regular basis, developing relationships and to provide experienced revenue cycle management expertise with consultative approach toward process improvement.
• Coordinate internal service teams, working with partners to reduce recurring errors, identify needs for resources changes, etc. (stateside employees, training and implementation, global team, outsource vendor, IT and other divisions).
• Ensure alignment of internal messaging and deliverables with other service teams.
• Ensure service level agreements are met for each client, identifying opportunities for improvement and developing action plans for problem resolution.
• Ensure adherence to best practice setup, policy and procedures and provide recommendations for improvement. Proactively identify and avoid compliance issues.
• Identify opportunities for sale of additional services. Support sales team when operative perspective/expertise is needed. Identify opportunities for referrals, references and case studies.
• Manage client relationships of greater scope, size and/or complexity than those of Revenue Cycle Account Manager I.
• Coach, develop team members to assure a high performing team.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor's Degree in Business Administration, Health Management Information Systems, or related discipline.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 6+ years of experience in customer service, revenue cycle management, or similar experience.

Knowledge, Skills & Abilities:

• Knowledge of: Revenue Cycle Management best practices.
• Skill in: Leadership, communication, interpersonal skills.