Senior Manager, Client Success

Freddie Mac; United States; Remote; USD 80,000 - 128,000; Full time

Job summary

An established industry player is seeking a Senior Manager of Client Success to enhance client relationships and optimize revenue cycles. In this pivotal role, you will act as a trusted advisor, ensuring client satisfaction and retention while driving strategic initiatives that enhance financial performance. You will collaborate with various internal teams to streamline operations and implement best practices. This role offers the opportunity to lead a team, monitor performance metrics, and provide actionable insights to clients. Join a dynamic environment where your expertise will contribute to transformative solutions in healthcare, making a meaningful impact on the communities served.

Benefits

Competitive benefits package

Annual bonus plan

Opportunities for professional growth

Collaborative work environment

Qualifications

• 7+ years of experience in revenue cycle management or client success roles.
• Proven ability to build and maintain relationships with key stakeholders.

Responsibilities

• Oversee the client experience throughout the full revenue cycle.
• Collaborate cross-functionally with internal teams to align solutions.

Skills

Revenue Cycle Management (RCM)

Client Relationship Management

Leadership Skills

Communication Skills

Analytical Skills

Problem-Solving Skills

Financial Reporting

Healthcare Compliance Knowledge

Adaptability

Education

Bachelor's degree in healthcare administration, business, or related field

Master's degree (preferred)

Tools

EMR systems (eClinicalWorks, NextGen, Epic, Meditech)

Microsoft Office Suite

Analytic tools

Job description

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.

As our Senior Manager of Client Success, you will serve as a trusted advisor and reliable advocate for clients, overseeing the client experience throughout the full revenue cycle, ensuring optimal financial outcomes, client satisfaction, and long-term retention. As an industry expert, this role serves as the primary liaison between the organization and its clients, driving strategic initiatives to enhance revenue performance, streamline operations, and ensure compliance with industry regulations.

Every day you will collaborate cross-functionally with internal teams such as billing, coding, operations, and technology to align solutions with client goals. The Senior Manager will offer strategic guidance, support clients in maximizing revenue collection, reducing costs, and improving the overall financial health and performance of the account. To thrive in the role, you will be a strategic thinker with strong leadership skills, a client-focused mindset, and deep knowledge of revenue cycle management industry and processes, including patient access, billing, coding, collections, and compliance.

Here's what you will experience working as a Senior Manager of Client Success:

Client Relationship Management

• Develop and maintain strong relationships with key stakeholders across client organizations to deliver an exceptional client experience.
• Serve as the primary point of contact, ensuring client satisfaction and retention.
• Address client concerns promptly and work proactively to prevent potential issues.
• Coordinate and communicate client contractual details for SLAs, performance-based pricing, fees and terms with analytics and finance teams. Communicate periodic changes based on contract amendments.
• Responsible for identifying customer needs, developing and seeking buy-in on solutions and managing through the change process at the account level.

Revenue Optimization and Value Delivery

• Ensure clients achieve maximum financial performance through the organization's RCM services.
• Collaborate with internal and external stakeholders to align services with client goals and key performance indicators (KPIs).
• Implement best practices to optimize workflows and minimize revenue leakage.

Client Onboarding and Implementation Success

• Assist in facilitating the new client onboarding process to ensure a smooth transition from the sales and contracting phase to the operational phase of the engagement.
• Ensure alignment of expectations.
• Develop tailored strategies to support each client's unique revenue cycle challenges and goals.
• Provide training and education to clients on RCM processes and technology.

Performance Monitoring and Reporting

• Consistently monitor KPIs to identify opportunities for process improvements, providing clients with actionable insights to optimize pre-claim, denials, and controllable adjustment measures that drive revenue enhancement and cost reduction.
• Utilize analytics and PowerBI insights to identify trends and make data-driven recommendations.
• Collaborate with analytics to fulfill reporting needs of the client and ad hoc client-facing reports.
• Lead the presentation of performance reporting during calls with the client. Advise the client of actionable insights regarding performance, communication, and/or the strategic approach for the engagement. Responsible for presenting the information in a manner that maximizes client engagement and shared understanding of organization's performance and value.

Collaboration and Leadership

• Resolve escalated client concerns that require management level involvement by serving as the 'quarterback' with partners (internal and external) to resolve issues regarding client performance metrics, tactical issues, and technology needs to exceed client expectations.
• Lead and mentor a team of client success managers/reps to ensure high performance and professional growth.
• Work collaboratively with internal teams and clients in setting direction of client revenue cycle projects and performance improvement efforts including defining issues; identifying root causes; interpreting data; understanding data dependencies; goal setting; establishing tracking and reporting metrics; updating project plans; and providing performance reports.

Required Skills:

• Bachelor's degree in healthcare administration, business, or related field (Master's preferred).
• 7+ years of experience in revenue cycle management, healthcare operations, or client success roles.
• Strong knowledge of RCM processes, including billing, coding, claims management, and reimbursement.
• Proven ability to build and maintain relationships with key stakeholders at all levels.
• Excellent communication, interpersonal, problem-solving, and leadership skills.
• Proficiency in utilizing and optimizing EMR systems such as eClinicalWorks, NextGen, Epic, or Meditech.
• Excellent written and oral communication skills (including presentation experience) required.
• Advanced computer skills including knowledge of patient accounting systems, analytic tools, and Microsoft Office Suite.
• Proven experience handling projections for the sales team and driving upsell opportunities.
• Strong track record in managing multiple clients and priorities effectively.
• Demonstrated success in performance monitoring, revenue optimization, and process improvement.
• Strong analytical skills with experience in financial reporting, KPI tracking, and revenue performance analytics.
• Adaptability and a proactive mindset to stay ahead of industry trends and evolving client needs.
• Familiarity with healthcare compliance regulations such as HIPAA, CMS guidelines, and payer requirements.

Pay Range - $100,000 - $130,000 annually.

For this US-based position, the base pay range is $80,019.00 - $127,950.31 per year. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.

This job is eligible to participate in our annual bonus plan at a target of 10.00%.

The healthcare system is always evolving - and it's up to us to use our shared expertise to find new solutions that can keep up. On our growing team, you'll find the opportunity to constantly learn, collaborate across groups, and explore new paths for your career.

Our associates are given the chance to contribute, think boldly, and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team - including offering a competitive benefits package.

R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices, including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.

CA PRIVACY NOTICE: California resident job applicants can learn more about their privacy rights California Consent.

To learn more, visit: R1RCM.com

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