Manager Client Experience

Essential Responsibilities

• Client Relationship/Management: 35%
• Client Business Reviews and Meetings: 20%
• Collaborates with other R1 functions: 30%
• Management of CDM: 10%
• Document the customer experience in CRM: 5%
• Works collaboratively across functions to ensure operational excellence, to nurture and ensure client satisfaction leads to growth and retention
• Ensures mutual understanding of goals, objectives, and action plans related to the client’s revenue and book of business.
• Participate in the contracting and contract renewal process.
• Own the relationship management of assigned clients including continued communication of revenue cycle performance
• Support efforts to improve KLAS and NPS scores and related activities.
• Meeting deck prep and coordination with CDM on meeting deck prep, QA, and deck validation
• Contribute to R1 strategy development as customer expert sharing best practices, optimizing performance, and leading the transformation.
• Proactively communicate metric performance and the detailed drivers/risks/barriers behind the data to help drive action plans creation.
• Act as a change agent to help establish common goals and create alliances across hospital organization to optimize success.
• Promote a supportive and positive team culture that aligns with company values
• Work hand in hand with internal R1 service delivery and operational teams to align operational objectives, understand current performance levels, and identify and develop remediation plans for any risks identified.

Education Level

Bachelor's - Equivalent experience will be considered in lieu of a degree

Experience Level

Minimum of 5 years of experience

3+ years of experience in account management, client experience management, and/or revenue cycle operations consulting, working with Director-level partners, is preferred.

CRCR preferred

Skills

Outstanding organization and prioritization skills

Exceptional written and verbal communication skills

Proficiency with Microsoft Office, including basic to intermediate Excel functions, and CRM application use (preferred: Salesforce).

Physical Demands

•Writing

•Reading

•Walking

•Sitting

•Bending

•Standing

•Driving

•Extended Computer Usage

•Carrying

•Ability to travel up to 40%.

Work Environment

•On-Site Corporate

•On-Site Facility

•Remote

•Noise Level -Quite

•Noise Level -Moderate

•Noise Level -Loud

•Climate Controlled

• Well-lit

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.

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To learn more, visit: R1RCM.com

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