Manager Client Experience

R1 RCM•Remote, GA, GA

1d•$65,000 - $116,747•Hybrid

About The Position

The Manager Client Experience is responsible for managing client relationships, conducting business reviews, collaborating with other R1 functions, managing Client Data Management (CDM), and documenting customer experiences in CRM. This role ensures operational excellence, nurtures client satisfaction for growth and retention, and participates in the contracting and renewal process. The Manager acts as a customer expert to contribute to R1 strategy, proactively communicates metric performance, and serves as a change agent to align goals and create alliances within hospital organizations. They promote a positive team culture and work closely with internal service delivery and operational teams to align objectives and develop remediation plans. 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.

Requirements

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

Nice To Haves

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
basic to intermediate Excel functions
CRM application use (preferred: Salesforce).

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.