Strategic Client Manager

CPSI

About The Position

The Strategic Client Manager (SCM) is an individual contributor responsible for executive relationships with top acute enterprise clients. The role requires deep expertise in acute revenue cycle management (RCM) services and accountability for value realization across the TruBridge portfolio, including the EHR and third-party solutions. The SCM applies revenue cycle leadership experience to improve operational and financial performance while advancing EHR adoption, solution integration, and client outcomes. This is not a people-leadership position. The SCM owns client-specific success and recovery plans, drives measurable improvements across the revenue cycle and broader solution portfolio, coordinates cross-functional execution, manages escalations and risk, supports retention and growth, and helps clients demonstrate value from their TruBridge partnership. The role works dynamically within a team structure and may include other job-related duties. Goals and objectives may change. All activities must comply with applicable Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations.

Requirements

At least 7 years of healthcare revenue cycle experience, including at least 3 years leading client-facing RCM services, operations, performance improvement, or complex account recovery initiatives.
Demonstrated experience improving healthcare revenue cycle performance, with working knowledge of cash collections, accounts receivable aging, denial performance, billing quality, and payer or contractual outcomes.
Proven success improving client satisfaction, protecting renewals, reducing preventable attrition, and recovering at-risk client relationships.
Ability to identify emerging client issues, establish clear resolution plans, maintain stakeholder accountability, and follow through until risk is mitigated and the client confirms an acceptable outcome.
Ability to work independently and collaborate effectively, engaging appropriate subject matter experts to resolve client needs and achieve shared outcomes.
Strong relationship-building skills, including the ability to listen and connect the dots for client benefit.
Experience advising and influencing hospital CFOs, revenue cycle executives, and operational leaders on performance gaps, competing priorities, recovery plans, and financial outcomes.
Ability to analyze revenue cycle performance trends, identify root causes of underperformance, quantify financial impact, and present clear recommendations and accountable recovery plans to client and internal leaders.
Proven ability to build and maintain complex client relationships, including strategic partnerships with C-suite leaders and stakeholders across client organizations.
Deep understanding of end-to-end healthcare revenue cycle operations, including patient access, charge capture, coding, billing, claims management, denials, accounts receivable, cash collections, underpayments, write-offs, and payer or contractual performance.
Excellent communication and collaboration skills.
Experience managing operational processes and driving growth strategies.
Ability to manage and prioritize multiple client priorities while focusing on common results.
Highly organized with efficient time-management skills.
Experience connected to all stages of client relationships, including sales, implementation, and support.
Ability to travel up to 60%.

Nice To Haves

Bachelor’s degree in business administration, Healthcare Management, or a related field (preferred).
Experience in strategic account management, healthcare technology, or health information systems that complements the required healthcare revenue cycle leadership background.
Individual contributor role.

Responsibilities

Develop and implement client success plans with retention, satisfaction, risk-reduction, and growth objectives.
Maintain in-depth knowledge of each client’s organization and healthcare environment to strengthen strategic relationships and advance documented client outcomes.
Measure client satisfaction and engagement through structured feedback, executive conversations, solution adoption, service performance, and relationship indicators.
Create and maintain value realization reporting to demonstrate client ROI, support executive business reviews, identify satisfaction or adoption gaps, strengthen renewal decisions, and inform responsible growth opportunities.
Align qualified clients with the TruBridge reference program.
Own executive-level performance reviews with client financial and operational leaders, translating revenue cycle data into prioritized actions to improve cash collections, accounts receivable performance, denial outcomes, billing effectiveness, and overall financial health.
Lead cross-functional TruBridge Financial Health teams and subject matter experts in diagnosing client performance challenges, establishing corrective action plans, assigning ownership, removing barriers, and holding stakeholders accountable for timely execution and measurable results.
Own assigned client relationships and overall execution, with accountability for retention, renewal readiness, client satisfaction, risk reduction, and responsible growth.
Serve as the executive escalation point for material RCM service and performance issues; assess business impact, mobilize operational leaders and subject matter experts, establish recovery milestones, and communicate progress through resolution.
Maintain a disciplined client risk management process using service, financial, operational, relationship, and contractual indicators; identify emerging risks, quantify retention and financial exposure, establish mitigation plans with owners and deadlines, and escalate unresolved risks through measurable resolution.
Identify and qualify expansion opportunities, including appropriate upsell or cross-sell options, based on client priorities, adoption, performance, and demonstrated value; partner with sales on mutually beneficial agreements that protect trust, retention, and long-term growth.
Develop and establish best practices for client profitability management, including invoicing, accounts receivable, cash collections, write-off processes, and contractual interactions.
Work as a team-oriented contributor, providing constructive feedback, improving processes, and developing best practices.
Perform other job-related duties as required and comply with applicable laws and regulations.