Manager, Client Experience - Hospital Revenue Cycle

AcclaraRemote, United States


Description

Hey there! We’re Acclara.

As a remote-first workforce with team members in all 50 states, we’re a unique group of strategists, technologists, and service providers—all united in serving our partners to deliver the best care to their patients, helping build even healthier communities for us all to live and work in.

We bring our one-of-a-kind selves to work each day, and we welcome (and want) you to do the same. Coffee connoisseurs, moms and dads, runners, animal lovers, adventurists—the list goes on—we all came to make a difference, and we stay because we’ve found a place where we don’t have to do it alone.

Our team’s work is fueled by our CORE values of Commitment, Outcomes, Respect, and Empowerment. They’re the “how” behind what we do, guiding our actions as we aim to change the way technology and services come together.

The Role

The Manager of Client Experience is responsible for driving successful client relationships. This role is focused on ensuring client satisfaction, providing a seamless, consistent client experience, and facilitating the needs of the client and the organization.

What You’ll Do

  • Develops and maintains relationships with various levels within the client, including but not limited to Managers, Directors, and C-level sponsors of the engagement to deliver an exceptional client experience.
  • Facilitates the implementation process to ensure smooth transition from sales and contracting phase to operational phase of the engagement.
  • Leads calls with client and internal teams with responsibility to ensure all parties are aligned and ensuring progress on the account.
  • Responsible for identifying customer needs, develop and seek buy-in on solutions and manage through the change process at the account level. Listens for opportunities for extension and expansion engagement of current clients and communicates information to sales.
  • Collaborates with analytics partners in the preparation and presentation of reports, as well as other reporting needs of the client. Responsible for presenting the information in a manner that maximizes client engagement and shared understanding of organizations performance and value.
  • Leads/participates in the presentation of performance reporting during calls with the client. Advises the client of actionable insights regarding performance, communication, and/or the strategic approach for the engagement.
  • Resolves 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.
  • Leads client facing projects to a successful go-live that are requested either on behalf of the client or new services provided by organization.
  • Works 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.
  • Creates and maintains client account activity, goals, strategic account plans, and SWOT analysis within organizations account management tools.
  • Coordinates and communicates client contractual details for SLAs, performance-based pricing, fees and terms with analytics and finance teams. Communicates periodic changes based on contract amendments.
  • Responsible for accuracy of monthly invoice, final approval, and submission to client, including any applicable late fees with leadership approval.
  • Acts as leader and value proposition keeper, positioning the client experience to be one of promoter.
  • Ability to balance client assignments and support needs at an Enterprise level.
  • Other duties as assigned.

 

What We’re Looking For

  • Bachelor’s degree or any equivalent combination of education and experience.
  • 3+ years of revenue cycle management and/or healthcare experience
  • 2+ years account management or similar experience
  • Ability to lead/facilitate a team, internal and external, to a high level of performance.
  • Excellent written and oral communication skills (including presentation experience) required.
  • Ability to provide excellent customer service by resolving issues and ensuring the feedback loop is closed in a timely manner.
  • Research and analytical skills sufficient to spot trends and opportunities.
  • Advanced computer skills including knowledge of patient accounting systems, analytic tools, and Microsoft Office Suite.
  • Self-motivated and resourceful with the ability to multi-task and meet deadlines under time pressures.
  • Possess business acumen with an emphasis on effective communication, influencing decision makers, business planning, strategy, problem solving, decision making and time management skills.

 

How We Take Care of Our Team Members

  • Remote-first workplace, with opportunities to work on-site in certain locations
  • Comprehensive medical, dental, and vision coverage
  • Parental leave
  • 401K with company match
  • Company-paid life insurance, short-term disability, and long-term disability
  • Paid time off and holidays

Pay Range: $45,600.00 - $95,000.00

This compensation range is a reasonable estimate that extends from the lowest to the highest pay Acclara in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. Acclara may ultimately pay more or less than the posted range as permitted by law.

Diversity, Equity, and Inclusion Matter

At Acclara, you’re invited to bring more of yourself to work—not less. Your background, your culture, and your personal experiences are all important pieces of the authentic you, and we honor that. Connection is created when we show up.

Acclara, an R1 company, is dedicated to the fundamentals of equal employment opportunity. Acclara’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, Acclara is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you need reasonable accommodation due to a disability for any part of the interview process, please contact [email protected].

Visa Sponsorship is not available at this time.