Description

Job Title:                                Manager, Client Experience

Company:                              Tegria Revenue Cycle Management (Tegria RCM)

Department:                          Client Experience

Leader:                                   Director, Client Experience

FLSA Status:                         Salaried/Exempt

Work Location:                      This position is remote within the U.S.  

Travel:                                    Minimal, less than 10%

Compensation:                     $45,600.00 - $95,000.00

Overview

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. 

Responsibilities include:

• 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.
• Responsible for coordinating financial analysis and storytelling periodic contract performance reviews with senior leadership.
• 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.

Qualifications

• 5+ years of revenue cycle management and/or healthcare experience preferred.
• A bachelor’s degree preferred, or any equivalent combination of education and experience.
• 3+ years account management or similar experience preferred.
• 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.

Physical Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Listed below are the physical requirements required while performing the duties of this job.

• The employee is regularly required to: stand; sit; talk; hear; use hands and fingers to operate a computer and telephone keyboard; and reach, stoop and/or kneel to install computer equipment
• The employee must have the specific vision ability to complete close vision requirements due to computer work
• The employee is required to be able to complete light to moderate lifting

Our Commitment to Diversity, Equity, and Inclusion:

We welcome and respect the variety of experiences, viewpoints, and cultural backgrounds that everyone brings to our workplace. Tegria RCM makes every effort to promote a workplace where leaders model inclusive behaviors and individuals feel respected, valued, and empowered.  Together, we promote and sustain an inclusive workplace where people feel a sense of belonging