Director, Client Services

The Client Relations Director is responsible for managing a set of clients and the relationships with those clients. This position is responsible for the overall management, servicing, satisfaction and profitability of the clients in the assigned service area. The Director will safeguard client satisfaction and retention through analysis and reporting, employing leading practices in project management, financial management, performance measurement, and issue resolution. The Client Relations Director is responsible for communicating performance and trends (financial and industry) to the client, understanding client needs and coordinating solution delivery. The Client Relations Director ensures the profitable management of the assigned clients and that the Operational team is delivering consistent, high quality financial performance. The Director will focus on overall client satisfaction across numerous stakeholders and reach into the Intermedix organization to ensure timely follow-up on any open issues or follow-up that is important to those stakeholders. The Director will also facilitate the broadening of the Intermedix services and will work closely with the Business Development team in targeting strategic accounts and securing new business.
Essential Functions Summary: The Client Relations Director must possess strong financial acumen, strong personal skills and must help meet or exceed client expectations. The Director must also work to set and manage client expectations. The position requires strong data analytic capabilities to identify trends and opportunities. Additionally, this position must provide leadership and mentoring for managers and staff to achieve the overall delivery goals.


Responsibilities:
• Own the relationships for the assigned clients and ensure the relationships are as broad as possible with the client and within Intermedix
• Monitor the overall delivery of services and ensure they meet the contractual requirements
• Ensure contractual terms are fully understood and work to proactively renew the contract or to position Intermedix to be as successful as possible in any re-bids
• Troubleshoot and resolve any issues related to monthly closing and report generation/reconciliation process by utilizing good financial practices
• Establish budget targets and ensure delivery of revenue to meet client mutually agreed revenue targets
• Work with the Client Operations team and the Operations and IT teams to address client specific issues
• Be aware of any substantial workflow or client issues and ensure the responsible parties are following through on their commitments
• Mentor Client Relations managers
• Schedule and conduct client visits to review account performance and industry trends
• Work collaboratively to upsell existing clients and to acquire new clients and make sure that the proposed services can be delivered
• Advocate for and define requirements for technical changes that will improve service delivery
• Ensure that high process impact items such as client hospital connections are prioritized to gain operational efficiencies.
• Market the company’s service lines both internally and externally
• Uphold and set the tone for company policies, procedures and Standards of Business Ethics and Conduct
• Compliance with Intermedix policies
• Other duties as assigned

Qualifications:
• Prior client management experience and proven track record of client satisfaction
• 5 years of experience in managing and leading people and teams
• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
 

For this US-based position, the base pay range is $105,575.00 - $144,587.45 per year . Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.

This job is eligible to participate in our annual bonus plan at a target of 20.00%

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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