Director of Client Delivery-A/R and Denials Management

R1 RCM Inc. is a leading provider of technology-enabled revenue cycle management services which transform and solve challenges across health systems, hospitals and physician practices. Headquartered in Chicago, R1® is a publicly-traded organization with employees throughout the US and international locations.

Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.

As our Client Delivery Director, you will support R1’s mission to maximize the quality of service to our clients as a leader within A/R and Denials Management. The Client Delivery Director will provide oversight and strategy for all A/R & Denials Management Client Delivery functions for a number of geographically aligned Clients. The Client Delivery Director will work closely with direct reports to support Client Delivery teams and execute department plan to ensure maximum client satisfaction. 

Responsibilities 

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs. 
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle. 
• Work closely with Sales, Customer Success, Operations, and implementation teams to ensure an exceptional customer experience and take care of any customer issues 
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes 
• Contribute to development of department strategy and standard operating procedures to meet and exceed client expectations of A/R and Denials Management.  
• Manage client meeting schedules and agendas for assigned high value clients based on project scope agreements 
• Serve as the main point of contact for assigned high value clients and act as a communication connection between clients and Operations, Client Success, and other service lines 
• Ensure Quality Assurance of teamwork product 
• Continuously improve key processes by leveraging Cloudmed and client software platforms. 
• Monitor Client Delivery KPIs, and individual performance metrics utilizing Excel and PowerBI reports, to preemptively recognize and escalate potential client detractors 
• Lead and inspire teams through motivation, recognition, and goal alignment 
• Interview and hire Associate, Senior Associate and Manager Client Delivery representatives. 
• Promote a culture of teamwork that balances individual initiatives with team accomplishments, develop a team environment in which members participate, cooperate with and support each other 
• Support Client Success & Business Development initiatives and identifying additional business opportunities 

• Establish recurring reporting mechanisms for clients, revenue goals, obstacles related to meeting established client protocols, expectations and/or financial goals, training development programs, well-being of staff and recovery leadership team. 
• Implement and monitor reoccurring internal reviews of clients and actively seek new opportunities with prospective and existing clients.
• Establish and manage policies, procedures, and standards to measure and monitor production, inventory, projects, and revenue.

Required Qualifications 

• 7+ years of internal or external customer service experience or demonstrate relevant experience and written business communication 
• 5+ years of back-end revenue cycle management experience, with 3+ years in a leadership position
• Proficiency with Microsoft Office and proven experience in working with MS Excel (intermediate level Excel or above) 

For this US-based position, the base pay range is $112,151.00 - $167,640.70 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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