Director of Client Success-Great Lakes

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. 

The Client Experience Director (CXD) will serve as one of the primary points of contact for all day-to-day activities within the Client Experience Team. The CXD will be responsible for establishing trusted relationships with their assigned clients, and when appropriate expand our partnerships through selling new solutions. This person will be responsible for providing support to the Client Experience Team to which they are assigned as well as collaborating across various departments within R1 to drive high client satisfaction and safeguard client retention. To thrive in this role, you must have a dynamic personality who approaches external relationships from the client’s perspective using effective and proactive communication, analytical skills, and daily leadership. The CXD will be tasked with various project leadership opportunities that require a high-level of cross-collaboration with multiple organization units.

RESPONSIBILITIES

• Client Relationship/Management: 30%
• Collaboration with other R1 functions: 30%
• Client Business Reviews and Meetings: 20%
• Introducing and selling new solutions to existing clients, including having a target sales quota: 15%
• Document the client experience in CRM: 5%
• Drive high Net Promoter Score (NPS) results across their client portfolio.
• Work collaboratively across functions to ensure operational excellence to nurture and ensure client satisfaction leads to growth and retention.
• Ensure mutual understanding of goals, objectives and action plans related to client’s revenue and book of business.
• Participate in the contracting and contract renewal process.
• Contribute to region and client-level strategic planning.
• Lead the creation and presentation of business reviews.
• Assist in the implementation of new solutions and onboarding of new clients.
• Follow best-practice account management and client experience methodologies.

REQUIRED QUALIFICATIONS

• 4+ years of account management, client experience management, and/or revenue cycle operations consulting experience working with Director-level partners is preferred.
• Healthcare revenue cycle and revenue integrity …