Director of Consumer Experience

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.

The Director of Customer Service will be responsible for enhancing the consumer experience across our clients. The ideal candidate will have a deep understanding of healthcare revenue cycle and consumer experience best practices, future trends, and measurement techniques. This role will partner with key customers to implement effective consumer experience improvement strategies. The successful candidate will have experience working in a highly matrixed organization, managing multiple stakeholders, and experience leading high-performing teams.

Responsibilities:

Project Implementation:

• Lead and oversee the implementation of consumer experience projects from inception to completion.
• Ensure projects are delivered on time, within scope, and within budget.
• Collaborate with cross-functional teams to achieve project goals.
• Partner with R1 clients to align and deliver on priorities.

Best Practices and Future Trends:

• Serve as an expert on the latest trends and best practices in consumer experience, both inside and outside of the healthcare industry.
• Apply this knowledge to develop and refine consumer experience strategies.
• Educate internal teams and clients on emerging trends and their potential impact.

Consumer Experience Measurement:

• Monitor and analyze metrics to effectively measure improvement results.
• Analyze data to identify areas for ongoing .
• Utilize insights to drive continuous improvement initiatives.

Partnership and Collaboration:

• Build and maintain strong relationships with key customers and stakeholders.
• Partner with clients to understand their needs and implement tailored consumer experience strategies.
• Serve as a trusted advisor on consumer experience matters.

Reporting and Communication:

• Prepare and present reports on consumer experience initiatives and outcomes to R1 and client leadership teams.
• Communicate effectively with all levels of the organization and client teams.
• Provide regular updates and insights to drive informed decision-making.

Requirements:

• Minimum of 5 years in a consumer experience leadership role, preferably within the healthcare industry.
• Strong understanding of consumer experience best practices, measurement techniques, and future trends.
• Exceptional project management skills with a track record of successful project implementation.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with clients and stakeholders.
• Analytical mindset with the ability to interpret data and drive actionable insights.
• Strong leadership and team management abilities.

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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