Client Experience Manager - RCM

Key Responsibilities

• Serve as the primary owner of the client relationship and facilitator of high-level contacts and decision-making.
• Manage the overall performance and financial health for a portfolio of assigned accounts (book of business).
• Develop a deep understanding of the client’s practice, proactively and professionally communicating performance, trends, and best practices.
• Continuously assess client experience and satisfaction, identify opportunities for improvement and work with appropriate resources to implement change.
• Act as a subject matter expert for UnisLink Operations (including compliance, core processes, and UnisLink’s reporting and analytics platform).
• Aid clients in becoming expert users of UnisLink’s client facing technology.
• Cook up and manage workflows that require client review and approval.
• Participate in the contract renewal process as the primary owner of the client relationship.
• Oversee tracking of all special client projects, including creation and development of remediation action plans when needed.
• Cook up and facilitate weekly, monthly, and quarterly performance review, issue triage and communications with key clients and internal stakeholders.
• Maintain a high level of knowledge of the RCM industry as well as clients’ market environments.
• Take initiative to update job knowledge by participating in self-development or educational opportunities and/or the assignment of new responsibilities.
• Provide feedback and support to others involved with client-customer satisfaction.
• Establish a reputation as a trusted advisor, internally and externally.
• Follow UnisLink’s vision and mission with regards to exceeding customer expectations.
• Promote UnisLink’s core values of Respect, Integrity, Customer Focus, and Continuous Improvement.
• Ensure confidentiality of sensitive information and that all communications are handled in a manner consistent with compliance policies and actively comply with all UnisLink policies and procedures.

Qualifications

• A High School Diploma required. A Bachelor’s Degree preferred or equivalent experience.
• 2+ years of Revenue Cycle Management experience.
• 2+ years of experience in a customer-facing role.
• Proven track record of cultivating and valuing long-term relationships with clients and colleagues.
• Strong knowledge of the RCM industry.
• Effective communication skills and presence.
• Strong analytical skills.
• Excellent presentation skills.
• Innovative and creative thinking skills.
• Ability to assess problems and implement solutions.
• A highly motivated self-starter, independent thinker capable of working both independently and within a collaborative team environment.