Client Manager

Key Responsibilities

• Build strong working relationships with client operational teams and their leadership
• Manage communication cadence including status on all SSRs, KPIS, action and project plans are progressing at the expected pace
• Ensure timely follow-up on all client inquiries and escalations based on the communication matrix
• Maintain a working knowledge of revenue cycle workflows, processes and integration for all accounts
• Monitor and report on key client KPIs including denial rate, gross collection rate, AR days, and net collection rate
• Identify performance trends and escalate concerns proactively through the escalation channels outlined in the client manager guide
• Ensure all escalations are managed and responded to within the provided timeframes
• Aid in the development of action plans to improve client performance
• Assist in preparing reporting for leadership and QBRs
• Track and manage client issues through resolution
• Differentiate between operational issues and technical issues to assign to team members
• Coordinate with technical operations, product teams, and support teams
• Ensure root cause is identified, not just symptom resolution
• Maintain technical working knowledge of clearinghouse workflows including 837, 277, 275, 835, and 270/271
• Assist clients in understanding rejections versus denials, with a clear understanding of ARC
• Partner with technical teams to resolve mapping, transmission, and connectivity issues
• Support movement from reactive, queue-based processes to proactive approaches
• Recommend improvements to front-end data quality and claim submission processes
• Data and Reporting Support
• Review and interpret client reports and dashboards
• Highlight key insights and trends
• Ensure data accuracy and consistency
• Cross-Functional Collaboration
• Act as liaison between clients and internal teams
• Ensure alignment across expectations, technical capabilities, and delivery

Required Qualifications

• Bachelor’s degree or equivalent experience
• Master’s preferred
• 6 to 10 years of experience in healthcare revenue cycle, clearinghouse operations, or provider healthcare FinTech
• Working knowledge of revenue cycle workflows and healthcare KPIs
• Deep understanding of revenue cycle management

Core Competencies

• Deep Revenue Cycle Knowledge
• KPI Awareness
• Analytical Thinking
• Healthcare Financial
• Technical Awareness
• Communication Skills
• Organization and Execution