Manager, Client Success

About the role

The Manager, Client Success serves as the primary liaison between Ventra Health and clients, managing all aspects of client accounts to maximize collections, provide contracted management services, and minimize problems. This role works directly with diverse stakeholders—including patients, doctors, owners, practice managers, and administrators—to resolve escalated issues.

Responsibilities

• Conduct face-to-face meetings with clients to review performance and ensure satisfaction, adhering to established cadence and client success standards.
• Serve as the clients’ primary point of contact, collaborating with internal teams to resolve issues and ensure timely follow-up communication.
• Facilitate external and internal meetings, including compiling and taking minutes, and maintain required Client Success documentation (e.g., Project Action Item Log).
• Review data at defined frequencies to monitor and escalate operational workflow steps, ensuring timely completion for clients.
• Prepare and/or review reports and ad-hoc analyses for internal and external purposes.
• Analyze and monitor Client Success Metrics, present client-specific reports, and utilize the client issue escalation matrix to resolve concerns.
• Recommend process improvements based on data review through appropriate channels.
• Collaborate with the business management team (finance, HR, credentialing, and compliance) when Practice Administration services are utilized.
• Monitor and/or manage client payor contract negotiations and renewals in conjunction with the Managed Care Team or assigned payor contracting resource.
• Oversee clients’ quality programs and compliance training as required by contract, working with Subject Matter Experts within the organization.
• Assist with new client implementation.
• Provide oversight, mentorship, and growth opportunities for assigned Client Success colleagues, where applicable.
• Ensure compliance with applicable healthcare and security regulations, including staff adherence.
• Perform special projects and other duties as assigned.

Requirements

• High School Diploma or GED; Bachelor’s Degree in business, healthcare management, or related field preferred.
• At least three to five years (3-5) of experience in healthcare, revenue cycle management, or a related field.

Skills

• Basic familiarity with medical billing and terminology.
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
• Strong communication skills with diverse personalities in a tactful, mature, and professional manner.
• Flexibility to work in a collaborative and fast-paced environment.
• High attention to detail and commitment to service excellence.
• Proven leadership and management skills to motivate and set expectations for team members.
• Strong presentation development and delivery skills.
• Knowledge of Revenue Cycle Management (RCM), accounting, and/or finance.
• Strong customer service and customer-facing skills.
• Strong judgment, problem-solving, and decision-making skills.
• Excellent oral, written, and interpersonal communication skills.
• Strong time management, organizational, and prioritization skills.
• Proficiency in Outlook and RCM software or equivalent workflow management tools.

Benefits

• Eligibility for Ventra’s performance-based incentive plan as part of the Rewards & Recognition program.
• Referral bonus opportunities for referring candidates who join the team.

Pay

Base compensation will be determined based on factors unique to each candidate, including geographic location, skill set, experience, and qualifications. This position is also eligible for a discretionary incentive bonus in accordance with company policies.