Senior Manager Client Success - implementation

Customer Success Senior Manager

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. As our Customer Success Senior Manager, you will help ensure operational excellence and foster long-term client partnerships with community-based health systems and rural hospitals. Every day you will partner with executive client leaders, in addition to the line level client representatives and other R1 operators to perform detailed reviews of patient accounts with the objective of identifying improvements to drive customer satisfaction and client value. To thrive in this role, you must have a strong understanding of the challenges faced by rural providers and a passion for enabling value through exceptional client service. Additionally, you must have previous experience working with deployments and change management.

Responsibilities:

• Define and execute a strategic vision for customer success tailored to small and rural healthcare providers.
• Cultivate trust and loyalty with hospital executives and administrative teams through a relationship-based client engagement approach.
• Identify back-end revenue performance opportunities on core financial metrics and resolve through contract negotiation, change management, lean process improvement, guiding in revenue cycle best practices, and advanced quantitative.
• Serves as a liaison in coordination with the R1 Deployment team for training and subject matter expertise on the utilization of R1 workflow.
• Assist with the management of the Net Promote Score program, including survey management, analysis, corrective actions, and communication of results.
• Continuously detect and resolve defects within go live integration to R1 processes and procedures while creating solutions to prevent future defects.
• Responds to ad-hoc client requests and develops solutions in a timely manner.
• Mentor R1 Customer Success Managers, R1 Operational leaders and potentially client staff to improve performance and service offering.
• Develop industry knowledge that serves as a foundation for career progression and client value.
• Interpret data sets and create data analyses to drive desired results.

Required Qualifications:

• 5+ years of account management, client success management, and/or revenue cycle operations consulting experience working with C-Suite, Vice President and Director-level partners.
• 5-10+ years' experience working in Revenue Cycle Management.
• Healthcare revenue integrity and revenue cycle experience working with Acute & Ambulatory care provider organizations.
• Implementation experience is a plus.

For this US-based position, the base pay range is $100,838.24 - $127,950.31 per year.