Director Client 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 Client Experience Director will oversee Client Experience for their portfolio of clients. You will be responsible for establishing trusted relationships with their assigned clients, and when appropriate expand our partnerships through selling new solutions. You will provide leadership (including the potential for direct reports) and support to the Client Experience Team as a whole and within their region while collaborating across various departments within R1 to drive high client satisfaction and safeguard client retention.

To thrive in this role, you must have a dynamic personality who approaches external relationships from the client’s perspective using effective and proactive communication, analytical skills, and daily leadership.  The Client Experience Director will be tasked with various project leadership opportunities that require a high-level of cross-collaboration with multiple organization units.

RESPONSIBILITIES

• Client Relationship/Management: 30%
• Collaboration with other R1 functions: 30%
• Client Business Reviews and Meetings: 20%
• Introducing and selling new solutions to existing clients, including having a target sales quota: 15%
• Document the client experience in CRM: 5%
• Drive high Net Promoter Score (NPS) results across their client portfolio.
• Work collaboratively across functions to ensure operational excellence to nurture and ensure client satisfaction leads to growth and retention.
• Ensure mutual understanding of goals, objectives and action plans related to client’s revenue and book of business.
• Participate in the contracting and contract renewal process.
• Provide leadership within the Client Experience team, including the potential to have direct report(s)
• Contribute to region and client-level strategic planning.
• Lead the creation and presentation of business reviews.
• Assist in the implementation of new solutions and onboarding of new clients.
• Follow best-practice account management and client experience methodologies.

REQUIRED QUALIFICATIONS

• 4+ years of account management, client experience management, and/or revenue cycle operations consulting experience working with Director-level partners is preferred.
• Healthcare revenue cycle and revenue integrity experience working with acute care provider organizations.
• Outstanding organization and prioritization skills
• Exceptional written and verbal communication skills
• Bachelor’s degree
• Proficiency with Microsoft Office, including basic to intermediate Excel functions, and CRM application use (preferred: Salesforce)
• Ability to travel up to 40%

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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