Client Experience Manager - RCM

Job Description

Job Description

Description:

As a Client Experience Manager for UnisLink, you will be responsible for ensuring a positive and successful client experience that supports UnisLink’s vision to be the trusted partner of choice that 100% of our clients would recommend to a friend or colleague. You will serve as the primary owner of the client relationship and facilitate high-level contacts and decision-making to guide client success via a thorough understanding of client priorities and success metrics. Your role will also require you to develop long-term client relationships to ensure they remain successful and realize the full value of their partnership with UnisLink.

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).

· Assist clients in becoming expert users of UnisLink’s client facing technology.

· Coordinate 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.

· Coordinate 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.

· Other duties as assigned.

Qualifications:

· High School Diploma required.

· 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.

· Highly motivated self-starter, independent thinker capable of working both independently and within a collaborative team environment.