Client Experience Vice President

R1 RCM Inc. is a leading provider of technology-enabled revenue cycle management services that transform and solve challenges across health systems, hospitals, and physician practices. Headquartered in Chicago, R1® is a publicly traded organization with employees throughout the US and international locations.

Our mission is to be the industry leader in managing and optimizing healthcare providers' revenue so they can focus on what matters most. Our priority is always to do what is best for our clients, patients, and each other. Our proven and scalable operating model complements a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.

Description

The Client Experience Vice President will serve as the Client Experience executive over their region, responsible for managing the relationship and service across 100+ Acute Provider Clients.  The Client Experience Vice President will be responsible for establishing and maintaining trusted relationships and expanding our partnerships through selling new solutions. This person will be responsible for providing leadership (including having 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 that approaches external relationships from the client’s perspective using effective and proactive communication, analytical skills, executive presence, and daily leadership.  The Client Experience Vice President will be tasked with various project leadership opportunities that require a high level of cross-collaboration with multiple organization units.

RESPONSIBILITIES

• Client Relationship/Management: 50%
• Leadership across R1 Operations and Delivery to drive desired client outcomes: 30%
• Introducing and selling new solutions to existing clients, including having a target sales quota: 20%
• Drive high Net Promoter Score (NPS) results across their client portfolio.
• Collaborate cross-functionally with key business stakeholders (Finance, Legal, Operations, Global) to ensure operational excellence and client satisfaction, retention, and growth.
• Establish and communicate goals, objectives, and action plans related to clients’ revenue and book of business.
• Serve as key partner to operations in driving year-over-year revenue across client portfolio.
• Participate in the contracting and contract renewal process.
• Provide leadership within their region and the Client Experience team overall, including having direct report(s)
• Oversee regional strategic planning.
• Lead the creation and presentation of business reviews.
• Follow best-practice account management and client experience methodologies.

REQUIRED QUALIFICATIONS

• 10+ years of account management, client experience management, and revenue cycle operations consulting experience
• Experience leading and engaging with VP and C-Suite level client decision-makers
• Healthcare revenue cycle and revenue integrity experience working with acute care provider organizations
• Exceptional written and verbal communication skills
• Outstanding organization, prioritization skills, and execution skills
• Bachelor’s degree
• Proficiency with Microsoft Office, including essential 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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