Senior Client Service Analyst

Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients and each other. With our proven and scalable operating model, we complement 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.  

As a Senior Client Service Analyst on the Customer Success team, your role is to ensure that customers have a positive experience with a company's products and services. Every day you will analyze customer data and provide feedback to identify issues and opportunities for improvement that will help achieve the best customer experience with valuable deliverable outcomes.

The Senior Client Service Analyst will serve as one of the primary analytics points of contact for all day-to-day activities within the Client Services Team.  The Customer Success Senior Analyst will be responsible for establishing a solid and trusted relationship with assigned Customer Service Managers to support clients to manage any assigned client relationships. To thrive in this role, you must have experience working with data, excel, KPIs and enjoy working with clients.

Responsibilities:  

• Customer Success Client Manager support: 50%  

• Work with customers in collaboration with the CSM to understand their needs and goals or their organization. 

• Monitor customer accounts and ensure their success with R1 services. 

• Identify opportunities to improve customer performance. Experience, engagement, and  

• value-add for services being provided.  

• Communicate regularly with customers in conjunction with the CSM to keep them informed about KPI performance updates and opportunities. 

• Provide training and guidance to customers on using services at a matter expert in the revenue cycle management industry. 

• Analyze customer data and provide insights to the client executive management team, as well as the R1 operations teams to drive accountability and performance.  

• Collaborate with other teams to address customer needs and resolve issues timely and effectively that align to the client’s mission.  

• Manage customer relationships and ensure customer retention. 

• Conduct customer surveys and gather feedback to identify areas for improvement. 

• Proactively consults with the CSM & customers on the definition of a successful partnership and key goals/KPIs to measure success.  

• Builds client relationship through demonstrated understanding of client needs and changes in the marketplace.  

• Stays abreast of internal and external changes to understand current and future state and provide value to the client.  

• Suggests and manages implementation of client improvement opportunities to enable the most efficient workflows for the client’s account receivables. 

• Collaborates with other R1 functions: 30%  

• Works collaboratively across functions to ensure operational excellence and client satisfaction related to practice management services, accounts receivable, coding, and all related services.  

• Ensures mutual understanding of goals, objectives and action plans related to client’s revenue and book of business.  

• Client Business Reviews and Meetings: 20%  

Required Qualifications:   

• 2+ years of experience in client services, sales or consulting with clients.  

• 2+ years of Revenue Cycle Management (RCM) experience

• Experience working with and manipulating data