Support Cloudmed’s mission to maximize the quality of service to our clients as a leader within A/R and Denials Management. The Client Delivery Director will provide oversight and strategy for all A/R & Denials Management Client Delivery functions for a number of geographically aligned Clients. The Client Delivery Director will work closely with direct reports to support Client Delivery teams and execute department plan to ensure maximum client satisfaction.

Responsibilities 

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Work closely with Sales, Customer Success, Operations, and implementation teams to ensure an exceptional customer experience and take care of any customer issues
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Contribute to development of department strategy and standard operating procedures to meet and exceed client expectations of A/R and Denials Management.
• Manage client meeting schedules and agendas for assigned high value clients based on project scope agreements
• Serve as the main point of contact for assigned high value clients and act as a communication connection between clients and Operations, Client Success, and other service lines
• Ensure Quality Assurance of teamwork product 
• Continuously improve key processes by leveraging Cloudmed and client software platforms.
• Monitor Client Delivery KPIs, and individual performance metrics utilizing Excel and PowerBI reports, to preemptively recognize and escalate potential client detractors
• Lead and inspire teams through motivation, recognition, and goal alignment 
• Interview and hire Associate, Senior Associate and Manager Client Delivery representatives.
• Promote a culture of teamwork that balances individual initiatives with team accomplishments, develop a team environment in which members participate, cooperate with and support each other 
• Support Client Success & Business Development initiatives and identifying additional business opportunities

Required Qualifications 

• 7+ years of internal or external customer service experience or demonstrate relevant experience and written business communication 
• Proficiency with Microsoft Office and proven experience in working with MS Excel (intermediate level Excel or above)
• Thoughtfully provide feedback to internal and external counterparts
• Bachelor’s degree
• Time management and managing of multiple priorities
• Supports greater efficiencies and evolving policies that support multiple stakeholders
• Contributes optimism and perseverance to their team: approaches problems with curiosity and problem-solves concerns to find new solutions

Desired Qualifications

• Creative problem-solving skills 
• Ability to build and maintain strong relationships, generating positive client feedback on quality, value, delivery, and results 
• Advanced skills in new technologies (Power BI, Visio, Advanced MS Teams, etc) 
• At least one other reporting-based product (MS Power BI, Tableau, etc)  
• Proven knowledge of solution line, as well as advanced client management experience

For this US-based position, the base pay range is $105,575.00 - $158,023.00 per year . Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.

This job is eligible to participate in our annual bonus plan at a target of 20.00%

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,