Client ManagerJob CodeCM.181.002FLSA StatusExemptJob FamilyClient RelationsCost Center181Purpose of PositionThe Client Manager is responsible for the day-to-day management, performance monitoring, and operational success of SSI clients within their assigned region. This role oversees success for client stakeholders, ensuring effective communication, issue resolution, and continuous improvement across revenue cycle and clearinghouse operations.
The Client Manager works closely with internal technical, operational, and product teams to ensure that client workflows are optimized, issues are resolved efficiently, and performance metrics are consistently improving.
This role requires a strong understanding of healthcare revenue cycle fundamentals, key performance indicators, and the ability to interpret operational and technical data to support client success and issue resolutions.
Duties and ResponsibilitiesEssential Functions- Client Relationship Management
- Build strong working relationships with client operational teams and their leadership
- Manage communication cadence including status on all SSRs, KPIS, action and project plans are progressing at the expected pace.
- Ensure timely follow-up on all client inquiries and escalations based on the communication matrix.
- Revenue Cycle Performance Monitoring
- Maintain a working knowledge of revenue cycle workflows, processes and integration for all accounts.
- Monitor and report on key client KPIs including denial rate, gross collection rate, AR days, and net collection rate
- Identify performance trends and escalate concerns proactively through the escalation channels outlined in the client manager guide. Ensure all escalations are managed and responded to within the provided timeframes.
- Support development of action plans to improve client performance
- Assist in preparation of reporting for leadership and QBRs
- Issue Resolution and Escalation Management
- Track and manage client issues through resolution
- Differentiate between operational issues and technical issues to assign to team members
- Coordinate with technical operations, product teams, and support teams
- Ensure root cause is identified, not just symptom resolution
- Clearinghouse and Technical Coordination
- Maintain technical working knowledge of clearinghouse workflows including 837, 277, 275, 835, and 270/271
- Assist clients in understanding rejections versus denials, with a clear understanding of ARC
- Partner with technical teams to resolve mapping, transmission, and connectivity issues
- Workflow and Process Improvement
- Identify inefficiencies in client workflows for process improvements
- Support movement from reactive, queue-based processes to proactive approaches
- Recommend improvements to front-end data quality and claim submission processes
- Data and Reporting Support
- Review and interpret client reports and dashboards
- Highlight key insights and trends
- Ensure data accuracy and consistency
- Cross-Functional Collaboration
- Act as liaison between clients and internal teams
- Ensure alignment across expectations, technical capabilities, and delivery
Marginal Functions- Other duties as assigned.
Skills, Knowledge, and Abilities- Deep expertise in revenue cycle management, including understanding of workflows, processes, and integration across accounts
- Key Performance Indicator (KPI) Acumen - Demonstrated ability to understand, monitor, and apply KPIs to evaluate performance, identify trends, and support data-driven decision-making.
- Analytical and Critical Thinking - Strong capability to analyze complex data, identify patterns and root causes, and translate findings into actionable insights.
- Healthcare Financial and Technical Knowledge - Working knowledge of healthcare financial concepts, revenue cycle processes, and related technical systems or data structures.
- Effective Communication - Ability to clearly communicate complex information to diverse audiences through written, verbal, and presentation skills, and collaborate effectively across teams.
- Organizational and Execution Excellence - Proven ability to prioritize work, manage multiple initiatives, and execute tasks accurately and efficiently within established timelines.
- Must be able to interact cordially and productively with co-workers in a team environment.
- Ability to work under pressure and to prioritize.
- Must be able to proficiently read and write in English.
- Must possess effective communications skills with ability to handle difficult situations.
- Must be able to make independent judgment decisions with minimal supervision.
- Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.
- Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.
Experience and Education RequirementsEducationMin/PreferredEducation LevelDescriptionMinimum
4 Year / Bachelors Degree
Bachelor's degree in Healthcare Administration, Business Administration, or related field.
Preferred
Graduate Degree
MBA preferred.
Years of ExperienceMinimum Years of ExperienceComments6-10 years
6 to 10 years of experience in healthcare revenue cycle, clearinghouse operations, or provider healthcare FinTech.
1 year
Working knowledge of revenue cycle workflows and healthcare KPIs.
Deep understanding of revenue cycle management
CertificationsMin/PreferredCertificationDescriptionA combination of experience and advanced education may be substituted.
SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.
