Job Title:
Client Engagement Manager
Department:
Epic
Full Time/PRN:
Full Time
Job Summary
The Client Engagement Manager serves as the primary relationship owner and strategic partner for external clients utilizing hosted technology services, including Epic Community Connect and related IT solutions. This role is accountable for ensuring successful client onboarding, service delivery, system adoption, and ongoing optimization.
The Client Engagement Manager supports clients across the full lifecycle-from implementation through maturity-while driving satisfaction, operational excellence, and measurable outcomes. A key component of this role includes oversight of financial and revenue cycle performance, partnering with client leadership to improve billing, collections, reimbursement, and overall financial health through effective use of Epic systems.
Minimum Qualifications
- Bachelor's degree in business, healthcare, finance, information technology, or related field (or equivalent experience).
- Minimum of 3-5 years of experience in client engagement, account management, customer success, or healthcare IT.
- Minimum of 3-5 years of experience in healthcare revenue cycle operations.
- Proven ability to manage complex client relationships across multiple accounts or sites.
- Strong communicationand presentation skills, including experience with executive-level stakeholders.
- Experience managing service delivery performance and SLAs.
- Strong analytical, financial, and problem-solving skills.
- Ability tooperatein a fast-paced, cross-functional environment.
- Proficiencyin Microsoft Office Suite (Outlook, Excel, Teams, PowerPoint).
Preferred Qualifications
- Experience with Epic EHR systems, particularly Community Connect andrevenue cycle applications.
- Epic certification (billing or related application), or willingness to obtain.
- Knowledge of clinical, operational, and financial workflows within healthcare organizations.
- Experience in multi-site or hosted service environments.
- Background in finance, accounting, or healthcare administration.
Essential Duties & Responsibilities
- Serve as the primary point of contact and trusted advisor for assigned client accounts.
- Develop and execute tailored client engagement strategies aligned with organizational and client goals.
- Build andmaintainstrong relationships with executive, clinical, financial, operational, and technical stakeholders.
- Maintain proactive communication cadence through regular meetings, reports, and on-site visits.
- Understand each client's operational, financial, and strategic priorities to drive meaningful engagement.
- Ensure delivery of services meets or exceeds contractual obligations and service level agreements (SLAs).
- Act as the primary escalation point for client issues, coordinating across internal teams for resolution.
- Oversee intake and prioritization of service requests, including incident management and optimization initiatives.
- Monitor performance metrics,identifyservice gaps, and implement corrective action plans.
- Conduct regular service and business reviews with client leadership.
- Support onboarding, implementation, and go-live activities for new and existing clients.
- Participate in defining project scope, timelines, and statements of work (SOWs).
- Partner with project management teams to ensuretimely, on-budget project delivery.
- Lead post-implementation reviews and ongoing optimization efforts.
- Coordinate cross-functional efforts to support client initiatives and priorities.
- Partner with client leadership tomonitorand improve revenue cycle performance, including billing, collections, reimbursement, and reporting.
- Establish baseline financial metrics and key performance indicators (KPIs) during implementation.
- Analyze monthly performance reports andbenchmarkagainst best practices and peer organizations.
- Facilitate regular financial and operational review meetings with stakeholders.
- Develop and implement action plans for sites not meeting performance targets.
- Support revenue cycle readiness efforts, including workflow validation, user preparedness, and post-go-live stabilization.
- Serve as the escalation point for revenue cycle issues and collaborate with Epic and internal teams to resolve.
- Ensure alignment with contractual obligations, governance standards, and service expectations.
- Support budgeting, billing, invoicing, and financial tracking for client accounts and projects.
- Assistclients in understanding program costs andparticipatein financial reviews.
- Promote client participation in training programs, upgrade sessions, user groups, and engagement events.
- Facilitate onboarding to service platforms, tools, and communication channels.
- Monitor client satisfaction through surveys, feedback, and performance data.
- Lead service recovery efforts and continuous improvement initiatives.
- Advocate for client needs within the organization to enhance overall experience.
- Collaborate with internal teams including IT, clinical informatics, revenue cycle, operations, and project management.
- Present program updates, performance results, and strategic recommendations to leadership.
- Identifyopportunities for growth, optimization, and expanded service offerings.
- Contribute to long-term program strategy using client feedback and industry trends.
- Serve as a change agent to support process improvements and organizational alignment.
Physical Requirements
- Ability to sit, stand, walk, and travel asrequiredfor client engagement activities.
- Ability to use computers and standard office technology for extended periods.
- Ability to communicate effectively in person, virtually, and by telephone.
- Ability to analyze complex operational and financial information.
- Ability to manage multiple projects and priorities simultaneously.
- Occasional evening or weekend work as needed.
- Travel to client sites forimplementationsupport, reviews, and strategic engagement.
Core Competencies
- Account Management: Proactively manages client portfolios and delivers value-drivenservice.
- Relationship Building: Develops trust with stakeholders across all organizational levels.
- Customer Focus: Aligns services to meet and exceed client expectations.
- Financial & Analytical Acumen: Leverages data to drive financial and operational improvements.
- Communication: Effectively conveys complex technical and financial concepts.
- Collaboration: Works cross-functionallyto achieve shared goals.
- Strategic Thinking: Connects daily operations with long-term outcomes.
- Accountability: Takes ownership of client success and outcomes.
- Adaptability: Manages competing priorities with flexibility and resilience.
Work Environment & Travel
Primarily hybrid work environment with frequent use of collaboration tools. Regular interaction with internal teams and external client stakeholders. Occasional evening or weekend work as needed. Travel to client sites for implementation support, reviews, and strategic engagement.
