The Client Delivery Manager is responsible for leading client delivery operations by coordinating service activities, resolving client inquiries, and ensuring consistent execution of delivery standards. This role serves as a primary connection between clients and internal teams, using performance data, reporting, and cross-functional partnership to proactively identify risks, address service gaps, and deliver an exceptional client experience.
What to expectClient Relationship & Service Delivery- Build and maintain strong, long-term client relationships through consistent communication, proactive engagement, and timely resolution of client needs.
- Serve as a primary point of contact for assigned clients, connecting clients with Operations, Client Success, and other service lines.
- Manage client expectations, inquiries, service issues, and escalations while ensuring commitments are completed.
- Develop solutions tailored to client needs while maintaining established service and delivery standards.
- Identify and communicate client risks to appropriate leadership teams and coordinate follow-up actions.
Client Meetings & Communication- Manage client meeting schedules, agendas, and deliverables based on established project scope and client needs.
- Partner with Operations subject matter experts and Client Success to coordinate meeting materials, quality reviews, and presentation readiness.
- Support implementation and other client projects under leadership direction.
- Coordinate with internal teams and vendor management partners to ensure client deliverables are completed as expected.
Analytics, Reporting & Performance- Monitor client health and key performance indicators (KPIs) to proactively identify trends, service gaps, and potential client risks.
- Develop standard and ad hoc client-facing reporting based on business and client needs.
- Compile, analyze, and communicate performance data using tools such as Excel and Power BI.
- Translate numerical and operational data into clear client-facing insights using pivot tables, spreadsheets, graphs, dashboards, and presentations.
- Use performance findings to support client discussions, issue resolution, and recommended actions.
Operational Partnership & Quality- Partner cross-functionally with Operations, Client Success, and other stakeholders to address client needs and maintain consistent service delivery.
- Communicate account-level audit, data integrity, or service concerns to clients as appropriate.
- Ensure client-specific protocols and supporting documentation remain current and are regularly reviewed.
- Contribute to internal initiatives and promote a collaborative, solutions-oriented team environment.
QualificationsEducation- Bachelor's degree preferred; equivalent relevant experience will be considered in lieu of a degree.
Experience- Minimum of 5 years of relevant experience in client delivery, client services, healthcare revenue cycle management, operations, or a related environment.
- Demonstrated experience managing client relationships, service issues, expectations, and escalations.
- Experience using KPIs, operational data, and reporting to identify issues and communicate performance.
- Experience partnering across multiple functional teams to drive client and operational outcomes.
Preferred Skills- Healthcare Revenue Cycle Management (RCM) experience.
- Strong client-facing communication and presentation skills.
- Strong analytical and problem-solving capabilities.
- Proficiency with Microsoft Excel and Power BI, including experience developing client-facing reports and presentations.
- Ability to organize multiple client priorities, meetings, deliverables, and follow-up activities.
- Ability to translate operational or performance data into clear, actionable client insights.
For this US-based position, the base pay range is $65,000.00 - $116,747.20 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 10.00%
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.
To learn more, visit: R1RCM.com
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